Refund policy

Returns & Exchanges

If you didn’t get the rug right the first time, no worries.

We want you to love your rug, which is why we offer exchanges on eligible items for change of mind, provided the rug meets our Return Conditions.

Change of mind exchange requests must be submitted within 7 calendar days of:

  • purchase date (in-store); or
  • delivery date (online).

You can exchange your rug in-store at 561–563 Church Street, Richmond VIC, or request a return through our Returns Form.

Please note:

  • We offer exchange or store credit only for change of mind returns
  • Refunds are not provided for change of mind
  • Return shipping costs are the responsibility of the customer
  • If the exchange rug is of lesser value than the original rug, a store credit will be issued for the balance

Return Conditions

Rugs must be returned:

  • unused and in original condition
  • free of marks, stains, odours, pet hair, or damage
  • in original packaging or packaging supplied by us

We reserve the right to reject returns that do not meet these conditions.

Return Shipping Costs

Return shipping costs follow the same flat-rate structure as our sale item shipping rates:

  • Small + Medium Rugs: $49 return shipping
  • Large + Extra Large Rugs: $99 return shipping

These charges apply Australia-wide.

How To Request A Return

If you are local to Melbourne, you are welcome to bring your rug back to our showroom within 7 calendar days of purchase. No form is required.

All other return requests must be submitted via our Returns Form.

Please include your order number when submitting your request.

Once we confirm your rug is eligible for return:

  • we will provide return instructions
  • return shipping payment will be arranged
  • we will assist with organising your exchange rug or store credit

If the exchange rug is of greater value than the original rug, you will be issued an invoice for the difference.

Once payment is received, your new rug will be dispatched.

If the exchange rug is of lesser value than the original rug, the remaining balance will be issued as store credit.

Please note: refunds are not provided for change of mind returns.

No original packaging?

If you don’t have the original packaging, we can send you a Return Kit.

  1. Roll the rug neatly; 

  2. Keep it somewhere safe and dry until the return kit arrives; and 

  3. Contact us once it arrives and we’ll issue your return label.

Additional charges may apply for replacement packaging materials.

Damaged in transit

If your rug arrives damaged, please send us a photo as soon as possible so we can assist.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with.

Refunds

We do not offer refunds for change of mind purchases.

If we have delivered the incorrect item (not as per your invoice), or there is a major problem with your rug, please contact us within 7 calendar days of receiving your order. The type of remedy we offer will depend upon the circumstances.

Please note: as many of our rugs are handmade, natural variations or minor imperfections are not considered a major problem.

Exclusions

Outlet rugs / final sale items

Outlet rugs and final sale items are strictly final sale and are not eligible for returns, exchanges, store credit, or refunds unless deemed faulty under Australian Consumer Law.

Custom orders & made to order

Custom orders, made-to-order items, custom cut lengths, and resized/cut rugs are not eligible for returns, exchanges, or refunds.

International orders

International orders are not eligible for returns, exchanges, or refunds.

Order Cancellations

We reserve the right to cancel any purchase order at any time.

This may occur if an item becomes unavailable or if delivery details require adjustment (for example, if the delivery address falls outside a standard metro area and the shipping fee needs to be updated).

If your order is cancelled, we will notify you as soon as possible and offer a solution.