Return Policy

RETURNS POLICY

If for any reason, you are not happy with the product that you have purchased online, we are happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition within 14 days of receipt. If you let us know, and return to us within 48 hours of receiving the rug we will also offer a refund less a $19 re-stocking fee. A return must be freighted back to the warehouse specified at the customers cost.

Although not required, it is suggested you insure deliveries and returns as we are not responsible for items lost in transit (Please note that insurance up to $100 is usually only a cost of $2.50 only within Australia).
This insurance can only be arranged by the customer prior to purchasing.
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or credit. Please see instructions below for Defective Items.

When it comes to returns or exchange, we operate a “fair and reasonable” policy. All items are thoroughly inspected for defects at our depot prior to shipping. You should contact us immediately on receipt of your parcel (within 2 days) if you believe there is an error and deem it necessary to return the item.

*Original condition means unused, unmarked, not laundered or 'cleaned' and in suitable packaging for return.

COLOUR / IMAGE DISCLAIMER

Whilst we have made every effort to present the images displayed on our website as close to the product colours as possible. The screen images of our products are intended as a guide only and not as an exact colour replica. The representation of rug colours displayed on our website are limited by technology and likely will vary due to screen and monitor settings, pixel definitions, digital photography, camera angles and lighting. For this reason, AURugs.com.au cannot guarantee that the rug image colour displayed on your particular monitor is an exact colour of the actual product. Please be aware of this when making your purchase. Whilst refunds may be made at the change of mind on colour as per our policy, AURugs.com.au will not be responsible for the representation of a colour on the website, and any return freight will be the responsibility of the customer.

DEFECTIVE ITEMS

Please email requesting a return authorisation number, no returns will be accepted without this number.

Defective items must be returned to the address specified at the issue of an authorisation number.

Items must be returned within (7) seven days of the purchase date to be eligible for replacement. Items will be replaced with the same item originally purchased. For items that cannot be replaced, a full refund will be offered.

DISCONTINUED OR CLEARANCE ITEMS

Please note that discontinued and Clearance items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.

HOW TO RETURN YOUR ITEM

Complete the on-line Contact Form. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Authorisation Number (RAN).  You must obtain a RAN number immediately so as to ensure that you are eligible for a replacement or refund.

Send your item to the return address provided. Please ensure that your RAN number is clearly displayed on the return packaging.

As soon as the return has been received, a replacement product will be shipped or re-ordered.

IMPORTANT

The return must be received by AURugs.com.au within (14) fourteen days of the RAN number being issued.

Any replacement product will only be shipped after any faulty item has been received by AURugs.com.au.

All returns must have a RAN number.

Any item that is returned to AURugs.com.au without a RAN number will be returned to sender.

If you feel that your return falls outside of our policy, then you will need to complete an online contact form to confirm if your return can be accepted.