Refund & Returns
CHANGE OF MIND RETURNS
To be eligible for a return, your item must be unused and in the same condition that you received it.
It must also be in the original packaging.
We reserve the right to refuse a return or issue a store credit if your item is deemed as used and not in it's original condition.
To complete your return, please email us within 7 days of receiving your product.
Customers are responsible for return courier costs to Port Hughes, South Australia.
(The exact address for returns will be provided upon request via email to info@rugenvy.com.au)
*Please do not send your item back to the manufacturer or dispatch warehouse.
There are certain situations where only partial refunds are granted: (if applicable)
- Item has been clearly used.
- Item has been damaged by customer.
- Any item that is returned more than 14 days after delivery
- Some item's over $200 may incur a 20% re-stocking fee.
STYLING ADVICE & RUG RECOMMENDATION RETURNS
Change of mind returns if recommended by Rug Envy will still incur a re-stocking fee and return freight cost covered by customer.
While we always go above and beyond by providing the best advice based on customers requirements and their space, the final purchase decision/responsibility still lies with the customer.
If a customer purchases a rug based on our recommendation and finds it is not what they're after the usual returns process still applies along with incurred costs.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 24 hours.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@rugenvy.com.au
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same or similar item, send us an email at info@rugenvy.com.au. We will do our very best to accommodate your request.
FAULTY PRODUCTS
Please inspect your item upon receiving it for any manufacturing faults.
Please raise your claim within 7 days of receiving your item.
General imperfections that all rugs are prone to having for example, minor exposed threads - we are extremely accommodating, so don't worry you will be very well looked after.
Please include clear and prominent images of the area with the fault and with supporting description.
Once your claim is approved, we will organise for your rug to be picked up and replaced entirely at our expense.
AUTHORITY TO LEAVE
If you happen to directly contact our freight provider and give authority to leave, Rug Envy is not responsible for any damage caused by the elements or theft from a residence.
While our rugs are very well packed for transit there is a very small chance they may be damaged in transit. This is something that is entirely out of our control and we are not responsible for any damage caused while in transit.
This does not mean we are not prepared to work with you in some regard.
SHIPPING / DELIVERY
If your order is not collected from the courier and is returned by the freight provider, the customer will need to cover a shipping fee to have the item re-sent. Shipping cost may vary depending on the size and weight of the order and location.
Shipping Returned Items to Rug Envy:
To return your product, you should arrange for a courier to deliver your product to: Port Hughes, South Australia. (The exact address for returns will be provided upon request via email to info@rugenvy.com.au)
The Customer will be responsible for paying for the shipping costs for returning the item if change of mind.
Your rug must be undamaged, unused and in perfect condition.
If we deem the rug as used or damaged, we reserve the right to refuse a refund and return the rug to original buyer with shipping cost covered by customer.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We recommend using a trackable courier service or purchasing shipping insurance as we can not guarantee the returned item does not become lost in transit.
Shipping costs for return items are non-refundable.