Returns

SHIPPING

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All of our rugs are shipped australia wide by Hunter Express or Toll. Tracking information is promptly provided to the same email used at checkout.

We dispatch orders within 1-5 business days depending on backlog of orders and peak periods.

If your order is not collected from the sender 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 order. Having an item returned to the warehouse for failed delivery will forfeit any change of mind returns. 

FAULTY PRODUCT

Please inspect your rug upon receiving for any manufacturing faults and please raise your claim within 5 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 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 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.


CHANGE OF MIND RETURNS

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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.

If your rug is deemed as used and not in original condition you will unfortunately not be eligible for a store credit.

Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you & less a small 10% re-stocking fee.

To complete your return, please email us within 4 business days of receiving your order.

Customer is responsible for return postage costs to Port Hughes, South Australia.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial if any store credits are granted: (if applicable)

* Item has been clearly used.

* Item has been damaged or stained by customer.
* Any item that is returned more than 14 days after delivery

Styling Advice Rug Recommendations - 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.

Sale items (if applicable)
Only regular priced items may be refunded as credit, 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.

Shipping Returned Items
To return your product, you should mail your product to: 79 Lambert Road, Port Hughes, South Australia, 5558.

The Customer will be responsible for paying for your own shipping costs for returning your item if change of mind. Shipping costs are non-refundable. 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.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.