If your goods have a major failure or are of unacceptable quality
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If we offer you a free repair for a minor problem, you must accept it.
If your goods have a major failure or are found to be not of acceptable quality then you are entitled to a refund or a replacement (as the case may be) provided that the faulty or damaged goods are returned to us within 30 days of you receiving the goods.
How to arrange for a refund or replacement
Just follow these simple steps within 5 days of receiving your rug:
1) Download and complete a returns form. Please choose from either Form for Damaged Rug or Form for General Return.
2) Once completed, scan or take a photo of the form.
3) Email the form to us at: firstname.lastname@example.org along with some days/times that are most suitable for the rug to be picked up
Once we receive your completed form, we’ll get in touch as soon as possible to confirm a courier pick-up time. We will also outline the next steps to make the process as smooth as possible for you.
If you believe your rug is faulty please notify us within 14 days of receiving it. Any claims after this will unfortunately not be able to be processed.
Preparing your rug for return
To ensure a smooth return process, we ask that you keep your rug in the original packaging with no signs of wear. You will also need your proof of purchase. If there are any signs of wear caused by use or the courier due to incorrect packaging, this may unfortunately affect your claim. We’d hate that to be the case.
If you’ve got any questions about rugs or returns in general, our team is always on hand to answer them. Simply contact us on email@example.com.
Queries about our returns policy
If you have any questions about our returns policy, please contact us at:
Carpet Court Australia Limited
Locked Bag 50, Mount Waverley Business Centre, VIC 3149
1300 CARPET (1300 22 77 38) or firstname.lastname@example.org