Rug Return Policy

Our Policy

This policy only applies to rug purchases made via our website ( Any transactions conducted in store are subject to the store's independent policy, which should be confirmed with the store at the time of purchase.

Change of Mind – 5 business Day Returns

We offer this change-of-mind policy in addition to your rights and remedies under the Australian Consumer Law.

If you do not love your online rug purchase and change your mind, you may return it to us for a refund on the basis set out below, provided that:

  • You contact our Customer Support team within five business days of the date you received the item;
  • You are able to provide satisfactory proof of purchase (see below);
  • The item is not an Excluded Item (see below);
  • The item is in original condition. The item must be 'as new' and not be used or show signs of wear;
  • The item is in its original packaging or in large, heavy-duty rubbish bag(s) to ensure the rug is entirely covered up prior to pick up; and
  • You pay a fee of $74.95 and the item is returned to our Partner Warehouse via their nominated courier service (see below).
  • When rugs are received back to our Alexandria DC, it can take up to 10-15 business days for our returns team to inspect the rug. This time frame is often shorter, and we endeavor to inspect and credit the rug as soon as possible. 

Excluded Items

  • We do not accept change-of-mind returns for custom size rug purchases, as these products are made to custom order.


We will provide you with a refund once the returned item is received in accordance with this policy, in an amount equal to the price you paid for the product, less the returns fee of $74.95 incl GST. Products damaged in return transit due to poor or insufficient packaging may incur additional charges.

Returns Process

Returns can only be accepted by our Partner Warehouse via their nominated courier service. Local Carpet Court stores cannot accept any change-of-mind returns of online rug purchases.

Please see steps to complete returns process below.

Consumer Guarantees

Ours 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 there is a problem, fault or defect please contact our Customer Support team.

There may be circumstances where you are not entitled to a remedy.

Wrong Item Delivered

Please contact our Customer Support team as soon as possible.

Item Damaged in Transit

Please contact our Customer Support team as soon as possible.

Problem, Fault, Defect

Please contact our Customer Support team as soon as possible.

Proof of Purchase

Receipt or email confirmation of purchase.


If possible, we recommend you take photographs of the item as received or which show the problem, fault or defect.

Customer Support and Process for Making a Return

Please follow the below steps in order to complete your returns process:

  • Complete the Returns Request Form, which requires details of your requested return including the reason for your return, the order number, your contact details, pick up details and any additional comments you wish to include.
  • Alternatively, please contact our Customer Support team at Customer Support business hours are Monday to Friday, 10:00am to 4:00pm (AEDT/AEST).

Our Customer Support team will promptly process your request and respond to you.