Refund policy

Refunds & Returns Policy

DECOR RUG

Policy Scope
This Refunds & Returns Policy applies only to rug products sold by DECOR RUG.
Flooring products are subject to a separate returns policy, which will be provided on the relevant flooring product pages or upon request.

At DECOR RUG, we take pride in the quality of our rugs. If you are not completely satisfied with your purchase, please review our returns and refunds policy below.

Returns

  • We accept returns within 14 days of delivery.

  • To be eligible for a return, the rug must be:

    • Unused, unwashed, and free from damage

    • In its original condition and packaging

  • Custom-made rugs are non-refundable and non-returnable, as they are made to order, unless the item arrives damaged or faulty.

How to Request a Return

To request a return, please contact us at info@decorrug.com.au within 14 days of receiving your order and provide:

  • Your order number

  • Reason for return

  • Photos (required if the item is damaged or incorrect)

Once approved, we will provide return instructions.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • Original shipping fees are non-refundable.

  • We recommend using a tracked shipping service, as DECOR RUG is not responsible for lost or delayed return shipments.

Refunds

  • Once your return is received and inspected, we will notify you of the outcome.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Refund timing may vary depending on your payment provider.

Damaged or Incorrect Items

If your rug arrives damaged or you receive the wrong item:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the issue and packaging

We will offer a replacement or a full refund at no additional cost.

Exchanges

  • We offer direct exchanges; however, DECOR RUG is not responsible for delayed return shipments.

  • If you wish to purchase a different rug, please return the original item (if eligible) and place a new order.

Australian Consumer Law

This policy does not limit your rights 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.

Contact Us

For any questions regarding returns or refunds, please contact:
📧 Info@decorrug.com.au