We have a 4-day return policy, which means you have 4 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@rugly.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@rugly.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Change of mind returns
Please contact us at hello@rugly.com.au if you wish to return an item.
Any change of mind returns requests must be made within 4 days of receiving the item and the rug must be undamaged, unworn and in original condition. Any shipping costs associated with change of mind returns will be at the expense of the customer and will be deducted from your refund. We also charge a 10% restocking fee for all change of mind returns as the rugs need to be repackaged and processed by the warehousing team.
We can advise you at the time of the return what the restocking and courier fee will be. Once your courier pick up is confirmed you will receive a return form and shipping label to attach to your rug. If you prefer to arrange your own courier, you will still need a return form from us to attach to the rug so we can identify it. Without this form we will not know who the rug came from.
To ensure rugs are protected during transportation please wrap them in the original plastic or use garbage bags. Any damage incurred during transportation will be at the fault of the customer. Ensure the original shipping labels are removed or no longer visible to avoid the rug being sent back to you.
Once we receive your return, the condition will be checked by warehouse staff and your refund will be processed minus any courier and restocking fees. You will be notified via email when your refund is processed.
For safety reasons we do not allow customers to personally drop the rugs back to us, they will need to be returned by a registered courier.
Manufacturing Fault
While we do everything in our care to ensure products arrive in perfect condition, issues can arise. If there is an issue with the goods delivered such as the incorrect item or manufacturing fault, please notify us at hello@rugly.com.au as soon as possible within 24 hours of delivery. If possible please attach detailed images of the fault, this will speed up the process.
Packaging
To protect our rugs from damage they are shipped with a protective plastic. Unfortunately, we have investigated alternative methods of protecting the rugs and at this time have been unable to find a suitable biodegradable alternative. We recommend you take your plastic packaging to your nearest supermarket for soft plastic recycling.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@rugly.com.au.