If your order isn’t quite right, you may return it within 14 days of delivery for a refund or exchange.
All items must be unused, in their original condition and packaging, with tags and labels intact.
Return shipping costs are the responsibility of the customer.

To request a change of mind return, email info@therughouse.com.au and include:

• Your order number
• Clear photos of the rug showing it is unused and in original condition
  

We’ll reply with the next steps and the return address. Once your return arrives and passes inspection, we’ll finalise your refund or exchange within 7 business days.

Return postage costs are the responsibility of the customer. We strongly recommend using a tracked shipping service, as returned items remain the customer’s responsibility until they reach us.

If a return is due to a manufacturing fault or an incorrect item being sent, The Rug House will arrange or cover the return shipping costs.

If you believe an item is faulty, contact us within 7 days of delivery at info@therughouse.com.au
with a description and photos of the issue.
Faulty items will be assessed. We repair, replace or refund depending on the situation and in line with ACCC guidelines.
If an item cannot be repaired, it will be refunded or replaced.
For items damaged in transit, email us within 48 hours of delivery with clear photos of the damage.

At The Rug House, we stand by the quality of our products. All rugs are covered by a 12-month manufacturer’s warranty for faults relating to materials or production.

This warranty does not apply to:

• Normal wear from everyday use
  
• Damage caused by accidents, improper handling, or misuse
  
• Issues resulting from incorrect cleaning, maintenance, or care
  

If you experience an issue you believe is related to a manufacturing fault, please email info@therughouse.com.au with your order details and clear photos so our team can review and assist.