Shipping & Returns

Shipping Information

The Rug Co has a number of logistic partners we use to deliver or prepare stock for collection. If you are local to our distribution center, you also have the option of picking up any orders you have placed, you can find more information below.

Pickup

You may choose to pick up your items from our warehouse in Campbellfield, Victoria which will incur no freight charge. Please advise us of the date you would like to pick up your order and the approximate time. We require a minimum of 24 hours to prepare goods for collection.

Our warehouse hours are Monday – Friday 10:00am – 4:00pm. No collections will be allowed outside of these hours.

Delivery

The Rug Co will ship the goods to you with our freight partners. We may elect to use any number of carriers we have a relationship with. The Rug Co will always use the cheapest path for the type of freight being delivered into the store. Depending on the volume of your order, you may receive stock from different carriers over different orders.

We offer free delivery into stores in all metro areas for orders of a minimum of $800 ex GST with the below conditions:

All remote and regional areas will be calculated case by case.
We can only absorb maximum 10% of final invoice (ex GST) regardless of region (metro, regional and remote). All freight costs will be discussed with clients if they exceed this before dispatch of orders.
To our remote clients we may suggest you provide us with a freight forwarder or share costs with us. Please contact our helpful staff with any questions you may have on 03 9308 8395 or email [email protected].

Please note: The Rug Co does not allow clients to organise their own carriers for collection from our warehouse.

Returns

The Rug Co stands behind all products we sell. Our goal is to have 100% satisfaction with all our customers. In some cases, there may be an issue with a product you have purchased. We have designed our return policy to ensure that any problem is efficiently resolved.

If you do have an issue with your order, please contact The Rug Co within 5 days of receiving the item. Any claims after this 5 day period will not be honoured. We will accept returns and provide you with an exchange or refund where:

The product is faulty or is not of merchantable quality, or;
The product is not fit for its intended purpose, or;
The product does not match the sample or our description; and;
The incorrect rug was shipped

If upon inspecting the item we find the product to not be faulty, we will issue a 20% restocking fee and charge the freight cost both ways to your account. Please return the item in its original packaging and secure it in order to avoid any damage.

Change of Mind Returns

If you wish to return an item because you have changed your mind about your purchase, The Rug Co will offer you an exchange or refund provided that:

You return the item within 14 days of date of invoice;
The item is in re-saleable condition including that:
- It is in its original packaging;
- It is unopened, unused and in its original condition;

If these requirements are not met, The Rug Co reserves the right not to offer an exchange or refund for change of mind returns.

Freight charges both ways will be charged to the customer along with a 20% restocking fee for all change of mind returns.

Goods on which a change of mind return is not available:

The Rug Co will not accept the return of rugs from the following categories under the change of mind returns policy under any circumstances:

Used Rugs
Damages to rugs caused by the customer

The Rug Co reserves the right to assess the condition and age of returned goods prior to offering an exchange or refund. This may result in an exchange or refund being refused.