Refund policy

30 day money back guarantee

At RugSpot we’re all about service and customer experience. If you receive your order and are not completely happy with it, you can return it within 30 days for refund subject to the following conditions:

  • The goods must be returned in ‘as new’ condition*
  • Excludes custom-made and altered items, sale, specials and clearance items (See below)
  • The return shipping cost is your responsibility. We can assist by arranging the return but the costs will be deducted from your refund (get an estimate of shipping charges using the calculator below)
  • Returns covered under the 30 day money back guarantee can only be used once per customer

Full details of this policy can be found in clause 5.1 of our Terms and Conditions.

 *‘As new’ condition means unused, unmarked, unlaundered and in original packaging

Damaged or faulty goods

We carefully inspect all our products for quality and faults before shipment.

  • If  your order arrives and has visible damage, do not accept it, or if you must do, please ensure you record the damage on the delivery docket and have the driver acknowledge the damage and sign for it.
  • If your order has a manufacturing fault after you have received it

we will gladly replace it if you contact us by email service@rugspot.com.au within three days of receiving the goods.

Before we can arrange for a replacement, the original product must be returned to RugSpot for our team to assess the fault/damage. If we deem that the damage occurred in transit or it has a manufacturing fault, the item will be replaced or repaired free of charge.

The cost of returning the goods to RugSpot for assessment is the responsibility of the customer. We can assist by arranging the return but the costs will be deducted from your refund (get an estimate of shipping charges using the calculator below). The shipping costs are refunded if the fault is established by our team.

Establishment of a fault and the remedy offered is at the sole discretion of RugSpot.

Limited Editions (Masterpieces) &  “Custom Made” Orders

Some products can be “custom-made” in a specific size or colour. To place a “custom made” order, you will first need to email us at sales@rugspot.com.au with your requirements. If your requirements can be met, we will provide you with an approximate delivery time and quote before we proceed with the order.

Important notes:

  • Delivery time for “custom made” orders can be effected by manufacturing, shipment and customs clearance delays which are beyond our control. The delivery dates are to be used as guide and we do not accept any liability for delays beyond our control.
  • Australia has one of strictest Customs and Quarantine laws in the world. Every item imported to Australia is subject to Customs and Quarantine inspection and delays.

Please choose carefully as “Custom made” goods cannot be returned, exchanged or refundable.

Alterations

Some items such as runners can be “cut” or “altered” to meet your specific requirements. These alterations are carried out by third party contractors and are normally shipped within seven working days. Altered goods are done at your request and we do not accept any responsibility for the quality of work carried out.

Please choose carefully as “Altered” goods cannot be returned, exchanged or refundable.

Sale and Clearance Items

Please choose carefully as Sale, Specials and Clearance goods cannot be returned, exchanged or refundable.