At Designer Rugs, we take pride in our handmade rugs, handmade to be perfect for your space. However, we understand that sometimes returns are necessary. Please review our policy below:

General Returns (Purchased in showroom or online)

• Contact us within 7 days of receiving your rug to initiate a return.
• Rugs must be returned in their original, unworn condition. The rugs must not show signs of use (e.g., installed, walked on, or with furniture placed on them).
• Returns must be completed within 14 days of delivery.
• A 10% restocking fee applies to all returns.

Refunds, Credits, and Exchanges

• Full price items: Eligible for refund, credit, or exchange.
• Sale items: Eligible for credit or exchange. Refunds are only offered if the item is deemed faulty by our team.

Custom Orders

Custom made rugs (e.g., specific size, style, or finish) are non-returnable and cannot be exchanged. Cancellations within:

• 5 days: 30% fee
• 7–14 days: 50% fee
• After 14 days: Full payment forfeited.

How to Return

1. Roll the rug tightly and wrap it securely in the original packaging. If you no longer have the packaging, we can provide replacements.
2. Submit a return request via our Returns Portal or contact our Customer Care team.

Important Notes

• A 10% restocking fee applies to all returns.
• Refunds are only available for incorrect, damaged, or faulty rugs.
• Shipping and handling fees are non-refundable.
• Rugs damaged during return transit due to poor packaging may incur additional charges.

Faulty or Incorrect Rugs

We carefully inspect all rugs before shipment to ensure they meet our quality standards. However, if you receive an incorrect or faulty rug, please follow these steps:

Incorrect Rugs: Notify us within 2 days of delivery. We will arrange for the incorrect rug to be returned at no cost to you. The correct rug will be dispatched as soon as we receive the original rug.

• If the incorrect rug is returned damaged or shows signs of use, we reserve the right to charge a replacement fee.
• If you ordered the wrong rug, you will need to cover the return shipping costs.
  
  

Faulty Rugs: Notify us within 7 days of delivery and provide photos of the issue. If the fault is verified, we will offer one of the following options:

• A replacement (subject to availability)
• An exchange (any price difference will be refunded or charged accordingly)
• A refund (processed within 7 business days after inspection)

We will arrange return shipping for faulty rugs at no cost. However, if the rug is inspected and found not to be faulty, the shipping cost will be charged back to you.
When returning a faulty or incorrect rug:

1. Roll the rug tightly and wrap it securely in the original packaging.
2. Rugs damaged during return transit due to poor packaging may incur additional charges.
   
   

Damage Rugs 

If your rug arrives with damaged packaging (e.g., torn, wet, or otherwise compromised), please do not sign for the delivery. Instead:

1. Contact our Head Office immediately at +61 2 9550 9933 and provide photos of the damaged packaging and rug.
2. We will work with the courier to resolve the issue and arrange for a replacement or refund if necessary.

Please note: We cannot offer refunds or exchanges for damage caused by mishandling after delivery, such as:

• Water stains
• Dirty footprints
• Tears or cuts from opening the packaging
• Furniture marks
  
  
  
  

Rug Warranty 

Our rugs are handmade and come with a 12 month warranty against structural defects, provided they are used for normal domestic purposes and maintained according to our care instructions.

If a defect is found, we will:

• Repair the rug, or
• Replace it with the same rug (if available), or
• Offer a replacement of equal value or an online credit voucher.

Exclusions: The following are not considered defects:

• Shedding: Natural fibres may shed initially. Regular vacuuming will reduce this.
• Fading: Rugs exposed to direct sunlight may fade. Rotate your rug periodically to minimize this.
• Size Variations: Handmade rugs may vary by up to 3% in size.
• Sprouting: Short fibres may pop up, especially under furniture. These can be trimmed without affecting the rug’s integrity.
• Colour Variations: Slight differences in colour may occur due to the use of natural fibres.

Improper or negligent use, such as incorrect cleaning, chemical damage, water damage, or fading from prolonged sunlight exposure, will void the warranty.

To make a warranty claim:

1. Email us with your invoice number, date of purchase, and photos of the defect.
2. Include a close-up image of the issue and a full photo of the rug.

For assistance, contact our Head Office at ++61 2 9550 9933  or via our Contact us .

Backorder

Occasionally some items will be out of stock on our website but will remain available for sale. This means that the stock either has sold out or hasn’t arrived to us yet, but we are offering it to allow you to secure the stock. To secure your order, full payment is required.

The estimated dates for arrival are our best approximate, and are provided to us by our manufacturing team, but these can change due to factors out of our control. You do not need to follow this up, we promise we haven’t forgotten you. We will get in touch if the expected date of arrival of your pre-ordered item changes.

There are no cancellations on backordered rugs after the order has been confirmed.

In the rare exception where a cancellation is deemed necessary by our team on any backorder, there will be a 10% cancellation fee applied to the refund.

By confirming a backorder, the client is agreeing to adhere to our policies unconditionally. Once the backordered rug is received by the client they can then choose to return the item in accordance with our return policy.