Return & Refund Policy

You have 14 days from the date you receive your order to request a return. Requests made after this period cannot be accepted, except where the product is faulty or your local consumer law grants you a longer right of withdrawal.

A returned rug must be:

• unused, unwashed and free of stains, odours, pet hair and wear;
• in its original condition, with all labels attached;
• returned in its original packaging or equivalent protective packaging.

Rugs that have been placed on the floor and walked on, cleaned, cut, or altered in any way are not eligible.

Custom rugs — any rug produced from artwork, a logo, a photograph, a name or any other element you supply — are made specifically for you and are non-refundable and non-returnable. This does not affect your rights if the rug arrives faulty, damaged, or materially different from the artwork and size you approved before production.

Email ruglabcontact@gmail.com within the 14-day window with your order number, the item concerned, the reason for the return and photos of the rug in its current condition. We will confirm eligibility and send you the return address and instructions.

Do not ship anything back before you receive our written confirmation — unannounced returns cannot be processed.

Return shipping costs are paid by the customer for change-of-mind returns, and the original shipping charge is non-refundable. We recommend a tracked service: until the parcel reaches us, the return remains your responsibility. When the return is due to a fault, a damaged item or our error, we cover the return cost.

Once your return arrives we inspect it within 3 business days. If it is approved, the refund is issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.

If a return is rejected because it does not meet the conditions above, we will contact you and can ship the rug back to you at your expense.

Inspect your parcel on arrival. If the rug is damaged, faulty or not what you ordered, contact ruglabcontact@gmail.com within 7 days of delivery with:

• your order number;
• clear photos of the fault or damage;
• a photo of the full rug;
• a photo of the outer packaging and shipping label.

Photos are required to open a claim with our production and carrier partners. Once verified, we will replace the rug free of charge or issue a full refund, at your choice. You may be asked to return the faulty item at our expense.

If tracking shows no movement for an extended period, or the parcel is marked delivered but you have not received it, contact us within 30 days of the last tracking update so we can open an investigation with the carrier.

RUGLAB, 26 Bailey Street, Newtown, NSW 2042, Australia. Returns and refunds: ruglabcontact@gmail.com.