Refund policy

 

Refund & Return Policy — Rug N Roll

 


At Rug N Roll, we want you to love your purchase. This policy explains how we handle returns, exchanges and refunds, in line with Australian Consumer Law (ACL).


 

1) Your rights under ACL (Faulty/Incorrect/Not as Described)

 


You are entitled to a full refund or replacement (and we cover all freight costs) if your item is:

 

  • Faulty or defective, or

  • Damaged on arrival, or

  • Incorrect (not the item you ordered), or

  • Significantly different from our description or images.

 


If any of the above applies, email info@rugnroll.com.au with your order number, photos/video and a brief description within 7 days of delivery. We’ll arrange pickup/label at no cost to you.


 

2) Change of Mind (Store Credit Only)

 


We accept change-of-mind returns for store credit only if:

 

  • Requested within 14 days of delivery,

  • The rug is unused, uncut, unwashed and in original packaging, and

  • You include the original proof of purchase.

 


Important for Change of Mind:

 

  • Shipping costs are the customer’s responsibility.

    – If you use our bulk-rate return label, that charge is deducted from your credit.

    – If you ship it yourself, use a trackable service and share the tracking number.

  • Original shipping is non-refundable. Where “Free Delivery” applied at checkout, our actual outbound freight cost will be deducted from your credit.

  • Credits are issued after inspection and are valid 12 months, online and in-store.

 


 

Example (transparent costing)

 


Item price: $399

Our outbound freight (actual): $59

Return label (our bulk rate, optional): $39

Store credit issued: $399 − $59 − $39 = $301


 

3) Exchanges

 


Want to swap for a different colour/size/design?

 

  • Process it as a change-of-mind return (above) and we’ll issue store credit upon inspection so you can re-order immediately.

  • We’re happy to send photos/videos of alternatives before you post back to reduce re-shipping.

 


 

4) How to start a return

 

 

  1. Email info@rugnroll.com.au with Order #, reason, and photos (if applicable).

  2. Choose: our bulk-rate label (cost deducted) or self-post (share tracking).

  3. Pack securely: roll tightly, plastic wrap, then carton or heavy-duty bag. Include a note with your Order #.

  4. On arrival, we inspect within 1–2 business days and then issue the refund/replacement (ACL cases) or store credit (change of mind).

 


 

5) Packaging & condition

 


Returns must be received unused and resellable, with packaging. Rugs with signs of wear, soiling, odour, trimming, cutting or damage may be declined or incur a restocking deduction.


 

6) Exclusions

 

 

  • Clearance / Final Sale marked items: not eligible for change-of-mind.

  • Custom cuts/overlocked custom-size hallway runners: not eligible for change-of-mind.

  • Commercial/contract orders: by agreement only.

 


 

7) Damaged in transit

 


If packaging arrives damaged, please photograph before opening. If the rug is affected, email us within 48 hours so we can file a carrier claim and resolve it quickly.


 

8) Contact

Questions or help with a return?


Need Help? Contact Us!

Email: info@rugnroll.com.au
Phone: 0352222645
Website: rugnroll.com.au