Refund policy

Refund & Return Policy — Rug N Roll

At Rug N Roll, we want you to shop with confidence. This policy explains our easy 14-day returns, exchanges, refunds and your rights under Australian Consumer Law (ACL).

1. Free Australia-Wide Delivery
Rug N Roll offers free Australia-wide delivery on rug orders with no minimum spend. This free outbound delivery is not deducted from your refund if you later make an eligible change-of-mind return.

2. Change of Mind — 14 Days
Eligible online purchases can be returned within 14 days of delivery if the item is unused, unwashed, undamaged, in resaleable condition, securely packaged, and returned with proof of purchase.

Change of mind includes choosing the wrong size, colour or design, or deciding the rug is not right for your space.

Exchange: If you choose an exchange, Rug N Roll will cover one return collection per order.

Store Credit: If you choose store credit, Rug N Roll will cover one return collection per order.

Refund to Original Payment Method: If you prefer a refund, we can arrange the return courier for you. The return collection cost will be confirmed before the booking is made and deducted from your refund after the rug has been returned and inspected.

Return collection costs vary depending on rug size, weight and collection location. We will always confirm the amount before booking — no surprise return charges.

3. Additional Change-of-Mind Returns
The free return collection benefit for exchange or store credit is limited to one return collection per order. Any further change-of-mind return or exchange from the same order may be charged at the applicable return collection cost.

This benefit is intended for reasonable personal use. Rug N Roll may limit free return collection where there is repeated or excessive use of the return service.

4. Sale & Clearance Items
Sale and clearance items are eligible for our standard 14-day change-of-mind return policy unless the product is clearly marked Final Sale at the time of purchase.

5. Custom & Made-to-Order Products
Custom-size rugs, cut-to-size hallway runners, overlocked runners and other made-to-order or specially altered products are not eligible for change-of-mind returns unless otherwise agreed.

6. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, incorrect or not as described, this is not treated as a change-of-mind return.

Please contact us with your order number, photos and a brief description. Where the item is confirmed to have a fault or has been supplied incorrectly, Rug N Roll will arrange return collection at our cost and provide the appropriate remedy in accordance with Australian Consumer Law.

7. Colour, Texture & Natural Variation
We make every effort to display product colours and textures accurately. Screens, lighting and natural fibre variation can affect how a rug appears in person. Where the product is as described but simply does not suit your room, this is treated as a change-of-mind return.

8. Return Condition & Packaging
Returns must be securely packaged for transport. Rugs showing signs of use, washing, staining, odour, pet hair, cutting, trimming or customer-caused damage may be refused if they cannot be resold.

9. Courier Collection & Missed Pickups
If we arrange a return courier, the item must be correctly packaged, labelled where required, ready and accessible at the agreed collection location.

If a scheduled collection cannot be completed because the item is not ready, inaccessible, incorrectly packaged or unavailable, any additional courier rebooking or futile-pickup charge may be passed on to the customer. We will advise you of the charge before rebooking.

10. Refund Processing
Once the returned item is received and inspected, we will process the approved refund, exchange or store credit. Refunds are returned to the original payment method. Please allow up to 5–10 business days for your bank or payment provider to display the funds after processing.

11. How to Start a Return

Start a Return by signing in to your customer account and selecting the eligible order:
https://shopify.com/93391388953/account

You can also email info@rugnroll.com.au with your order number and the reason for the return. Our team will confirm your return option and, where applicable, the return collection cost before anything is booked.

12. Australian Consumer Law
Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law.

Contact
Rug N Roll
info@rugnroll.com.au
(03) 8390 7638
rugnroll.com.au