Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and returned in plastic as per it was received. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@rugsntimber.com.au. If your return is accepted, we’ll send you our return address, as well as instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@rugsntimber.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items that arrive that you deem to be "not as described", due to variations on colour, size or design, will be classified as "change of mind" cases, as per the return details outlined above, as well as the refund policies and charges mentioned, will apply.

Items that arrive in a damaged condition, must be brought to our attention with 5 days of receiving your item. Any time after this, we will not be able to help resolve the issue.

Damaged items will require photo evidence, emailed to us, and our team will review your case, and respond with an outcome. Please allow for up to 5 business days for a reply to your initial contact, and up to 14 business days after receipt of photos for the item to be assessed, as it may require us to forward these details on to our supplier for them to look over the details for their assessment.

In the case that your item is deemed faulty or damaged, will be organise collection for damaged item, and organise a replacement. In the event that a replacement is not available, we will over an alternative or store credit.

If, when your order is being delivered, you notice obvious damage to your package, please refuse delivery, and contact us immediately, so that we can contact the courier. Items damaged during transit are not covered by insurance if delivery is accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom made products, as well items ordered in especially, that we don't normally stock, including alternative sizes/colours etc.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, minus a re-stocking fee, as well as a deduction for the original freight charge, even if your order had "free shipping". The re-stocking fee is 25%, which is a non negotiable fee. The deducted freight charge is dependent on the size and weight of the item purchased, and this amount is available on request. If your purchase qualified for "free shipping", please note that even though you didn't have to pay for freight, we as the seller did, and as such this amount that we paid will need to be deducted from your refund, as mentioned above.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

In-Store Purchases

Please note, if you purchase an item directly from our stock held in our Belrose store, you are not eligible to return for a refund. We are however happy to exchange for another item, or for store credit.

Any customer orders, whereby an item is ordered in from our supplier, for example a different design, size or colour, are not returnable for a refund or exchangeable.

We do however, offer a "borrowing" service, where you can take home an item we have in store, for up to 48 hours, to see if it is suitable. We take a manually imprint of your credit card details, as a holding deposit for the borrowed item, and if you decide that you would like to keep it, all you need to do is call us on (02) 9450 0554, and we will process through the payment. If you feel that it isnt quite right, you are welcome to then return the item within 48 hours, and we will take the hold off your credit card payment, and return it to you. There are no charges involved with this service, other than your time to drive back and forth to our store!

Please note, if we have not heard from you within the 48 hours, we will attempt to contact you directly to see if you will be keeping or returning the item. If we attempt to contact you, and are unsuccessful after a couple of attempts, we will process through the payment, and assume you are keeping the item.

Refunds will not be given on items that are processed after the borrowing process, once payment has been made.

If you have any questions regarding the borrowing process, or any other terms stated, please give us a call on (02) 9450 0554.