Refund policy
Online Returns & Store Credit Policy
At Ideal Rugs, we want you to be completely satisfied with your purchase. To ensure a fair and consistent experience for all customers, we offer store credit for eligible change-of-mind returns rather than cash refunds. Please read the following policy carefully before making a purchase.
1. Change-of-Mind Returns
We understand that sometimes a rug may not be the right fit for your home. If you change your mind about your purchase, you may request a return subject to the following conditions:
- Return requests must be initiated within 3 days of receiving your order by contacting idealrugsheadoffice@gmail.com
- Returns must be approved by Ideal Rugs before the item is sent back.
- Once your return has been approved, the item must be returned within 10 days.
- Items must be unused, clean, undamaged, and in their original condition.
- Items must be returned in their original packaging, where applicable.
- Proof of purchase is required.
- Returns sent without prior approval will not be accepted.
Returns that do not meet these conditions may be refused.
2. Store Credit Only
For eligible change-of-mind returns, Ideal Rugs does not offer cash refunds or refunds to the original payment method. Instead, an approved return will be issued as store credit after the returned item has been received and inspected.
Store credit:
- Will be issued for the approved value of the returned item.
- Can be used towards a future purchase from Ideal Rugs.
- Cannot be exchanged for cash or transferred to another person.
- Does not include the original shipping or delivery charges.
- Is subject to the conditions outlined in this policy.
Store credit will only be issued once the returned item has been received and approved following inspection.
3. Return Shipping
- Customers are responsible for all return shipping and transportation costs for change-of-mind returns.
- We strongly recommend using a tracked and insured delivery service.
- Ideal Rugs is not responsible for items lost, stolen, or damaged during return transit where the customer has arranged the return.
- Original shipping and delivery fees are non-refundable and will not be included in store credit.
- Customers are responsible for ensuring that returned rugs are securely packaged to prevent damage during transit.
4. Store Credit & Return Limit
To prevent repeated returns and the ongoing recycling of store credit, the following conditions apply:
Maximum of 3 returns
Each customer is permitted a maximum of 3 approved change-of-mind returns under this policy. This limit applies to the customer’s entire return history with Ideal Rugs, including returns involving purchases made using store credit.
For example:
- A customer purchases a rug and returns it for store credit.
- The customer uses that store credit to purchase another rug and subsequently returns it for store credit.
- The customer uses the store credit again to purchase another rug and returns it for store credit.
After 3 approved change-of-mind returns, no further change-of-mind returns or store credits will be offered for that customer.
The return limit applies regardless of whether the purchase was made using cash, card, store credit, or a combination of payment methods.
Ideal Rugs reserves the right to refuse further change-of-mind returns where a customer has reached the maximum return limit or where the return appears to be part of a repeated purchase-and-return cycle.
This limitation does not affect any rights a customer may have under the Australian Consumer Law, including rights relating to faulty, defective, unsafe, or incorrectly described goods.
5. Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your rug or other item arrives damaged, faulty, or is not the item you ordered, please contact us immediately at sales@idealrugs.com.au with:
- Your order number.
- A description of the issue.
- Clear photographs of the item and any damage, where applicable.
We will assess the issue and work with you to provide an appropriate solution in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund, or another appropriate remedy.
The 3-day change-of-mind return period and the 3-return limit do not remove or restrict your rights under the Australian Consumer Law.
6. Handmade, Antique & Vintage Rugs
Many of our rugs are handmade, antique, or vintage. Natural variations in colour, texture, weave, pattern, and finish are part of their unique character and are not necessarily defects.
These characteristics will not automatically qualify an item for a change-of-mind return or store credit.
However, if an item is materially different from its description or sample, or has a fault covered by the Australian Consumer Law, please contact us so we can assess the issue.
7. Return Approval & Inspection
All returns must be approved by Ideal Rugs before being sent back.
Once we receive your returned item, it will be inspected to confirm that it meets the requirements of this policy.
If the return is approved, store credit will be issued for the eligible purchase amount, excluding original shipping and delivery charges.
If the item does not meet the return conditions, we may refuse the return and store credit.
8. In-Store Returns & Store Credit Policy
All in-store purchases must be returned to any of our stores within 3 days of purchase in case of change of mind, and a store credit will be issued which can be used within 6 months of issue.
Please note that no cash refunds are provided at any of our stores and only store credits are permitted.
9. Contact Us
For all return requests and enquiries, please contact:
Ideal Rugs
Email: idealrugsheadoffice@gmail.com
Please include your order number and details of your request so our team can assist you.
This policy applies to change-of-mind returns only and is subject to the Australian Consumer Law.