We thoroughly check our products before they are dispatched from the warehouse and are confident that we ship out products in the best condition. If an item is faulty please let us know and we will arrange to have it replaced. Our return policy lasts 30 days after we deliver your product. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, you need to contact us first and we require the receipt or the proof of purchase. Once we verify your purchase we will send you the instruction of how to return the product. We highly recommend you to consider using a trackable shipping service or purchasing the shipping insurance. We do not guarantee that we will receive your returned item. Any exchange or refund can only be processed once the returned product is received by our warehouse and the eligibility is assessed by our team. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange & refund request.

If you are approved, you can choose to receive a store credit or a refund to the original method of payment, usually within 2 to 3 weeks. 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return minus restocking fee. Once the returned item is received, a gift certificate will be provided to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, refund can only issued to the gift giver based on the original method of payment.

Need help?

Contact us at info@rugsanctum.com.au for questions related to exchanges & refunds and returns.