Returns Guide

Dispatch Time: Orders are typically dispatched within 1 to 3 business days once we have your correct shipping details. We will notify you if there are delays due to stock availability or public holidays.

• Delivery Estimates: All delivery dates are estimates. We do our best to meet your requests, but we cannot guarantee exact times.
• Clear Instructions: Please ensure you provide clear delivery instructions and safe access for the courier. If a delivery fails due to inaccessible locations or unclear instructions, any redelivery fees will be the customer's responsibility.
• Authority to Leave: By ordering from us you agree that our couriers can leave your package at your delivery address without your signature of acceptance. Please contact us before ordering if you require signature acceptance. Longer delivery times and high costs can apply. 

Please inspect your delivery immediately. Any discrepancies or transit damage must be reported within 48 hours. 

To lodge a claim:

1. Email info@noosarugs.com.au with your order number.
2. Attach clear photos of the product and the external packaging.
3. Note any visible damage with the courier at the time of delivery.

If your online selection isn’t quite right, you can initiate a return within 14 days of receiving your order for a refund or store credit.

Refunds: Approved refunds are processed back to your original payment method.

Deductions: To keep our pricing competitive for all customers, refunds are processed less:

You will be responsible for the shipping and handling costs for a change of mind return (including any taxes or duties), irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

- Original shipping costs.

- Return shipping costs (if organized by us).

- A flat $30 restocking/handling fee per item.

To qualify for a refund or store credit, the rug must be returned in "as-new" condition. We recommend testing the rug on a clean floor and keeping pets and foot traffic away until you are sure of your choice.

Condition Requirements:

• Original State: Unused, clean, and free from marks, odors, pet hair, or debris.
• Secure Packaging: Items must be returned in their original packaging or equivalent heavy-duty protective plastic.
• Properly Sealed: The rug must be tightly rolled and fully sealed to prevent moisture or transit damage.

Note: Noosa Rugs reserves the right to refuse a return or apply a value deduction if a rug arrives damaged, soiled, or poorly packaged.

To qualify for a refund, the rug must be returned in "as-new" condition. We recommend testing the rug on a clean floor and keeping pets and foot traffic away until you are sure of your choice.

Condition Requirements:

• Original State: Unused, clean, and free from marks, liquids, food, odors, pet hair, or debris.
• Secure Packaging: Items must be returned in their original packaging or equivalent heavy-duty protective plastic.
• Properly Sealed: The rug must be tightly rolled and fully sealed to prevent moisture or transit damage.
• Returned by Courier: We will not accept returns delivered in person to our shopfront, depots, offices or warehouse facilities.

Note: Noosa Rugs reserves the right to refuse a return or apply a value deduction if a rug arrives damaged, soiled, or poorly packaged.

To maintain our service standards, certain items fall outside our standard free-return program:

• Oversized Rugs (3x4m and larger): These require specialized freight. Return shipping is at the customer’s expense and requires a custom quote.
• Clearance & Final Sale: Items marked as "Clearance" or "Final Sale" are not eligible for standard returns.

International Orders: Returns are not available for orders delivered outside of Australia.

Approved refunds are processed back to your original payment method or store credit.

Customers can choose their preferred option. Store Credit lasts for 12 months from date of return.

Refunds will also be issued for product is out of stock and an error has occured allowing for product to be sold on website. We applogies for this inconvience and will action a refund immediately.

To ensure our returns program remains sustainable, we monitor return activity. We allow a maximum of two return requests per customer/address within a 30-day period. Accounts with excessive "buy-to-try" behavior may have future orders limited or designated as Final Sale.

You can purchase as many rugs as you like, however please note that you only have 2 x free returns per 30 days.

Because our inventory moves quickly and large-scale freight is complex, we do not offer direct exchanges. To secure a different size or style:

1. Place a new order online for your preferred rug.
2. Return your original item for a refund under the 14-day policy.

Our expert team is here to help you get it right the first time. If you are unsure about a texture, color, or size, please reach out for personalized advice.

• Call: 07 5442 4899
• Email: info@noosarugs.com.au

Web: noosarugs.com.au