Refund policy

Noosa Rugs | Online Returns & Refunds Policy

At Noosa Rugs, we want you to love your new floor covering. We understand that seeing a rug in your own home, under your specific lighting and alongside your furniture, is the best way to ensure it’s the perfect fit.

Important Note: This policy applies exclusively to online purchases. For in-store purchases, please refer to the terms displayed at our showroom front desk or speak with our team.

 

 

1. Our 14-Day "Change of Mind" Guarantee

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 or store credit. 

  • 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.
  • These are as below;

    • Original shipping costs transporting to your location

    • Return shipping costs (if organized by us).

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

2. How to Ensure Your Return is Accepted

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, odors, pet hair, insects 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.

3. Non-Returnable Items & Exceptions

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.

4. Damaged or Incorrect Items

Please inspect your delivery immediately. Any discrepancies or transit damage must be reported within 48 hours so our team can action immediately with courier company.  

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.

5. Simple Exchange Process

Because our inventory moves quickly and large-scale freight is complex, we do not offer direct exchanges on our products. 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.

6. Fair Use Policy

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

 

 

Need Assistance Before You Buy?

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. As a small Australian Business you will be dealing with locals who understand our unique requirements.