Returns & Refunds

Returns, Refunds & Consumer Guarantees Policy

30 DAY RETURN POLICY

At Rug Addiction, we want you to feel confident when purchasing from us online. This Returns, Refunds & Consumer Guarantees Policy explains our change-of-mind return conditions, what to do if your rug arrives damaged or faulty, and your rights under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Change-of-Mind Returns

Please choose your rug carefully, including checking the size, colour, material and product information before placing your order.

For eligible standard products purchased online, Rug Addiction accepts change-of-mind returns provided that:

  • you contact us within 30 days of receiving your order;

  • the product is unused, unwashed and in its original condition;

  • the product has not been altered, cut, modified or damaged;

  • the product is returned in suitable protective packaging;

  • you provide satisfactory proof of purchase; and

  • the product is not an excluded product listed below.

Unless otherwise agreed by Rug Addiction, the customer is responsible for arranging and paying the cost of returning a change-of-mind item.

Original delivery charges are not refundable for a change-of-mind return.

We recommend using a tracked and insured delivery service when returning a rug, as you remain responsible for the product until it is received by us.

Once your return has been received and inspected, we will contact you regarding the outcome of your return.

Nothing in this section limits your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law.

Products Excluded From Change-of-Mind Returns

We do not accept change-of-mind returns for:

  • custom-cut hall runners;

  • rugs or runners cut, altered, overlocked or otherwise customised specifically for your order;

  • custom-made or made-to-order products;

  • special-order products where clearly identified as such before purchase; or

  • products that have been used, damaged, soiled, washed or altered after delivery.

These exclusions apply only to change-of-mind returns.

Your rights under the Australian Consumer Law continue to apply if an excluded product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Custom-Cut Hall Runners

Please carefully check your required length before ordering a custom-cut hall runner.

Our custom hall runners are cut from a roll to the length selected by you and the ends are finished specifically for your order. Once cutting or customisation has commenced, the order cannot generally be cancelled or returned because you have changed your mind, selected the incorrect length, no longer require the product or do not like the product after receiving it.

This does not affect your rights under the Australian Consumer Law if the runner is faulty, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.

Return Address

Please contact Rug Addiction before returning an item so we can provide return instructions and, where appropriate, a return authorisation.

Approved shipped returns should be sent to:

RUG ADDICTION
129 HIGH STREET
KANGAROO FLAT VIC 3555
AUSTRALIA

Please include your name and order number with your return.

Do not send a faulty or damaged product back to us before contacting us, as we may arrange an alternative return, collection, inspection or assessment process.

Damaged in Transit

While we take care when arranging delivery, items can occasionally be damaged during transit.

If the packaging or product is visibly and significantly damaged when delivery is attempted, where practical please photograph the damage before opening or accepting the delivery and contact Rug Addiction as soon as possible.

If you discover transit damage after delivery, please take clear photographs or video showing:

  • the external packaging;

  • the damaged area of the product;

  • the overall product; and

  • any shipping labels where relevant.

Please contact us as soon as reasonably practicable after discovering the damage. Prompt notification helps us investigate the matter with the courier or supplier, but failure to notify us within a particular number of days does not remove any rights you may have under the Australian Consumer Law.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include:

  • repair;

  • replacement;

  • refund;

  • another remedy agreed with you; or

  • collection or return of the product.

Where Rug Addiction is responsible for return or collection costs under the Australian Consumer Law, we will arrange or reimburse reasonable return costs as required by law.

Faulty Products & Consumer Guarantees

All products sold by Rug Addiction come with consumer guarantees under the Australian Consumer Law.

Products must, among other applicable guarantees:

  • be of acceptable quality;

  • be fit for any disclosed purpose;

  • match their description;

  • match any sample or demonstration model where applicable; and

  • have any other characteristics required by the Australian Consumer Law.

If you believe your rug or runner is faulty, please contact us and provide your order details, a description of the problem and, where reasonably possible, clear photographs or video.

Rug Addiction may need to inspect or assess the product before determining the appropriate remedy.

The remedy available will depend on whether the problem is considered a major or minor failure under the Australian Consumer Law.

Major Failures a product has a major failure under the Australian Consumer Law, you are entitled to choose between:

  • a refund; or

  • a replacement of the same type of product.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

Minor Failure

Where a problem is not a major failure, Rug Addiction is entitled to provide an appropriate remedy in accordance with the Australian Consumer Law, which may include repairing the product within a reasonable time.

If the problem cannot be repaired or otherwise remedied within a reasonable time, you may be entitled to another remedy under the Australian Consumer Law.

Australian Consumer Law Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Natural Characteristics & Variations in Rugs

Many rugs are handmade or manufactured using natural fibres and traditional production methods.

Characteristics such as the following may be normal and do not necessarily indicate that a rug is faulty:

  • minor variations in colour, tone or texture;

  • variations between product photography and the appearance of the rug in different lighting or on different screens;

  • minor dimensional variations;

  • shedding associated with some wool and natural-fibre rugs;

  • sprouting or loose fibres that can occur with some handmade rugs;

  • variations in weave, pile, texture or finish;

  • minor irregularities associated with handmade products;

  • variations in natural fibres such as wool and jute; and

  • temporary creasing, curling or flattening caused by packaging and transportation.

Whether a particular characteristic constitutes a failure to comply with a consumer guarantee will depend on the circumstances and the requirements of the Australian Consumer Law.

Damage Caused After Delivery

Consumer guarantees do not generally provide a remedy where a problem has been caused by the customer's misuse or treatment of the product.

Examples may include damage caused by:

  • misuse, abuse or abnormal use;

  • incorrect cleaning products or cleaning methods;

  • failure to follow applicable care instructions;

  • improper storage;

  • excessive moisture or prolonged exposure to unsuitable conditions;

  • modification, cutting or alteration by someone other than Rug Addiction or its authorised service provider; or

  • normal wear and tear rather than a defect.

However, nothing in this section excludes any rights you may have under the Australian Consumer Law.

Sale & Clearance Products

Sale or clearance products are not automatically excluded from Australian Consumer Law protections.

If a product is discounted because of a specific fault, imperfection or defect that was clearly disclosed to you before purchase, you may not be entitled to a remedy in relation to that particular disclosed issue.

Your Australian Consumer Law rights continue to apply in relation to other faults or failures that were not disclosed before purchase.

Change-of-mind returns for sale or clearance products may be excluded where this is clearly stated before purchase.

Return Costs for Faulty Products

If a product is confirmed to have a problem covered by the Australian Consumer Law, Rug Addiction will meet or reimburse reasonable return costs where required by law.

For products that are large, heavy or difficult to return, please contact us before arranging transport. Where required under the Australian Consumer Law, we will arrange collection or otherwise meet the reasonable cost of returning the product.

Please retain receipts for any return transport costs that Rug Addiction has authorised you to incur.

Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Rug Addiction before processing a return or consumer guarantee claim.

Proof of purchase may include your:

  • Rug Addiction order confirmation;

  • invoice or receipt;

  • online order number; or

  • another reasonable record demonstrating the purchase.

Order Cancellations

If you wish to cancel an order, please contact Rug Addiction as soon as possible.

A standard product may generally be cancelled before it has been dispatched, provided processing or fulfilment has not progressed to a point where cancellation is no longer reasonably possible.

If an order has already been dispatched, it cannot be cancelled in transit. If eligible, you may request a change-of-mind return after receiving it in accordance with this policy.

Custom-cut, customised, made-to-order and certain special-order products cannot generally be cancelled once cutting, production or customisation has commenced.

Nothing in this section limits any rights you have under the Australian Consumer Law.

Exchanges

We do not generally process direct exchanges for online orders.

If your standard product is eligible for a change-of-mind return, you may return it in accordance with this policy and place a new order for your preferred product.

This does not affect your right to a replacement where you are entitled to one under the Australian Consumer Law.

Incorrect Item Received

If we send you a product that is different from the product you ordered, please contact us as soon as possible.

We will arrange an appropriate remedy and, where a return is required because of our error, Rug Addiction will arrange or cover the reasonable cost of returning the incorrectly supplied product.

Refunds

Approved refunds will generally be processed using the original payment method where reasonably practicable. If this is not possible a team member will contact the person who's name is on the original order to conclude the refund via another method.

Processing times after a refund has been issued may vary depending on your bank, card provider or payment service.

For a major failure covered by the Australian Consumer Law, any refund provided will be in accordance with your rights under that law.

Our Right to Assess a Return

Rug Addiction may reasonably assess a returned product before providing a remedy.

We may also request reasonable proof of purchase.

We may decline a change-of-mind return where the requirements of this policy have not been met.

However, we will not refuse or limit a remedy that you are legally entitled to under the Australian Consumer Law simply because:

  • the original packaging is unavailable;

  • a particular number of days has passed;

  • the product was purchased on sale; or

  • the product was custom-made or custom-cut.

Your rights will be determined in accordance with the Australian Consumer Law.

Contact Rug Addiction

If you have a question about a return, damaged delivery, faulty product or cancellation, please contact Rug Addiction before returning the product.

Please provide your name, order number, description of the issue and photographs or video where relevant so we can assist you as quickly as possible.

Rug Addiction
129 High Street
Kangaroo Flat VIC 3555
Australia

Email: sales@rugaddiction.com.au

Last updated: 22 August 2026