CUSTOMERS SATISFACTION IS OUR PRIORITY!
Thank you for choosing Rug Advice as your trusted source for exquisite handcrafted rugs. Your business is truly appreciated and we strive to provide the utmost satisfaction with every purchase. Kindly take note that all our inventory comprises woven handcrafts, which may exhibit subtle imperfections inherent to their artisanal nature. These imperfections contribute to the distinctive character of the rugs making each item a unique piece. We believe these imperfections add charm to woven handcrafts. We are pleased to offer a flexible exchange and refund policy to ensure your satisfaction.
Exchange
Our exchange policy is valid for 10 days commencing from the date of your initial online purchase. To be eligible for an exchange, your item must be unused and in the same condition as you purchased it. Should the item you wish to return possess a higher value compared to the desired replacement, we will provide you with store credit that bridges the gap between the respective prices, or we would refund the remaining balance into the account that you have originally used to make the purchase. Alternatively, upon returning your item, if you prefer to defer your exchange to a later date, we will gladly issue a credit note for the entire amount of your initial purchase. You can use your credit within one year. If you wish to exchange an item purchased online you are required to pay for the exchange shipping. All online customers, please mail your item to 256 St. Georges Road, Fitzroy North VIC 3068. If you need assistance with arranging a courier, please contact us.
Refund
Our return policy is valid for 10 days commencing from the date of your initial online purchase. To be eligible for a return, your item must be unused and in the same condition as you purchased it. If you wish to return an item purchased online you are required to pay for the return shipping. Please note all the “Heritage Collection” products are nonrefundable.
If the item you received is faulty or has a major damage, please contact us within 7 working days to organize an exchange or full refund. If a product is faulty on arrival, we will cover the cost of return shipping. All our stock is Woven Handcrafts; therefore, signs of imperfection may be expected with each item. We believe imperfection in hand-knotted and vintage rugs contributes to the unique character of them. This is not considered as “faulty” or “major problem”. For change of mind, buyers need to pay the cost of return shipping.
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 of your refund. If your item is approved for a refund, we will process your refund as soon as possible.
Non-returnable items:
- Antiques from our “Heritage Collection”
- Sales Items cannot be refunded, but we are happy to provide you with an exchange or credit note.
Delivery
For online orders within Australia, Rug Advice offers complimentary free shipping. For international orders please contact us.
Your order will be dispatched within one working day from our showroom once we receive the funds. The tracking number will be provided for online purchases. Melbourne customers are welcome to pick up their orders from our showroom in Fitzroy North.
Product Colour
Photos of the products have been taken in natural light. Colors might be slightly different depending on the device you are viewing our rugs. As our products are made from natural fibres like wool; they might look different depending on the lighting in any interior. Please contact us if you would like to see raw photos of a product, before you commit a purchase.
Product Size
As our rugs are handmade, there might be a slight variation in size (a couple of centimeters) per item. Please note the size of the rugs does not include the length of the fringes.