Refund policy

Refund & Returns Policy

At Rug Plaza, we want you to be completely satisfied with your purchase. If you are not satisfied, you may request a return subject to the following conditions.

Return Eligibility

We offer a 15-day return policy, which means you have 15 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

• Be unused and in the same condition as received.
• Be returned in its original packaging with all tags and accessories.
• Be accompanied by the original receipt or proof of purchase.

Returns that do not meet these conditions may not be accepted.

How to Request a Return

To initiate a return, please contact us at:

Email: rugplaza@gmail.com

If your return request is approved, we will provide you with instructions on how and where to return your item.
Please note: Returns sent without prior approval will not be accepted.

Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning the item.

Original shipping and delivery charges paid at the time of purchase are non-refundable, as these costs have already been paid to the shipping carrier.

Restocking (Stock Management) Fee

All approved returns are subject to a 10% stock management (restocking) fee, which will be deducted from the eligible refund amount.

This fee covers inspection, handling, repackaging, inventory processing, and administrative costs associated with the return.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is:

• Damaged,
• Defective, or
• Incorrect,

please contact us immediately at rugplaza@gmail.com with photographs and your order details. We will assess the issue and arrange an appropriate solution in accordance with Australian Consumer Law.

Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalised products
• Special order items
• Clearance or sale items
• Gift cards
• Perishable goods
• Personal care products
• Hazardous materials, flammable liquids or gases

If you are unsure whether your item is eligible for return, please contact us before making your purchase.

Exchanges

If you wish to exchange an item, the quickest option is to return the original item (subject to approval) and place a new order for the replacement item.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

• Your refund will be processed to your original payment method.
• Refunds are generally processed within 10 business days after approval.
• Your bank or credit card provider may require additional time to complete the transaction.

Any applicable shipping charges and the 10% stock management fee will be deducted before the refund is processed.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at rugplaza@gmail.com.

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