Shipping & Return Policy

SHIPPING & DELIVERY POLICY - AUSTRALIA-WIDE DELIVERY

We deliver Australia-wide using trusted courier partners to ensure safe and timely service.
Deliveries occur Monday to Friday, 9 AM – 5 PM, excluding weekends and public holidays.
Orders placed on weekends or public holidays will be processed on the next business day.
Western Australia deliveries may take approximately 6–10 business days from the dispatch date.
You’ll receive a tracking number once your order is dispatched so you can monitor its progress.
      
RECEIVING YOUR ORDER

Please ensure that someone is available at the delivery address to receive your order.
If no one is available, the courier may redirect the parcel to a nearby depot and leave a card with redelivery instructions.
If you’ve given Authority to Leave, the courier will leave your parcel in a safe location at their discretion.

Please note: once delivered under Authority to Leave, we cannot be held responsible for damage, theft, or weather exposure.
Incorrect or incomplete address details (street, suburb, postcode, or phone number) can cause delivery delays or failed delivery.
If your order is returned or held at a depot due to failed delivery, additional storage or redelivery fees may apply.

PREMIUM DELIVERY OPTIONS

For customers seeking priority handling or specialised service, we offer premium delivery options across Australia.
Our standard delivery service applies to all online orders by default.
If you’d like to upgrade to premium or express delivery, please contact our team to discuss your requirements and obtain a quote.
For international orders, please get in touch for a custom shipping arrangement and estimated delivery timeline.

 
RETURNS

FAULTY OR DAMAGED ITEM

In case the rugs you receive are defective or damaged or doesn’t meet Retailer quality, we provide the following options:
You can receive a complete refund or
We will send you a replacement free of charge.
We cover the expenses associated with collecting and returning the damaged item that we have committed to refund or replace at no additional cost.
 
KINDLY NOTE
Regarding defects, we do not classify minor differences in colour, size, texture, or naturally occurring characteristics of handmade process as product defects or imperfections. We strive to provide comprehensive information in the product description section of our website for rugs that may have expected minor variations due to traditional manufacturing techniques and/or materials utilized.
To file a claim, kindly reach out to The Rug Trader via email at office@therugtrader.com.au within 48 hours of receiving/delivery of the item. Please ensure to provide your order number, detail the problems encountered, and attach photographs or videos demonstrating any damage or faults.
Returned products must be carefully packed in their original packaging. Should the items be soiled or damaged, The Rug Trader reserves the right to reject the return request or issue credit at a reduced value, at the The Rug Trader’s discretion.


WRONG ITEM DELIVERED

If you happen to receive an item that is not as ordered, we will take care of the return shipping expenses and provide a replacement at no extra charge. Kindly inform us within 7 days of delivery to facilitate this process.


CHANGE OF MIND

Items purchased can be returned within 3 days of receiving them if you have a change of heart. However, refunds or exchanges due to a change of mind will incur a 20% restocking fee and a non-refundable shipping fee of $39.99 (a tentative transport/delivery cost). Return shipping via courier is the customer's responsibility, though we can offer assistance by obtaining quotes from our delivery partner or a third-party couriers company as a courtesy, if available.
Returned products must be unused and packaged in their original containers. If products are used, soiled, or damaged, they may be rejected, or additional restocking charges may apply.

If you return a rug and wish to purchase another within 10 days, that's fine. However, we'll only accept returns for up to two rugs within this period, regardless of the number initially ordered. After placing a new order, you must wait 10 days to be eligible for additional returns.
For example: if Bob buys 3 rugs, and returns 1 of the 3, and then purchases 2 new rugs more within 10 days, they can only return 1 more rug.
To initiate such return, customers must contact The Rug Trader via email at office@therugtrader.com.au for guidance and the return address.

 
ORDER CANCELLATIONS

If by chance a product is unavailable, we will promptly reach out to you. At that point, you'll have the option to receive either a complete refund or opt for a store credit.
Trade accounts may have different T&Cs
Products on sale/promotion or listed as ‘NO RETURNS’ cannot be returned.