Returns Policy

Change of mind returns

We want you to feel confident when buying on RugUtopia. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 5 days of having received it and can opt for a store credit or a refund.

For a refund on change of mind returns, a flat rate of $35 per item returned will be deducted from your total purchase to cover the cost of shipping.

For a store credit on a change of mind returns, a flat rate of $35 per item returned will be deducted from your total purchase and a store credit will be added to your account.

Return Eligibility:

  • You must contact us within 5 days of receiving the order
  • We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with.

Steps to follow in returning item

  •  Lodge enquiry via email within 5 days of receiving your order
  • We will book pick-up on your behalf and will send you labels to print out.
  • Rug will be collected on your decided date.
  • Refund/replacement will be processed once inspected, please allow up to 2 weeks for refunds, this allows time for shipping and inspection of the rug.

 

Damaged in transit

Unfortunately, items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged –

Please refuse that shipment and let us know what has happened. You can then choose to either receive a full refund, or we can have another rug shipped out to you.

If you realised, it’s been damaged after accepting the rug -

We are still happy to accept this return. Please take photos clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery

Steps to follow in returning damaged item

  • Lodge enquiry via email 3 days of receiving your order
  • We will book pick-up on your behalf and will send you labels to print out.
  • Rug will be collected on your decided date.
  • If upon inspection we find the merchandise to be non-defective, we will charge a 20% restock fee plus the cost of the return freight and deducted it from your total credit.
  • Refund/replacement will be processed once inspected, please allow up to 2 weeks for refunds, this allows time for shipping and inspection of the rug.

For any queries, contact us via email at info@rugutopia.com.au.