Returns Policy


We appreciate your purchase and your satisfaction is our service criteria. If you are not satisfied with your selection you may exchange your purchased item in its original packaging and condition within 7 days from the time of receipt. Arranging delivery and all of its associated cost on returns is the responsibility of the customer.

Upon receiving the items in its original condition, we will issue you with a Credit Note, minus our original shipping cost associated with sending the item(s) to you. (These fees can be advised prior to purchasing by simply emailing us at with all relevant information).

For returns contact us at and obtain a Return Authorisation Number (RAN). You must obtain a RAN number within 7 days of receiving your purchased item to ensure that you are eligible for a Credit Note. Send your item to the return address provided. Please ensure that your RAN number is clearly displayed on the return packaging.

PLEASE NOTE: The images we display have the most accurate colour possible. Due to differences in devices, we cannot be responsible for variations in colour between the actual product and your screen. Please be advised that in some cases patterns and colours may vary according to size. Lengths and widths may vary from the published dimensions. We do our best to provide you with an accurate measurement, but please be advised that some variation exists, and this is not a manufacturing defect.

Please note the above return policy only applies to online purchases. For in store Return Policy, please read below.

For any online orders placed with Zip Pay, fees may be incurred for refunds.


When you purchase a rug from one of our stores, please choose carefully as we DO NOT give refunds if you simply change your mind or choose a wrong size or colour. You can however choose between a refund or exchange if the product has a major problem (excludes products when sold in "AS IS CONDITION" and you have been made aware of any problems). You may exchange within 7 days of purchase. Please note if you exchange for a less expensive rug you will be supplied with a Credit Voucher for the difference.

Proof of Purchase must be provided with all returns.