Refund Policy

Created July 2021

CUSTOMERS SATISFACTION IS OUR PRIORITY!

Exchange Our policy for exchange lasts 7 days. To be eligible for an exchange, your item must be unused and in the same condition that you received it. For Sydney customers, you can drop off the item at our store and exchange it. For online customers, If you need assistance with arranging a courier please contact us.

Refund
If the item you received was faulty or has major damage, please contact us within 7 days to organize an exchange or full refund. All our stocks are Woven Hand Crafts, therefore, Signs of imperfections may be expected with each item. We believe the imperfection in hand-knotted and vintage rugs are the unique character of them and it will not be considered as a major problem to get refunded. If a product is faulty on arrival we will cover the cost of return shipping.
7-day return policy applies to Only Online Purchases and for change of mind, buyers need to pay the cost of return shipping.

To be eligible for a refund, your item must be unused and in the same condition that you received it.
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 you are approved, your refund will then be processed within four (4) weeks. In most cases however, you would receive your refund more quickly.

We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or dampened with.

Non-returnable items:
• Antiques
• Sale (Discounted) Items cannot be refunded, but we are happy to provide you with an exchange or a credit note.

*Return/Refund is accepted when item is purchased at website price and no further discount code/coupon is used when purchased.

Delivery For online orders within Australia RugMaster offers complimentary shipping. For international orders please contact us. Your order will be dispatched within one working day from our showroom once we received the fund. The tracking number will be provided for online purchases. Sydney customers are welcome to pick up their orders from our showroom.

Product Colour Photos of the product have been taken in natural light. Colors might be slightly different depending on the device you’re viewing our rugs. As our products are natural fibres like Wool they might look different depending on the lighting in any interior. Please contact us if you would like to see the raw photos before you commit to purchase our product.

Product Size As our rugs are Hand made there might be a slight variation in size (a couple of centimetres) per item. Please note the size of the rugs doesn’t include the fringes.