Shipping & Returns

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be re-sealed in its original packaging.

Change-of-mind returns:
If, for any reason, you change your mind about your purchase, you can return your rug in its original condition within 14 days of receiving the delivery, for a refund or an exchange.

The change-of-mind return freight charges are to be paid by the customer. The product must be in unused and undamaged condition. The packaging must be re-sealed to avoid damage in transit. We do not accept responsibility for the return-items until they reach our warehouse.

We strongly recommend using tracking and/or insurance for the return delivery. Please permit up to 2 weeks for the refund to be processed. This allows time for the return shipping and the inspection of the rug at our warehouse.

Refunds:
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 or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@sarayrugs.com.au

Exchanges:
We only replace items if they are defective or damaged, except for change of mind returns. If you need to exchange the item, send us an email at sales@sarayrugs.com.au and send your item to: Unit 2/264-272 Hoxton Park Rd. Lurnea, NSW 2170

All rugs received with a manufacturing fault will be exchanged or refunded in full. To inform us of a faulty item return request, simply email us with a description and a clear photo of the fault. If Palace Rugs agrees the fault is valid, we will give you the option of an exchange of the same rug or a full refund. Please note that manufacturing faults must be claimed within 14 days of receiving your rug.

Return shipping:
To return your product, you should ship your product to: Unit 2/264-272 Hoxton Park Rd, Lurnea, NSW 2170. Depending on where you live, the time it may take for your exchange or return product to reach us may vary.

FREE SHIPPING AUSTRALIA-WIDE

We can ship to almost any address in Australia and offer free delivery with one of our courier partners. Please note that some very remote SA, NT, TAS, WA, NSW and QLD locations will incur an additional delivery charge about which we will contact you after your order has been placed. You will then have the option to pay the additional fee or accept a full refund. Alternatively, you may send us an enquiry about the freight charges to remote locations before you place your order.

We normally process all orders and dispatch them within two to three working days. Please note that we can sometimes experience delays due to a higher volume of orders. If an order is cancelled whilst in transit, we will need the rug returned to us before we process any refund. If a rug sometimes becomes unavailable due to being out-of-stock, we can place the rug on backorder if the customer wishes to do so. If this is the case, we provide the customer with an estimated time of arrival which may be subject to change due to circumstances beyond our control. If this happens and the customer no longer wants to wait for the rug, we will provide a full refund.

During our busier periods, like holidays and peak season, we can sometimes experience delays in dispatching due to a high volume of back orders. Please note deliveries will vary from 2 to 14 working days depending on the location.

*Estimated delivery times after dispatch:
Sydney, Brisbane and Melbourne metro areas: 3-4 weekdays
Adelaide metro areas: 5-8 weekdays
Perth metro areas: 6-10 weekdays
ACT, Regional NSW, VIC and QLD: 5-6 weekdays
TAS, Regional SA, WA and NT: 10-14 weekdays

*Delivery times are estimates only and delays outside of our control may occur. We are unable to deliver on weekends or specify a particular time or day of delivery.

No delivery to PO Box addresses or parcel lockers. Please provide residential or business address at checkout. If you are unavailable at the time of delivery, re-delivery fees may apply.

Shipping internationally:
Currently, Palace Rugs does not ship to locations outside of Australia.