Refund policy
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.
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.