Returns & Refund Policy

At East India Rug Company, we take pride in supplying premium handcrafted rugs. We want you to be completely satisfied with your purchase. If you need to return an item, please follow the process below.

Step 1 – Check Your Return Eligibility

You may request a return if:

  • You contact us within the applicable return period after receiving your order.
  • The rug is unused.
  • The rug is in its original packaging.
  • The rug is in its original saleable condition.
  • The rug has not been installed, washed, altered or damaged.

Please note: A return request must be approved by our Customer Service team before any goods are returned.

Step 2 – Contact Our Customer Service Team

Before returning your rug, please contact us with:

  • Your order number
  • Your name
  • Reason for the return
  • Photographs (if applicable)

Our team will assess your request and issue a Return Authorisation if the return is approved.

Returns sent without prior approval may be refused.

Step 3 – Package Your Rug

Once your return has been approved:

  • Carefully roll the rug.
  • Place it back into its original packaging.
  • Ensure the rug is protected during transport.

The rug must arrive back in:

  • Original packaging
  • Unused condition
  • Clean condition
  • Undamaged
  • Original saleable condition

Returns showing signs of:

  • Use
  • Dirt or stains
  • Pet hair
  • Smoke or odours
  • Water damage
  • Alterations
  • Missing packaging

may be rejected or incur additional charges.

Step 4 – Arrange Return Freight

Unless the rug is faulty or incorrectly supplied, customers are responsible for:

  • All return freight costs
  • Safe packaging for transit
  • Any freight insurance (recommended)

Original delivery charges are non-refundable.

Step 5 – Inspection of Returned Goods

Once your rug arrives at our warehouse, our team will inspect it to ensure it meets our return requirements.

If approved, your refund will be processed after inspection.

If the rug does not meet our return conditions, we may:

  • Decline the return
  • Apply additional cleaning or repair charges
  • Return the rug to you at your expense

Step 6 – Refund Processing

Approved change-of-mind returns are subject to:

  • 25% restocking fee
  • Original shipping charges are non-refundable
  • Return freight costs are the customer’s responsibility

Refunds will be issued using the original payment method once the inspection has been completed.

Please allow several business days for your financial institution to process the refund.

Items That Cannot Be Returned

The following items cannot be returned unless required under Australian Consumer Law:

  • Custom-made rugs
  • Made-to-order rugs
  • Clearance items
  • Final sale items
  • Special order products

Damaged or Faulty Products

If your rug arrives damaged or faulty:

Please inspect your order immediately upon delivery.

Contact us within 48 hours of receiving your order and provide:

  • Your order number
  • Description of the issue
  • Clear photographs of the damage
  • Photos of the packaging

Our Customer Service team will assess the claim and arrange an appropriate resolution.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement, repair or refund where a product:

  • Is faulty
  • Has a major failure
  • Is not of acceptable quality
  • Is not as described

This policy does not limit or exclude any rights you have under Australian Consumer Law.

Shipping & Delivery Policy

East India Rug Company works with trusted third-party freight and courier companies throughout Australia to deliver your orders safely and efficiently.

Although we carefully select our delivery partners, delays or issues beyond our control may occasionally occur.

Customers may also arrange collection using their own nominated freight company.

Delivery Requirements

Special Delivery Instructions

If your property has specific delivery requirements, please notify our Customer Service team before your order is dispatched.

Signature Required

All deliveries require a signature unless you have authorised an Authority to Leave (ATL).

Delivery is considered complete once the courier obtains a signed proof of delivery.

Damaged Deliveries

If your parcel arrives with visible external damage:

Do NOT sign for the delivery.

Instead:

  1. Refuse the delivery.
  2. Notify the driver that the package is damaged.
  3. Contact East India Rug Company immediately.
  4. Take photographs if possible.

Signing for a visibly damaged parcel without noting the damage may affect your eligibility for a transit damage claim.

Authority to Leave (ATL)

If you request an Authority to Leave, you acknowledge and agree that:

  • The courier may leave the parcel unattended at your nominated address.
  • Delivery is deemed complete once the parcel has been left.
  • East India Rug Company is not responsible for:
    • Theft
    • Loss
    • Weather damage
    • Vandalism
    • Damage occurring after delivery
  • By selecting ATL, you release East India Rug Company and its freight partners from any liability relating to unattended deliveries.

If you do not select ATL, someone must be present to sign for the delivery.

Return Freight Responsibility

For approved change-of-mind returns:

  • Customers are responsible for organising and paying return freight.
  • We recommend using a tracked and insured freight service.
  • East India Rug Company is not responsible for returned goods lost or damaged during transit.

Contact Us

If you have any questions regarding returns, refunds or deliveries, please contact our Customer Service team.

East India Rug Company

Phone: 1300 132 226

Email: sales@eastindiarugco.com.au