Flooring Rugs & More
Returns & Exchanges Policy
This policy operates alongside — and does not override — your statutory rights under the Australian Consumer Law (ACL). Where the ACL provides you with rights greater than those described in this policy, those statutory rights apply in full. Nothing in this policy is intended to exclude, restrict, or modify any right or remedy you have under the ACL.
For faulty, unsafe, or misdescribed products, your ACL rights apply independently of this change of mind policy and are described separately in Section 7 of this document.
Policy Overview
At Flooring Rugs & More, we take pride in the quality of every product we sell and in helping our customers make confident, informed purchasing decisions. We provide detailed product descriptions, accurate photography, and comprehensive size and material guides to support you before you buy.
We understand that purchasing a rug online involves an element of uncertainty — colour, texture, and scale can present differently in person compared to what you see on screen. For this reason, we have established a change of mind return option as a goodwill measure to give you confidence in your purchase. This is a voluntary policy that goes beyond what the ACL requires retailers to offer for change of mind situations.
Please read this policy carefully before placing your order. By completing a purchase with Flooring Rugs & More, you confirm that you have read and understood the terms below.
Change of Mind Returns
We offer a change of mind return window of 5 days from the date your order is confirmed as delivered to your nominated address. This window is strictly observed — return requests submitted after 5 days from the confirmed delivery date will not be accepted under this policy.
A “change of mind” return includes, but is not limited to, situations where the rug does not suit your space as expected, the colour differs from your expectations when viewed in your room’s specific lighting, the size is not quite right for your layout, or you have simply decided the product is not what you need. These are not product failures — they are personal preference situations, and our change of mind policy is designed to address them.
- ✓The return request is submitted within 5 days of the confirmed delivery date.
- ✓The rug is completely unused — it has not been placed on a floor, walked on, vacuumed, or used in any capacity.
- ✓The rug is unwashed and free of any cleaning products, pet hair, odour, or household contaminants.
- ✓The rug is in its original condition — all tags, labels, and any product packaging materials are intact and attached.
- ✓The item is re-packed in its original packaging in a condition suitable for resale. Inadequate or damaged packaging may result in the return being rejected or an additional fee being applied.
- ✓A valid proof of purchase (order confirmation email or order number) is provided.
- ✓The item is not listed in the Non-Returnable Items category outlined in Section 8 of this policy.
- ✗Returns will not be approved if the rug has been unrolled and placed on the floor, even briefly — this constitutes use.
- ✗Returns will not be approved if the product shows evidence of having been used for commercial purposes such as property styling, photoshoots, or staging.
All returned items are subject to inspection by our warehouse team upon receipt. Flooring Rugs & More reserves the right to decline a return or apply a deduction where the item is found not to meet the above conditions. We will notify you of the outcome within 3 business days of receiving the returned item.
Return Window & Physical Receipt Requirement
Submitting a return request within 5 days of delivery is the first requirement. The second, separate requirement is that the physical item must be received at our warehouse within 10 days of your confirmed delivery date.
These are two distinct requirements. Requesting a return within 5 days is the initiation step. The item itself must arrive back with us within 10 days. You must therefore arrange return shipping promptly once your request is approved — allowing sufficient time for transit within the 10-day window.
Returns that arrive after the 10-day receipt deadline — even where the return request was submitted on time — may be declined or returned to sender at your cost. If you have concerns about whether your item can arrive within the window due to your location or carrier transit times, please contact us immediately when submitting your request so we can discuss options.
Return requests submitted between Day 6 and Day 10 will not be accepted as change of mind returns. However, where there are exceptional circumstances (such as a carrier delay or unforeseen personal circumstances), please contact us — we will consider requests on a case-by-case basis at our discretion, though we are under no obligation to approve late requests.
Return Shipping
For all change of mind returns, the cost of return shipping is the customer’s full responsibility. This includes the freight cost, any packaging materials required, and any insurance or tracking you choose to add to the shipment.
Flooring Rugs & More does not organise or subsidise return freight for change of mind returns. The original outbound shipping cost is also non-refundable and will not be included in any credit note calculation.
We strongly recommend using a tracked shipping service and retaining your proof of postage. Rugs are large, bulky items — they require appropriate packaging to prevent damage in transit. Use sufficient padding and ensure the item is secured to prevent movement within the packaging. Items that arrive back at our warehouse in a condition damaged by inadequate return packaging will not qualify for the full credit amount.
- ✓Use a tracked and insured service. The returned item remains your responsibility until it is physically received and signed for at our warehouse.
- ✓Reuse the original packaging wherever possible. If unavailable, use comparable protection — heavy-duty cardboard, foam padding, or stretch wrap for rolled rugs.
- ✓Include a copy of your return approval email and your order number inside the parcel.
- ✓Ship to the warehouse address provided in your return approval email. Do not ship to our mailing address or any other address — returns sent to an unapproved address may be lost or incur additional redirection costs at your expense.
- ✗Do not ship without prior written approval from our team. Unauthorised returns may be refused at the warehouse and returned to sender at the customer’s cost.
Flooring Rugs & More accepts no liability for items lost or damaged during return transit. If you choose not to use a tracked or insured service and the item is lost or damaged, we are unable to process a credit and no further action will be taken.
Restocking & Administration Fee
All approved change of mind returns are subject to a 30% restocking and administration fee, calculated on the original purchase price of the returned item (excluding shipping). This fee is deducted before your store credit is calculated and issued.
This fee reflects the genuine costs associated with processing a return: physical inspection and quality assessment of the returned item, repackaging and restocking labour, payment processing and gateway fees that are non-recoverable, administrative processing time, and the cost of returning the item to sellable inventory condition.
The fee is non-negotiable and applies to all approved change of mind returns regardless of the original purchase price or the condition of the item.
Store Credit (Credit Note)
For all approved change of mind returns, Flooring Rugs & More does not provide cash refunds or original payment method refunds. The remedy available is a store credit (credit note) equal to 70% of the original item purchase price (after deduction of the 30% restocking and administration fee outlined in Section 5).
Your credit note will be issued by email within 5 business days of your returned item being received, inspected, and approved at our warehouse. The email will contain your unique credit note code, the credit value, and the expiry date.
- Credit notes are valid for 3 months (90 days) from the date of issue. Credits not used within this period will expire automatically.
- Credit notes are valid storewide at flooringrugsandmore.com.au and may be applied to any product in the range, including sale items where not otherwise restricted.
- Credit notes are non-transferable — they are issued to the account and email address associated with the original purchase and may not be gifted, sold, or transferred to another person.
- Credit notes are not redeemable for cash and cannot be exchanged for their monetary value in any form.
- If the value of your new purchase exceeds the credit note amount, the difference is payable at checkout via standard payment methods. Credit notes may not be combined with other promotional codes or discounts unless explicitly stated.
- If your return inspection reveals that the item does not meet the eligibility conditions set out in Section 2, the credit note will not be issued and the item will be returned to you at your expense.
- Credit note disputes must be raised within 14 days of issue. Credits that have expired will not be reinstated under any circumstances.
We encourage customers to redeem their credit note promptly. We are unable to extend credit note expiry periods except in documented exceptional circumstances at our sole discretion.
Faulty, Damaged, or Misdescribed Products
Your rights under this section are separate from and additional to the change of mind policy described above. They are guaranteed to you under the Australian Consumer Law (ACL) and cannot be limited or excluded by any store policy.
Under the ACL, you are entitled to a repair, replacement, or full refund — at your election in the case of a major failure — if a product:
Has a defect or manufacturing fault that would have prevented a reasonable person from purchasing it had they known; does not match the description, images, or specifications as listed at the time of purchase; is not fit for the ordinary purpose for which such products are commonly used; or poses a safety risk.
For a major failure, you may choose between a full refund to your original payment method, a replacement of the same product, or compensation for any difference in value. For a minor failure, we may choose to repair the item, replace it, or provide a refund.
The 30% fee, 5-day change of mind window, and credit note remedy described elsewhere in this policy do not apply to claims made under the ACL.
Report Within 48 Hours of Delivery
If your item arrives visibly damaged, defective, or does not match the product you ordered, contact us within 48 hours of delivery by emailing info@flooringrugsandmore.com.au. Include your order number, a clear description of the fault, and photographic evidence of the damage or defect. Early reporting allows us to act quickly and file any necessary freight claims.
Assessment
We will assess your claim within 2 business days of receiving your report and images. We may request additional photographs or information before making a determination. In some cases we may arrange collection of the item for a physical inspection, at no cost to you.
Remedy Determination
Once a fault is confirmed, we will determine whether the failure is major or minor under the ACL and advise you of the available remedies. For major failures, you will be given the choice between a full refund, a like-for-like replacement, or a credit equivalent. For minor failures, we may offer a repair, replacement, or store credit.
Return and Resolution
Where return of the faulty item is required, we will arrange and cover the cost of return collection. You will not be required to pay any restocking fee, return shipping cost, or administrative charge in connection with a legitimate ACL claim.
Non-Returnable Items
The following items are excluded from our change of mind return policy. These exclusions do not affect your rights for faulty or misdescribed goods under the ACL — if any of the items below develop a manufacturing fault or are significantly misdescribed, your statutory ACL rights apply regardless of the categories below.
How to Submit a Return Request
All returns must be pre-approved before the item is shipped back to us. Do not send any item without first receiving written approval from our team. Returns received without prior approval may be refused at our warehouse and returned to you at your cost.
Submit Your Return Request by Email
Email us at info@flooringrugsandmore.com.au within 5 days of your confirmed delivery date. Your email must include your full name, order number, the name and size of the product you wish to return, and a clear photograph of the item in its current condition. Include a brief description of the reason for the return.
Await Written Approval and Return Instructions
Our team will review your request and respond within 2 business days. If approved, we will send you a written return approval email confirming eligibility, the calculated credit note amount (70% of the item purchase price), the warehouse return address, and packaging requirements. Return instructions will be included in full.
Pack and Ship the Item
Repackage the item securely in its original packaging. Ensure the item is protected for transit — rugs are long, heavy items and must be packaged to prevent damage during freight. Ship via a tracked service to the warehouse address confirmed in your approval email, ensuring the item is dispatched in time to arrive within the 10-day receipt window.
Inspection and Credit Issuance
Once your item is received, our warehouse team will inspect it against the return eligibility conditions. We will notify you of the inspection outcome within 3 business days. If approved, your store credit (credit note) for 70% of the item purchase price will be emailed to you within 5 business days of receipt.
Contact Our Returns Team
Policy Updates
Flooring Rugs & More reserves the right to update, amend, or modify this Returns & Exchanges Policy at any time without prior notice. The current version of this policy, as published on our website, applies to all orders placed from the date of that version’s publication.
We encourage customers to review this policy before placing each order. The policy in effect at the time your order is placed applies to that order — any subsequent changes to the policy will not affect orders already confirmed and in transit.
This policy was last reviewed and updated in June 2025.