Refund policy

  • Covers: damaged or incorrectly delivered items
  • Report within: 48 hours of delivery
  • Remedy: refund, replacement, or repair
  • Return shipping: we cover it for confirmed claims

Australian Consumer Law Notice

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.

We do not offer change of mind returns. Returns are accepted only for items that are damaged in transit or incorrectly delivered, as described in Section 2 of this document.

Contents

  1. 01 Policy Overview
  2. 02 Damaged, Incorrectly Delivered, or Misdescribed Products
  3. 03 What Is Not Covered
  4. 04 How to Submit a Return Request
  5. 05 Policy Updates

01 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 accept returns only for items that arrive damaged in transit or are incorrectly delivered (i.e. not the product you ordered). We do not offer change of mind returns — please review product descriptions, sizing, and material guides carefully before ordering, as we are unable to accept a return simply because a product does not suit your space or expectations once it is not faulty or wrongly supplied.

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.

02 Damaged, Incorrectly Delivered, or Misdescribed Products

Your rights under this section are guaranteed to you under the Australian Consumer Law (ACL) and cannot be limited or excluded by any store policy.

Your ACL Rights — Mandatory Statutory Protections

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:

Arrives damaged in transit; is not the product you ordered (incorrectly delivered); has a defect or manufacturing fault; does not match the description, as listed at the time of purchase; or poses a safety risk. This excludes minor variations in color or appearance, because of professional studio lighting and individual device screen settings.

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.

No restocking fee, administration fee, or deduction of any kind applies to a confirmed damaged, incorrectly delivered, or misdescribed item claim.

1 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.

2 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.

3 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.

4 Return and Resolution

We will cover all return shipping costs if your item arrives damaged, incorrect, or significantly different from our product description. This excludes minor variations in color or appearance, because of professional studio lighting and individual device screen settings.

03 What Is Not Covered

We do not accept returns for change of mind or for any reason other than an item arriving damaged in transit, incorrectly delivered, or significantly misdescribed. This includes, but is not limited to, the situations below. These exclusions do not affect your rights for faulty, incorrectly delivered, or misdescribed goods under the ACL — if any of the items below develop a manufacturing fault, were wrongly supplied, or are significantly misdescribed, your statutory ACL rights apply regardless of the categories below.

  • ✗ Change of Mind — The rug or product not suiting your space, colour expectations, or layout once it is correctly supplied and not faulty.
  • ✗ Clearance and Sale Items — Items purchased at a discounted or clearance price are final sale, unless faulty, incorrectly delivered, or misdescribed.
  • ✗ Custom-Made and Special Order Items — Rugs manufactured, cut, or configured to custom specifications are made specifically for your order and cannot be resold, unless faulty or incorrectly supplied.
  • ✗ Used or Installed Items — Any product that has been placed on a floor, walked on, installed, vacuumed, washed, or otherwise used is not eligible for a change-of-mind return, though ACL rights for a fault still apply.
  • ✗ Items Marked “Final Sale” or “No Returns” — Products specifically labelled on the product page or at checkout as final sale or non-returnable, unless faulty, incorrectly delivered, or misdescribed.
  • ✗ Late Reports — Damage or incorrect-delivery reports submitted more than 48 hours after delivery, except where exceptional circumstances apply at our discretion.
  • ✗ Items Soiled, Altered, or Damaged After Delivery — Products that have been altered, soiled, stained, pet-contaminated, or damaged after delivery (i.e. not damaged in transit) are not eligible for return.

04 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.

1 Submit Your Return Request by Email

Email us at info@flooringrugsandmore.com.au within 48 hours of your confirmed delivery date. Your email must include your full name, order number, a description of the damage or incorrect-delivery issue, and clear photographs of the item and its packaging.

2 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 the warehouse return address and any packaging requirements, and will arrange collection of the item at no cost to you.

3 Return the Item

We will cover all return shipping costs if your item arrives damaged, incorrect, or significantly different from our product description. This excludes minor variations in color or appearance, because of professional studio lighting and individual device screen settings.

4 Remedy Issued

Once your claim is confirmed, we will provide a full refund, replacement, or repair in line with your Australian Consumer Law rights, as agreed with you during the assessment.

Contact Our Returns Team

Please include your order number, photographs of the item, and a description of the issue in your initial email. Complete information allows us to process your request as quickly as possible.

05 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 September 2026.

A note on Australian Consumer Law: Nothing in this policy excludes, limits, or modifies the consumer guarantees provided under the Competition and Consumer Act 2010 (Cth) (Schedule 2 — Australian Consumer Law). For products with a major failure, incorrect delivery, or significant misdescription, you retain the right to choose your remedy (refund, replacement, or compensation) as provided under the ACL. For more information on your rights, visit the ACCC website at accc.gov.au or contact your state consumer protection authority.