Returns and Exchanges

Our relentless pursuit of exquisite craftsmanship ensures that you will never receive anything less than flawless beauty. Occasionally, items may incur damage during transit, but rest assured, we will swiftly rectify this for you.

Shopping In-Store?

Selecting your new Rug is an important decision and we want you to be 100% happy with your purchase. Rest assured that you can shop with confidence at DecoRug with both our ‘Love It’ Satisfaction Guaranteed and Exchange/Refund options.

Goods on Approval

Can’t choose the right colour or size? Why not take a few home to try before you buy? Ask about our Goods on Approval option in-store to help you make your decision.

Change of Mind Returns                                                                                   

We do not offer returns for change of mind on sale/discontinued products, or on Gift Card purchases. DecoRug proudly offers a full exchange or refund within 14 days of purchase for all items bought through a showroom. Just another way we help you to shop with 100% confidence. No refunds or exchanges on discontinued items.

Shopping Online?

We have a 14 day returns policy; this means that you have up to 14 days from the date of receiving your rug to return it. If 14 days have passed, unfortunately we can’t offer you a refund or exchange. Not applicable to discontinued items.

For a change of mind, a $50 flat rate shipping charge per rug plus a $35 restocking fee applies to all return orders. This will be deducted from your final refund amount. Alternatively, you can return to your nearest showroom free of charge once your Return Request has been authorised by our customer service team. Items considered faulty can be returned free of charge once the Return Request has been authorised.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must be rolled up tightly and in the original or similar packaging, with all original label and tags intact. Once our warehouse has received your returned product and inspected that it is not damaged and is in a saleable condition your refund will be processed within 48 hours of assessment.

Return shipping
To return your product, please contact us at From there we will provide you with a consignment note. We will then organise pick up.

For cancellation of orders that have already been processed; the return costs are to be paid by the customer. Please allow up to 10 business days for your return to be received back to our warehouse, depending on where you are located.

Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. 

Please allow up to 5 business days for your return to be received back to our warehouse. Once received, processing can take up to 5 business days before your refund is issued by our team, however, usually it takes within 48 hours.

If your refund has been approved the credit will be automatically applied to your original method of payment.

Returns on discontinued items 
Only regular or sale priced items may be refunded or exchanges, discontinued items sitting under our Sale 'tab' on our website cannot be refunded or exchanged unless faulty. 

We only replace items free of charge if they are defective or damaged. You can start the process via email:

Can I return items that I purchased through Afterpay?       

All purchases made through Afterpay can be returned in accordance with our standard Return Policy. DecoRug will process your return as normal and Afterpay will adjust your payment schedule accordingly, if your return meets our Terms & Conditions.

If you have made a payment already, Afterpay will process amounts back to the card you purchased from. You will receive an email from Afterpay once the refund has been processed to communicate any changes to your payment schedule.

Non-returnable items
-Gift cards
-Made to order items (such as customised runners)
-Any items not in their original condition, or damaged items that were not due to our error.