We want you to feel confident shopping with DecoRug. If your purchase isn’t quite right, we're here to help.

14-day change of mind returns are available on eligible products. A $30 return freight charge applies.

You may be eligible for a change of mind return if:

• Your request is submitted within 14 days of delivery.
• The rug has not been used, washed or cleaned.
• The rug is in its original condition.
• The original packaging, tags and labels are intact.

To request a return, simply email help@decorug.com.au with:

• Your order number
• The product you'd like to return
• The reason for your return

Our Customer Care team will review your request and respond within 48 hours with the next steps.

Please wait for approval before sending your rug back.

Once your return is approved, we'll provide you with the relevant return instructions.

Once your returned rug has been received and inspected, we'll process your refund.

Please allow up to 10 business days for us to assess and process the return.

The $30 return freight charge will be deducted from your refund for approved change-of-mind returns.

After your refund has been processed, it may take up to a further 5 business days to appear in your original payment account, depending on your bank or payment provider.

If you'd prefer another rug instead of a refund, please contact our Customer Care team to discuss an exchange.

Exchanges are subject to product availability and the return eligibility requirements outlined above.

Items purchased from our Clearance section are not eligible for a refund or exchange due to change of mind.

If a Clearance item arrives damaged or faulty, please contact our Customer Care team. Any return, replacement or other remedy must be reviewed and approved by our team.

If you're unsure whether your purchase qualifies, please contact our Customer Care team before sending anything back.

If you believe your rug has arrived faulty or damaged, please contact us as soon as possible.

Email help@decorug.com.au with:

• Your order number
• A description of the issue
• Clear photos showing the fault or damage
• Photos of the packaging if it was damaged during delivery

Our team will assess the issue and let you know the next steps.