Returns Policy

 

Returns & Refund Policy

Online Orders

We accept returns within 10 days of delivery for change-of-mind purchases, subject to the conditions below.

Change of Mind Returns

  • You must contact us within 5 days of delivery to initiate a return
  • The item must be returned within 10 days of delivery
  • The rug must be:
    • Unused
    • In original condition
    • Returned in original or equivalent packaging

Refunds will be issued for the purchase price of the rug only.
Shipping and delivery costs are non-refundable.

Customers are responsible for return shipping costs for change-of-mind returns.

Return Process

To return an item:

  1. Contact us at info@mmrugs.com.au with your order details
  2. We will provide return instructions, including the return address
  3. Securely package the rug (rolled, not folded)
  4. Send the item back within the required timeframe

Refunds are processed within 5 business days of receiving and inspecting the returned item.
Refunds will be issued to the original payment method.

Return Conditions

  • Rugs must not show any signs of use, wear, damage, or alteration
  • Rugs must be returned rolled (not folded) to avoid damage
  • Returns that do not meet these conditions will not be accepted

Faulty or Damaged Products

If a product is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under Australian Consumer Law.

  • Please contact us as soon as possible with photos and details
  • We may request the item be returned for inspection
  • If the item is confirmed to be faulty, we will cover the cost of return shipping

Non-Returnable Situations

Returns will not be accepted for:

  • Items showing signs of use, wear, or damage after delivery
  • Damage caused by incorrect handling (e.g. folding rugs instead of rolling)

This does not limit your rights under Australian Consumer Law.

Product Considerations

The following are not considered faults:

  • Shedding or pilling (common in certain fibres)
  • Fading due to sun exposure over time
  • Minor colour variation due to screen differences
  • General wear and tear after use

Unavailable Products

If your order cannot be fulfilled within 7 days, you will receive a full refund.

In-Store Purchases

This policy applies to online purchases only.
Separate terms apply for in-store services.

Proof of Purchase

All returns must include valid proof of purchase.