Refund policy

Policy Overview

At PRIME RUGS, we want you to feel confident when purchasing from us. If your order is not right for your space, arrives damaged, or you receive an incorrect item, our team is here to help make the process as straightforward as possible.

Eligible products may be returned or exchanged within the timeframes outlined below. We do not charge a restocking fee on approved returns.

Return & Exchange Eligibility

To be eligible for a return or exchange, the item must be:

New and unused, in its original packaging, and returned with all included accessories, components, labels, and documentation.

Items showing signs of use, damage after delivery, alteration, staining, or improper handling may not be eligible for a change-of-mind return.

Please contact us before sending any product back. Unauthorised returns may not be accepted.

Return Window

Return requests must be made within 30 days of delivery.

We recommend contacting our team as soon as you decide you would like to return or exchange an item so we can provide the correct return instructions.

Return Shipping Responsibility

For change-of-mind returns, including situations where the customer changes their preference for colour, size, style, or suitability, the customer is responsible for return shipping costs.

Where available, PRIME RUGS may provide a prepaid return shipping label. The cost of the return label will be deducted from the final refund unless the return is due to an error on our part.

There are no restocking fees on approved returns.

How to Start a Return or Exchange

To request a return or exchange, email support@primerugs.com.au with your order number, the item you wish to return, and the reason for the request.

Our team will review your request and, once approved, provide a Return Merchandise Authorisation and return instructions.

Please do not return an item until you have received approval and the correct return details from our team.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us promptly and include clear photos of the item and packaging.

For oversized or freight deliveries, damage should be reported within 48 hours of delivery. For standard parcel deliveries, please report damage within 15 days of delivery.

When a product is confirmed as damaged, defective, or incorrectly supplied, PRIME RUGS will cover the applicable return and replacement shipping costs.

Cancellations

Orders may be cancelled for a full refund if the cancellation is received before the order has shipped.

Once an order has been dispatched, it can no longer be cancelled and will need to follow our standard return process after delivery.

Refund Processing Time

Once your returned item has been received and inspected, approved refunds will be processed within 7 business days.

For approved returns, the original shipping cost will also be refunded.

After we issue the refund, your bank or payment provider may require additional time to make the funds available in your account.

Our Error vs. Customer-Initiated Returns

If we send the wrong item, or the product arrives damaged or defective, PRIME RUGS will cover the associated shipping costs required to resolve the issue.

For customer-initiated returns, including change of mind or selecting an unsuitable size, colour, or design, return shipping costs are the responsibility of the customer.

Exchanges Process

If you would prefer to exchange an eligible product, contact our team to confirm availability of the replacement item.

For change-of-mind exchanges, the customer is responsible for the cost of returning the original item and shipping the replacement item. If the exchange is required because of an incorrect, damaged, or defective product supplied by us, PRIME RUGS will cover the applicable shipping costs.

Our Commitment to You

We understand that choosing a rug is an important decision, especially when purchasing a larger or higher-value piece for your home or workplace.

Our team will always aim to handle returns, exchanges, and product issues clearly, fairly, and professionally. If you are unsure about your order or need assistance before requesting a return, contact us at support@primerugs.com.au and we will be happy to help.