Our Returns & Exchange Policy.

Here at Rugs Online, we know that when it comes to investing in a handmade rug, clients would like to be able to touch and feel the texture, and see for themselves the level of high craftsmanship involved in producing these rugs.  We completely understand, and that is why we created the Rugs Online 100% Satisfaction Guarantee - if, for any reason, you are not completely satisfied with your purchase, you can return the rug to us, in original form, within 14 days of the rug arriving to you. We will provide you with a full refund or exchange. Simply fill out an enquiry form here outlining the issues with the rug and your wish to return it, and we’ll provide you with a return address.The buyer pays the return shipping fee, and the product must be returned in the original packaging via a courier company together with a tracking number. We have a limit of one exchange per customer for change of mind purchases. This will give the customer a chance to reorder another rug and have a better idea of what will work. Please also allow three to five working days for a refund to be processed as this will allow time for the inspection and repackaging of the rug returned. Customer satisfaction is our number one priority.

Our Shipping Policy.

We offer free international shipping on all orders, as a thank you for supporting our passion. Once you place an order, it will be shipped within 24 hours of processing. 


The estimated delivery times are listed as below:


Estimated Shipping Time 

United States, East Asia

7-10 Business Days

Australia, New Zealand, South East Asia, Canada, Europe

7-10 Business Days

Middle East, Mexico, Central America, South America 

13-20 Business Days

Other Countries

13-20 Business Days

Check the delivery status of your order by entering its 13-character Tracking ID here. Tracking IDs can be found in the email we sent you after your items have been shipped. Already have an order with us? Waiting patiently for your new handmade rug can be very nerve wracking, especially if it’s your first order with us. So if you do start to feel concerned, feel free to contact us.

Manufacture Fault Returns.

All our rugs are personally checked to ensure maximum quality, so any rugs that are received with a manufacturing fault will be happily exchanged or refunded in full. To qualify for a manufacturing fault return, simply email us on info@rugs-online.com.au with a description and a clear photo of the fault. If Rugs Online agrees the fault is valid, we will gladly give you the option of an exchange of the same rug or a full refund. Please note that manufacturing faults must be claimed within 7 days of receiving your rug.

Additional Non-returnable Items:
Gift cards
All 'customized' runners are non-refundable.
Any item not in its original condition, or damaged not due to our error.