REFUND & RETURN POLICY

At RUG & REST, we strive to ensure our customers are fully satisfied with their purchases. Our Refund & Return Policy complies with the Australian Consumer Law (ACL) and outlines your rights and our obligations regarding returns, exchanges, and refunds.

Consumer Guarantees

You are entitled to a refund, repair, or replacement if a product you purchase:

  • ➤ Is faulty, damaged, or defective
  • ➤ Is not as described or doesn’t match the sample shown
  • ➤ Is not of acceptable quality
  • ➤ Fails to perform as intended

Change of Mind Policy

While we are not legally required to offer refunds for change of mind purchases, we may offer an exchange or store credit at our discretion if:

  • ➤ The product is unused, in its original packaging, and in saleable condition
  • ➤ Proof of purchase (receipt or tax invoice) is provided
  • ➤ The return is made within 14 days of purchase

Please note:

  • ➤ Refunds for change of mind are not available
  • ➤ Sale items are final and not eligible for change of mind returns

Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described, we will offer:

  • ➤ A full refund
  • ➤ A replacement
  • ➤ Or a repair, depending on the issue

To process a return:

  • ➤ Contact us within 7 days of receiving the item
  • ➤ Provide proof of purchase and photos (if applicable)
  • ➤ We will cover return shipping costs for faulty or incorrect items

Return Process

To initiate a return, please contact us at:

Or visit one of our stores at:

  • ➤ Blacktown – Westpoint Shopping Centre (Level 2, near Nadia’s Café)
  • ➤ Mount Druitt – Westfield (near Woolworths)

Non-Returnable Items

For hygiene and safety reasons, certain items may be non-returnable, including:

  • ➤ Door mats, bath mats, and kitchen mats (unless faulty)
  • ➤ Items that have been used, washed, or altered

Refund Method

Approved refunds will be processed using the original payment method. Please allow 3–5 business days for the refund to appear in your account.

This policy is in line with your rights under the Australian Consumer Law.