Returns Policy

Enjoy a 30-day, risk-free return and exchange policy on all eligible orders.

We accept returns for a refund or store credit if the item meets the following criteria:

• The item is defective, damaged, or incorrect.
• The item is unused, unwashed, and in its original packaging.
• The item is not soiled or otherwise damaged.
• The item was not purchased at a final sale price.
• The return is initiated within 30 days of delivery.

• Faulty/Incorrect Items: We cover return shipping costs.
  Please use standard shipping; if you choose an Express satchel, reimbursement will be capped at the standard shipping rate.
• Change of Mind (Non-Faulty Items): A 10% restocking fee applies to cover third-party processing costs.
  This fee is waived if you opt for an exchange or store credit.
• Additional Fees: Certain returns may be subject to additional handling fees,
  which will be communicated for your approval before the return is finalised.
• Processing: Returns are processed within 3 business days of delivery.
  Once our warehouse team inspects and approves the item, your refund or store credit will be issued.

1. Email contact@rugopera.com.au with your order number and reason for the return.
2. Download our [Returns Form] and include it in your package.
3. We strongly recommend using a trackable shipping method.
4. Rug Opera is not responsible for return shipments lost or damaged in transit.

We aim to make your exchange process as smooth as possible. To get your new item sooner, we recommend the following:

The Fastest Way to Exchange:

To secure your replacement immediately, you may place a new order for the desired item and initiate a return for your original purchase simultaneously.

We will process your refund for the original item as soon as it arrives at our warehouse.

1. Request: Within 14 days of delivery, email contact@rugopera.com.au with your order number and the reason for your exchange.
2. Authorisation: Our team will respond within 24 business hours to authorise your request.
3. Return: Once authorised, please ship your item back so that it arrives within 30 days of your original delivery date.
4. Track: Please email us your return tracking number. This is required to ensure your package is accepted.

• Authorisation Required: Returns sent without prior email authorisation or received outside the 30-day window cannot be processed.
• Shipping Responsibility: We strongly recommend using a trackable shipping method.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on sale items, final sale items, or gift cards.

Refund Policy & Processing Times

Once your return is received and inspected by our warehouse team, we will notify you of the approval status.
If approved, your refund or store credit will be processed within 3 business days.

• Credit Card & PayPal: Depending on your financial institution, please allow 2–10 business days for the funds to reflect in your account.
• Afterpay: Your refund will be applied directly to the final instalment of your order.

Refund Method

• Approved refunds are issued to your original form of payment.
• If you selected store credit during the return process, a digital credit will be issued to your account instead.

Exceptions

• Restocking Fees: A 10% restocking fee applies to all non-faulty returns to cover third-party processing costs.
  This fee is automatically waived if you choose to receive your refund as store credit or an exchange.
• Shipping Costs: Original and return shipping costs are non-refundable,
  and will be deducted from your total refund amount, except in cases where the item is found to be faulty or incorrect.

Further Queries
If you have any questions regarding your refund status or our policy, please contact our team at contact@rugopera.com.au