Returns policy
As rugs are a bulky post item to return, please take your time to ensure you have measured your area, thought through your colour choice and rug material thoroughly. Have a look at our rug guides for assistance, or please feel free to contact us and we are more than happy to help you through the process and advise what rug choices would be best for your particular circumstances.
Customer service is our biggest priority at Lifestyle Rugs, please contact us at contact@lifestylerugs.com.au and we will assist you through all return procedures.
Rugs That Arrive Damaged:
Unfortunately, sometimes this happens. We ask that as with any delivery, you inspect the item upon arrival and before the courier has left. If it is clearly damaged from transport, then please refuse the delivery from the courier. If you notice that the rug is damaged once it's opened, we will help you to exchange the item for a new one free of charge or can arrange for store credit. Please ensure to take immediate pictures of the damage to help speed up the process. After the return inspection, a full refund will be issued if no stock is available to exchange, and a courier pickup will be arranged for the damaged item. Please contact us at contact@lifestylerugs.com.au as soon as possible, your contact must be within 3 days of receiving your order and we are here to help you through the process.
- We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid extra damage in transit back to us. Please use the packing material the item was sent with or contact us to get more advice on this.
- This item will still be subject to an inspection by the warehouse staff before any refund or exchange will be issued.
Change of mind returns:
Should you change your mind within 7 days of receiving your rug, we are happy for you to return it for exchange but we have a few conditions that apply. Simply contact us at contact@lifestyletugs.com.au and we'll help you through the process.
Restocking Fee: for change of mind returns Lifestyle Rugs will deduct a 20% restocking fee that will be charged when returning any rugs to our supplier. This enables us to offer the very best prices possible upon purchase.
Shipping: You are free to choose your own method of return delivery that is convenient for you and for change of mind returns you are responsible for the associated costs. If you are unsure about how to arrange the return, we are happy to assist you with this process and in some cases even organise the return on your behalf. Please be aware that returns will be sent to a location that depends on the rug you're returning - an exact address will be provided for the specific rug you are returning upon contact.
Return Eligibility -
- Must contact us within 7 days of receiving your order. We will have trouble processing any claims outside of this time period.
- We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with or contact us to get more advice on this.
Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged or washed any of the items. Of course, you are free to lay out the rug to test if it suits your room but please do not let it get dirty or damaged.
* Items not eligible for change of mind returns, made to order rugs, custom size orders, underlays or designer rugs. We are also not able to process cancellations of made to order or designer rugs.
Cancellations or changes to order details:
Once an order is placed, it is immediately sent to our distribution warehouse for processing and shipping preparation. This unfortunately means that once an order has been placed, it is difficult for us to alter or change it. Customer service is our biggest priority so please contact us at contact@lifestylerugs.com.au and we'll do our best to accommodate your needs. Changes to a delivery address may also be possible but would need to be efficiently processed. An order cancellation request can also be put through and if successful will result in a store credit being issued. Please note that Lifestyle Rugs has sole authority to refuse any cancellations or order amendments.
Wrong item delivered:
Our sincere apology, our store staff may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you. Please note the item must be in the same condition, with tags and packaging as received, to be returned.
Note: The rug needs to be unused, needs to be inspected upon retun and Any images you can provide us are much appreciated and can help speed up the returns process.
Note: Lifestyle Rugs reserves the right to refuse service for an any reason. If your order is refused, an email will be sent to you explaining the cancellation and a refund will be issued immediately.