Refund policy


Return and refund policy

Policy Details Online Purchases In-Store Purchases
Where to Return Returns must be lodged via our website. In-store returns for online purchases are not accepted. Returns must be made to the original store of purchase.
Change of Mind - Eligibility Return within 7 days of delivery for store credit or refund. Return within 3 days for a refund or 7 days for an exchange.
Conditions for Change of Mind Returns - Item must be unused and in original packaging.
- Use original packing material.		 - Item must be unused and in resaleable condition.
- Proof of purchase required.
Non-Returnable Items (Change of Mind) - Custom or altered rugs
- Continuous hall runners
- Used rugs
- Damaged rugs		 - Customer orders
- Custom or altered rugs
- Continuous hall runners
- Used or damaged rugs
Restocking Fees A restocking fee of 20% of the rug’s purchase price applies to all returns. Customers are also responsible for covering the cost of return shipping. No restocking fees
Clearance Items Clearance items are non-returnable unless faulty or defective. Clearance items are non-returnable unless faulty or defective.
Other Returns (e.g. Faulty / Incorrect Items) Refunds or exchanges available if:
- Item is faulty
- Not as described
- Wrong item was sent		 Refunds or exchanges available if:
- Item is faulty
- Not as described
- Wrong item was ordered
Afterpay & Pay Later Programs Purchases via Afterpay incur a 10% non-refundable fee, deducted from the refund total. Purchases via Afterpay incur a 10% non-refundable fee, deducted from the refund total.
Customer Orders Custom orders are non-returnable and cannot be cancelled once placed. Customer orders are non-returnable.
Uncollected orders after 4 weeks are subject to deposit forfeiture.
Assessment Disclaimer Trends Rugs reserves the right to assess condition and age of returned items. Refund or exchange may be refused. Trends Rugs reserves the right to assess condition and age of returned items. Refund or exchange may be refused.