Henley Cross Line

At RUG 'N ROLL, we value your purchase, and your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your selection, you have the option to exchange your purchased rug within 30 days from the date of receipt, provided it is in its original packaging and condition. Please note that arranging the delivery and any associated costs for returns will be the responsibility of the customer.

Upon receiving the rug in its original condition, we will issue you a Credit Note, with the deduction of our original shipping cost associated with sending the item(s) to you. To inquire about these fees before making a purchase, please email us at info@rugnroll.com.au with all relevant information.

To initiate a return, please contact us at info@rugnroll.com.au and obtain a Return Authorization Number (RAN). Ensure that you obtain the RAN number within 30 days of receiving your purchased item to be eligible for a Credit Note. When sending back the rug, make sure to clearly display the RAN number on the return packaging.

Please be aware of the following points:

The images displayed on our website are intended to represent the most accurate colors possible. However, due to differences in devices, we cannot be responsible for variations in color between the actual product and your screen.

In some cases, patterns and colors may vary according to the rug's size. Lengths and widths may also slightly differ from the published dimensions. We strive to provide you with accurate measurements, but some variation may exist, and this should not be considered a manufacturing defect.

Please note that the return policy outlined above is applicable only to online purchases. For our in-store Return Policy, please refer to the details below.

For any online orders placed with Zip Pay, please be aware that fees may be incurred for refunds.

RUG 'N ROLL IN-STORE PURCHASE RETURN POLICY

When you make a rug purchase from one of our stores, please make your selection carefully as we do not offer refunds for change of mind or for choosing the wrong size or color. However, you have the option to choose between a refund or an exchange if the product has a major problem (excluding products sold in "AS IS CONDITION" and when you have been made aware of any problems). Exchanges can be made within 30 days of purchase. In the event of exchanging for a less expensive rug, you will be provided with a Credit Voucher for the price difference.

For all returns, please ensure you provide proof of purchase.

Thank you for choosing RUG 'N ROLL, and we hope you enjoy your rug-shopping experience with us! If you have any further questions or concerns, please don't hesitate to contact us at info@rugnroll.com.au

TERMS AND CONDITIONS

DELIVERY/ORDERS/PRICING: 

·      If delivery of an order will result in unacceptably high freight charges, we reserve the right to contact you to request further shipping fees or to cancel an order prior to dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.

·      If in the unlikely event that a product(s) you ordered from our website became unavailable, we will contact you by email to inform you. You may choose to have a credit to your account or get a full refund. 

·      We reserve the right to refuse to process an order to anyone at any time at our sole discretion. 

·      All prices displayed on our website are in Australian dollars and includes GST. 

·      Retail prices of products displayed on our website are prices provided to us by our suppliers and they are displayed along with our sale prices. Prices are subject to change, and it is effective from the time it is published in our website. *We might change prices of items and put them on clearance or otherwise. We cannot be held to accountable for any advantage or disadvantage our customers experience due to price changes. 

·       COLOUR / IMAGE DISCLAIMER

At Rug ‘N Roll we make a conscious effort to present the pictures of rugs displayed on our website as close to the product colours as possible. Rug colours displayed on our website pictures are subject to variation due to screen and monitor settings, pixel density, photography settings, camera angles and lighting. Rug ‘N Roll cannot guarantee that the rug image colour displayed on your computer monitor is an exact colour of the product. Please be aware of this reality and allow for possible color variation when making your purchase. 

·       PAYMENT AND SECURITY:

We make all effort to keep your personal and payment information secure with industry accepted encryption through payment process. We do not store your payment method and credit card information.  We will not be liable (directly or indirectly) for any damages or losses caused if a member's card is used fraudulently.

REFUND AND RETURNS

·       DAMAGED ITEMS

In the unlikely event that you receive a damaged or faulty product from Rug ‘N Roll, we will be happy to repair, replace, or offer a refund for it at our discretion, with no cost to you. Please reach out to our Customer Service team within 48 hours of receiving the fault or damaged product. For our assessment and to provide the best possible solution, we may request a photo of the damaged item. If our assessment of photos validates the claim, we will arrange for item to be picked up at no cost to you. 

·       DISCONTINUED OR CLEARANCE ITEMS

Please note that clearance items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.

·      CUSTOM MADE AND HALL RUNNERS

We are not able to accept return of custom-made items and hall way runners that cut to size. 

·       CHANGE OF MIND EXCHANGES

We are happy to exchange a rug/s you purchased from Rug ‘N Roll site with any other product. In order to practice change of mind for an exchange you will need to contact us within 48 hours to initiate the process. In the event that you would like to exchange a rug you purchased you will be responsible for the shipping This includes costs you incurred for us shipping the product to you initially, cost of shipping the product back to us and shipping cost of newly selected item and any price differences. Change of mind in this context does not mean to get a refund but an exchange only. 

We offer this change-of-mind policy in addition to your rights and remedies under the Australian Consumer Law. See your rights in the below links. 

Consumer rights and guarantees: https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

When Can a Consumer Return Goods? https://legalvision.com.au/when-can-a-consumer-return-goods/

When Are Businesses Obliged to Give Customers Refunds? https://lawpath.com.au/blog/when-are-businesses-obliged-to-give-customers-refunds

·       CANCELATIONS

You may cancel all or part of an order before it reaches the dispatch stage in which case you can choose whether to receive a store credit voucher or refund (including shipping, assuming there is only one product ordered). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. Requests for cancellations should be lodged as soon as possible after ordering as we aim to dispatch orders as soon as possible. Once products have been shipped, you cannot cancel them. 

Wrong Item Delivered

Please contact us as soon as possible.

Item Damaged in Transit

Please contact us as soon as possible.

·       CONSUMER GUARANTEES

Goods we sell are covered and subject to protection under the Australian Consumer Law. Visit the link to know about your rights. https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

 You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.  You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable. If there is a problem, fault or defect please contact our Customer Support team at

·       IMPORTANT

Please note that we will not accept any returns prior to contacting our customer service. We will need to provide you a return address and reference number before your returns. 

For all inquiries please contact us at sales@rugnroll.com.au