Returns Policy

1. Overview

Your satisfaction is our top priority. If your purchase from Egyptian Rugs Australia is not quite right, we offer a straightforward returns process to help you organise an exchange or refund. These guidelines apply to purchases made through our online store and via our customer care team.

Please review the details below to confirm your eligibility and understand each step before initiating a return.

2. Eligibility Criteria

To qualify for a return, the following conditions must be met:

• Return request lodged within 30 days of delivery
• Rug is unused, unwashed, and free from damage or odours
• All swing tags, labels, and original packaging intact
• Proof of purchase or order confirmation provided
• Product was not marked as final sale, clearance, or non-returnable at the time of purchase

3. Items Not Eligible for Return

Certain products cannot be returned or exchanged due to their bespoke nature or hygiene considerations:

• Custom-made or made-to-order rugs
• Samples and swatch kits
• Clearance and warehouse sale items marked “final sale”
• Products that show signs of use, wear, or damage after delivery

If you are unsure whether your item qualifies, please contact us before initiating the return.

4. How to Start a Return

Requesting a return is simple. Follow these steps:

1. Email our support team at info@egyptianrugs.com.au within 30 days of receiving your order.
2. Include your order number, contact details, reason for return, and clear photos if the item is faulty or damaged.
3. Our team will review your request and provide a Return Authorisation (RA) number along with detailed instructions.
4. Re-pack the rug securely, attach the RA confirmation, and ship it according to the instructions provided.

Returns sent without prior authorisation may be refused and returned to the sender.

5. Inspection and Approval

Once we receive your returned rug, our quality assurance team will inspect it to confirm it meets the eligibility criteria. We will notify you within 5 business days of receiving the item whether the return has been approved, or if further assessment is required.

6. Refunds

Approved refunds are processed back to the original payment method within 5-7 business days of approval. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

• Shipping fees are non-refundable unless the item was faulty or incorrectly supplied
• Store credit can be requested if you prefer to shop at a later date
• Gift returns are refunded as store credit to the original purchaser

7. Exchanges

If you would like to exchange your rug for a different size, colour, or design, please note this in your return request. Exchanges are subject to stock availability. If the desired item is unavailable, we will process a refund or store credit based on your preference.

8. Faulty or Damaged Items

We take great care to ensure your order arrives in perfect condition. If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with photos of the issue and the packaging.

Once verified, we will arrange a replacement or provide a full refund, including return shipping costs where applicable.

9. Return Shipping Responsibilities

Customers are responsible for the cost of returning items unless the product is deemed faulty or the wrong item was received. We recommend using a tracked and insured courier service to protect against loss or damage in transit.

If a prepaid return label is provided by our team, associated fees may be deducted from the final refund unless the return is due to our error.

10. International Returns

For international customers, please note that customs duties, taxes, and original shipping costs are non-refundable. You may be responsible for any additional fees incurred during the return shipping process. We strongly recommend discussing your return with our team so we can help you navigate regional requirements.

11. Need Assistance?

Our customer care specialists are ready to help you find the perfect rug or resolve any concerns with your order. Reach out using the details below: