V W Rugs – Returns, Refund & Shipping Policy
Thank you for shopping with V W Rugs. Our goal is to provide high-quality rugs and home décor products with exceptional service. This policy outlines your rights and our obligations regarding shipping, returns, exchanges, and refunds in accordance with the Australian Consumer Law (ACL).
- Shipping Policy
1.1 Order Processing Times
- Orders are typically processed within 1–2 business days.
- During peak periods (sales, holidays), processing times may be slightly longer.
1.2 Shipping Times
We deliver Australia-wide using trusted courier partners. Estimated delivery times:
- Metro Areas: 2–5 business days
- Regional Areas: 4–10 business days
- Remote Areas: 7–14 business days
Shipping times are estimates only and may vary due to courier delays, weather, public holidays or unforeseen circumstances.
1.3 Shipping Costs
- Shipping costs are calculated at checkout based on product size, weight and delivery location.
- Free shipping may be offered as part of promotions or for certain product categories.
1.4 Order Tracking
Once your order is dispatched, you will receive a confirmation email with a tracking number.
You can track your order through the courier’s website.
1.5 Incorrect Address
If an incorrect or incomplete address is provided:
- We will attempt to assist in re-directing it, but cannot guarantee changes after dispatch.
- Additional re-delivery fees may apply.
1.6 Failed Delivery / Return to Sender
If the courier cannot deliver (e.g., no safe drop, incorrect address), the order may be returned to us.
Re-delivery charges may apply.
- Returns & Refunds Policy
We comply with the Australian Consumer Law, which provides you with rights relating to faulty goods, incorrect goods, and goods that are not as described.
2.1 Change of Mind (COOM) Returns
We offer change-of-mind returns subject to the following conditions:
- You must contact us within 14 days of receiving the item.
- The item must be unused, unwashed, undamaged, and in original packaging.
- Return shipping is the customer’s responsibility.
- A restocking or return-processing fee may apply for bulky items.
Once the returned item is received and inspected, a refund or store credit will be issued.
Items NOT eligible for change-of-mind returns:
- Clearance or sale items
- Custom-made or special-order rugs
- Items showing signs of use or damage
- Items without original packaging
2.2 Faulty, Damaged or Incorrect Items (ACL Guarantee)
You are entitled to a refund, replacement or repair if the item:
- Arrives faulty or damaged
- Is not of acceptable quality
- Is not fit for purpose
- Is significantly different from the description or images
In such cases:
- Contact us within 7 days of delivery
- Provide photos/videos showing the issue
- We will arrange assessment and, if accepted, cover return shipping costs
Depending on the issue, we may offer:
- Replacement
- Exchange
- Repair
- Partial refund
- Full refund
2.3 Colour Variation Disclaimer
Variations in colour, pattern or texture may occur due to:
- Screen display differences
- Handmade, artisanal or natural rug characteristics
Such variations are not considered faults under the ACL.
2.4 Size Tolerance
Due to the nature of rug manufacturing, a size variation of up to 5% is common and not considered a defect.
2.5 Wear & Tear
Damage caused by misuse, neglect, poor maintenance, improper cleaning or general wear & tear is not covered under returns or warranty.
- How to Request a Return or Refund
To lodge a return request, please email:
📧 info@vwrugs.com.au
Include:
- Full name
- Order number
- Description of issue
- Photos/videos (if applicable)
We will respond with next steps and return instructions.
- Return Shipping Instructions
If a return is approved:
- You must securely package the item to prevent damage in transit
- We recommend photographing the package before handing it to the courier
- Return shipping is your responsibility unless the product is faulty
We are not responsible for lost parcels during return transit.
Tracking is strongly recommended.
- Refund Processing Times
Once we receive and inspect your returned item:
- Refunds may take 3–10 business days to appear in your account
- Refunds are processed to the original payment method
- Shipping costs are non-refundable (unless the item is faulty)
- Order Cancellations
Orders can only be cancelled before dispatch.
Once an order has been shipped:
- It cannot be cancelled
- A change-of-mind return will apply after delivery
- Missing, Late or Lost Parcels
If your order is delayed beyond reasonable timeframes:
- Contact the courier with your tracking number; then
- If unresolved, email us and we will raise an investigation
Lost parcel investigations may take 5–15 business days.
- Large Rugs – Delivery Notes
Large and oversized rugs may:
- Be shipped by special carriers
- Require signature upon delivery
- Be delivered to the front door on ground level
- Not be eligible for PO Boxes or Parcel Lockers
Please ensure someone is available to accept delivery.
- Contact Us
For any questions about this policy, refunds or delivery:
📧 Email: info@vwrugs.com.au
🌐 Website: www.vwrugs.com.au
We aim to respond within 1–2 business days.
