V W Rugs Pty Ltd – Returns & Refunds Policy
At V W Rugs Pty Ltd, we are committed to providing quality rugs and home décor products. This policy outlines our approach to returns and refunds and is intended to operate in accordance with the Australian Consumer Law (ACL).
1. Change-of-Mind Returns
We may accept change-of-mind returns within 14 days of delivery, provided that:
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The product is unused, unwashed and undamaged;
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It is in saleable condition and, where reasonably possible, in its original packaging; and
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The return has been approved by V W Rugs before being sent back.
Return freight is the customer’s responsibility, and a reasonable restocking or handling fee may apply to bulky or oversized items where applicable.
Change-of-mind returns generally do not apply to:
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Custom-made or made-to-order rugs;
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Special-order products;
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Used, washed, altered or damaged products; or
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Products that cannot reasonably be returned to saleable condition.
These conditions apply to change-of-mind returns only and do not affect rights available under the ACL.
2. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, incorrectly supplied or does not meet an applicable consumer guarantee, please contact us as soon as reasonably practicable.
Where the ACL applies, you may be entitled to a repair, replacement, refund or other appropriate remedy, depending on the nature and seriousness of the issue.
To assist with assessment, please provide your order number, a description of the issue and photographs or video where appropriate.
Where a product is confirmed to be faulty or incorrectly supplied, V W Rugs will arrange or reimburse reasonable return freight costs where required by law.
3. Handmade Rug Variations
Many V W Rugs products are handmade using natural fibres and traditional techniques. Minor variations in colour, texture, pattern, pile height, shape and dimensions may occur and are characteristic of handmade rugs.
Colours may also appear different due to lighting, photography and individual screen settings. Such variations do not necessarily constitute a product fault.
Dimensions stated for handmade rugs are generally approximate unless an exact measurement has been specifically agreed in writing.
4. Damage, Wear & Misuse
Products damaged through misuse, negligence, improper cleaning, incorrect care, alteration or normal wear and tear may not qualify for a change-of-mind return or voluntary warranty.
This does not exclude or limit any rights that cannot legally be excluded under the ACL.
5. How to Request a Return or Refund
Please contact:
Email: info@vwrugs.com.au
Please include:
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Full name or business name;
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Order or invoice number;
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Product details;
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Reason for the return; and
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Photographs or video, where applicable.
Please wait for return instructions before sending any product back.
6. Return Freight & Packaging
Approved returns must be securely packaged to prevent damage during transit.
For change-of-mind returns, the customer is responsible for return freight.
Where a remedy is required for a faulty, damaged or incorrectly supplied product, V W Rugs will handle return freight in accordance with the applicable legal requirements.
We recommend using a tracked delivery service and retaining proof of postage.
7. Refunds
Approved refunds will generally be processed to the original payment method.
Refunds are normally processed within 3–10 business days after the return has been received and assessed, although the time for funds to appear in your account may vary depending on your payment provider or financial institution.
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