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Returns Policy & Shipping

Returns

Unfortunately, we do not issue refunds, however, you will have a choice of an exchange or a store credit. Returns must be within 14 days of purchase.

To be eligible for an exchange or store credit, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The costs of returns will be at the own cost of the customer. Shipping costs are non-refundable.

To receive an exchange or a store credit simply send us an email at admin@starrugs.com.au so we can provide you with the return delivery address.

If you need a different size of the same item please send us an email at admin@starrugs.com.au

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Faulty items

We apologise if the item you have received appears to be faulty. All rugs with a manufacturing fault will be happily exchanged or refunded in full. Before a refund is granted the item will be inspected upon return. Please note that rugs which are damaged as a result of customer use will not be considered as faulty. The fault must be a manufacturing fault. These claims must be made within 7 days of receiving your rug.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Shipping costs will be at the customer’s own expense.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.


Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@starrugs.com.au.

SHIPPING AUSTRALIA WIDE

All items which are under $100 will have a shipping cost of $12.95

All items which are over $100 will have free shipping.

Items will be dispatched within 2-3 working days upon processing the order. Once your order has been dispatched you will receive an email containing your order confirmation and a tracking number for your order.

Please note that some remote areas will incur an extra delivery charge which we will contact you after your order has been placed.

Online orders will take approximately 4-7 working days after it has been dispatched. Depending on where you live, the time it may take for your product to reach you may vary. Please note deliveries may take between 2 to 14 working days depending on location.

If a rug becomes out of stock after placing your order, we will contact you immediately. The customer may pre-order the item if they wish and we will provide an approximate date of arrival. If the arrival time changes due to circumstances beyond our control and the customer no longer wishes to wait, we will be happy to provide a refund.

Shopping Bag