Rug Returns with Catwalk Rugs
As Australia's premier rug seller, Catwalk Rugs confidence in its product allows us to provide a generous returns and refund policy. We have designed our policy to ensure minimal hassle to you, should something out of the ordinary occur during the purchase process. We will be unable to process returns for incorrectly packaged rugs.
Note: Rug Non-Slip Underlay is a non-refundable item, so please make sure you choose the correct size when ordering.
For more information please see our Terms and Conditions.
Easy summary for all rug scenarios:
1. Any problems contact ASAP and request guidance.
2. We’ll give you an RA number and a label to print out.
3. Rug will be collected by third party courier.
4. Rug will be inspected at warehouse and refund*/replacement processed.
What happens if I start a rug return?
You will be issued with an RA (Return Authorisation) number by us. Please keep this safe to avoid future problems with the processing of your return!
We'll then have the rug picked up (by a trusted third party courier) and issue a credit/refund (less shipping and restocking fee) back to you once the item has arrived back at our warehouse and inspected.
*Note: Catwalk Rugs reserves the right to deduct $49 from your refund, to cover shipping return costs of a third party courier plus a 10% restocking fee per item.
Note: If you receive an RA number, place that on the outside of the package when it’s being picked up! You’ll be e-mailed an easy to print label from us that can go on the outside of this package.
Note: Returns are only conducted from the same residential address the item was initially delivered to, unless otherwise specified and approved with us after written confirmation by Catwalk Rugs. Furthermore, the Northern Territory, Regional and Remote areas may incur additional expenses and be deducted from your total refund amount.
What if the rug is damaged during transit?
If you notice that the rug has been damaged during transit -
Please refuse that shipment and let us know what has happened. You can then choose to either receive a full refund, or we can have another rug shipped out to you (normally the replacement rug will start its journey on the same day you notify us!).
If you only realise it’s been damaged after accepting the rug -
Still no problem, but your help will be required to assist in the faulty rug return. Contact us first and let us know you have received a faulty item. If items is deemed faulty, we will have the rug picked up and you’re still able to choose those two options of a full refund or having the rug replaced.
Note: Returns are only conducted from the same residential address the item was initially delivered to, unless otherwise specified and approved with us after written confirmation by Catwalk Rugs.
Note: Images must be provided for faults to approve a rug return and can help speed up the returns process.
Why is my rug not the right size?
At Catwalk Rugs, we take pride in offering high-quality rugs to our valued customers. It's important to note that due to the nature of our products, we allow for a slight discrepancy of 1 to 4 percent in size. Rest assured, this range falls within industry standards and does not compromise the overall appearance or functionality of your chosen rug.
What if I changed my mind?
We want you to feel confident when buying from us. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 5 days of having received it and can opt for a store credit or a refund less return shipping costs.
*Note: You will be responsible for return shipping charges (capped at $49) per item to facilitate change of mind return plus a restocking fee of 10% per item. For example: if your rug is purchased at $500, the charges you will incur is $49 (return shipping) + $50 (restocking fee) = $99.
Return Eligibility -
- We kindly inform our valued customers that all return requests must be requested within the initial 21 days following the delivery date. This policy ensures that we can efficiently address any concerns or issues that may arise with your purchase. After this 21-day period, we regret to inform you that we are unable to process any further return requests. We encourage our customers to inspect their rugs upon delivery to ensure complete satisfaction.
- We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with or contact us to get more advice on this.
Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged or washed any of the items. Please also note that Catwalk Rugs accepts no responsibility for incorrectly packaged rug returns and will be unable to process refunds for rugs damaged in transit due to incorrect packaging methods. If this does occur, we may send the rug back to you plus shipping costs to your destination if you wish to do so or a handling and restocking fee may apply up to 20% of the value of the item.
On an average, return shipping courier costs will be capped at $49 but these charges can vary depending on cubic weight of rug/s and pickup address. Please contact us to check return charges!
Rug Non-Slip Underlay is a non-refundable, so please make sure you choose the correct size when ordering.
Errors include, but are not limited to, wrong size, wrong address, wrong item, duplicate shipment, wrong listed price, cancelled order prior to ship date. Again, just let us know and we will be extremely surprised we have made a mistake and do our best to make it up to you by issuing a full refund or replacement rug. We reserves the right to cancel any order at any time.
Returns can no longer be dropped off within our Sydney warehouse. Due to the sheer size of our warehouse and the amount of stock moving in and out, it is not a safe environment to accept local traffic.
Refunds have are generally processed within a few business days after your order has returned back to our warehouse. An inspection is conducted and refund granted less any costs associated. Once inspected and approved, we’ll send you Refund Notification via email. Please note that in peak periods or Covid19 affected circumstances, refunds can extend out to 7-14 business days. Rest assured, we are always working tirelessly, to complete all requests as fast as we possible can.
Please note: Once a rug has been dispatched from one of our warehouses, we are unable to cancel or amend the order in any way. You are of course, welcome to request a refund for change of mind once you have received the item. Catwalk Rugs will only refund the rug once the rug has arrived back in our stock/possession after a successful return request has been completed.
Catwalk Rugs does not profit in the returns process, rather we assist in the ease of returning your rug hassle fee. It is important to understand that third party couriers are contacted to pick up the order returns and exchanges are required to be professionally cleaned and repackaged to the high standards you received the rug. We will do our best to always absorb all shipping costs above $49, however, if the fee is considerably higher, we will contact you and discuss this prior with a quote, if you're unhappy with the quote, you're welcome to contact a courier company and enquire to organise your own quote for rug returns.
Any questions, just email us at email@example.com