THE RUG COLLECTION
Returns Policy is designed to:
Assist you to make your return.
Support you in accordance with the rights and remedies you have as a consumer under the Australian Consumer Law (ACL).
Make your shopping experience with us pleasurable.
Faulty or incorrect item will be determined by The Rug Collection. In this instance, courier costs will be incurred by The Rug Collection.
Returned goods must be in their original packaging and we encourage you to return via registered or traceable courier services as all returned goods remain the responsibility of the purchaser until received by The Rug Collection.
ONLINE RETURNS POLICY CONDITIONS
No returns for change of mind or items on Sale, therefore, please choose carefully. If your item is deemed as damaged or faulty, you can exchange or receive a refund.
Faulty or Damaged Goods to be returned within 7 days from the date of delivery.
Where an item is found to be faulty on delivery please notify us within the first 7 days.
If a defect or fault is found within 7 days we will provide a full refund and pay to have the item returned shipped to us.
Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.
Online Returns accepted provided that:
ONLINE EXCHANGES
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).
ONLINE REFUNDS
Proof of purchase (Online Order Confirmation or Invoice) and the Returns Form are received with the returning item.
Photos of the faulty items have been sent to sales@therugcollection.com.au
The item is in its original, new and unused condition with all parts, packaging, boxes, accessories and tags attached. The customer’s responsible for ensuring that returned items are returned safely. The Rug Collection takes no responsibility for goods lost in transit.
For a faulty or damaged item, the returning item has been received by the Online Returns Department within 7 days from the date of delivery with a copy of the returns form appropriately filled out. If there is no delivery receipt, the delivery date will be assumed to be 3 business days from the date of dispatch.
The Rug Collection will only accept the return of Goods that have been supplied correctly.
No change of mind or exchange on an item purchased from the "Sale", "Online Warehouse Sael" or "Clearance" categories.
Once the returning item is received by us a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect by The Rug Collection) within 7 working days.
If the alternative size or colour is no longer available, a refund or online credit voucher will be provided to you via email, provided all the Returns Policy Conditions are met.
In order to facilitate a return under these Terms and Conditions, email sales@therugcollection.com.au The customer must comply with directions from The Rug Collection team member to facilitate a return.
ONLINE RETURNS DEPARTMENT
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).
Orders cancelled after the goods have been dispatched but before delivery will attract a cancellation fee equal to 30% of the sale price.
Once the returns department receives the item a refund will be provided by credit to your original method of payment.
Other than in accordance with The Rug Collection 7 Day returns policy, The Rug Collection does not provide refunds.
Request a returns form or ask a question:
Customer Support
sales@therugcollection.com.au
Phone: (03) 8555 3584
OUR GUARANTEE
We are here to help and understand purchasing a rug or furniture item is an important decision and lifestyle investment. If you have any questions please do not hesitate to get in touch with us at sales@therugcollection.com.au and we will respond within 24 hours or the next business day.
INTERIOR DESIGN TRADE COMPETITION
Competition time! Win a $5000 Voucher to spend on your favourite products at the Rug Collection & Tallira Furniture 👯♀️✨😍
Each month over the next 3 months, a room or project featuring any of our rugs or furniture items will WIN a $5000 VOUCHER to spend on your favourite products at The Rug Collection & Tallira Furniture.
FOR YOUR CHANCE TO WIN, submit your Interior Designer Project photo/s below.👏🏼
HOW DO I ENTER?
1. Submit Interior Design or Property Styling Project photos featuring our rug and/or furniture products via the online form or click here to email directly.
2. Enter as many times as you like.
Good luck! 🍀⠀
We will showcase entries on our Blog, on our Website and Social Media ( on social media we credit or tag your business.
Each winner will be contacted via phone or email and announced via Instagram.
Submitted images will be used on our website, on our product pages, in print media and/or on social media without compensation from The Rug Collection Pty Ltd.
Winner April 2023
*Competition closes 9pm AEST 31 March 2023.
Prize: The Rug Collection & Tallira Furniture $5000 Voucher to spend on rugs and furniture in Showrooms or products listed on www.therugcollection.com.au
Winner contacted via phone or email and announced on Monday 1 April via instagram post and website blog post.
Winning images will be used on our website, on our product pages, in print media and on social media.
Winner May 2023
*Competition closes 9pm AEST Monday 30 April 2023.
Prize: The Rug Collection & Tallira Furniture $5000 Voucher to spend on rugs and furniture in Showrooms or products listed on www.therugcollection.com.au
Winner contacted via phone or email and announced on Monday 1 May via instagram post and website blog post.
Winning images will be used on our website, on our product pages, in print media and on social media.
Winner June 2023
*Competition closes 9pm AEST Monday 31 May 2023.
Prize: The Rug Collection & Tallira Furniture $5000 Voucher to spend on rugs and furniture in Showrooms or products listed on www.therugcollection.com.au
Winner contacted via phone or email and announced on Monday 5 June via instagram post and website blog post.
Submitted images will be used on our website, on our product pages, in print media and on social media.
Open to Australian residents only.
Contact us for more details kylie@therugcollection.com.au or read the competition below for more information.
Competition Terms and Conditions
The Promoter is The Rug Collection Pty Ltd.
Information on prizes and how to enter The Rug Collection competitions form part of these Terms & Conditions of Entry.
By entering The Rug Collection competitions, entrants accept the above-stated Terms & Conditions of Entry.
Entry to The Rug Collection competitions are open to all Australian residents; excluding employees and their immediate families of the Promoter and its related companies.
To enter The Rug Collection competitions, entrants must follow and complete the “how to enter” instructions and entries must be received by the Promoter by the close of the specified competition closing date.
Prize winners of The Rug Collection competitions are selected at 4/80 Fairbank Road, Clayton South VIC 3169 on the specified competition judging date.
Winners are contacted by phone or via email within 5 business days of selection and may be announced in an upcoming social media post of The Rug Collection and/or The Rug Collection website.
The judges' decision is final and binding. As such, no correspondence will be entered into.
Winning entries are selected by management at The Rug Collection from the entries submitted.
Unless expressly stated, all other expenses become the responsibility of the winner.
Prize winners are advised that tax implications may arise from their prize winning and may wish to seek independent financial advice prior to the acceptance of the prize.
Subject to the unclaimed prize draw clause, if for any reason a winner does not take the prize or an element of the prize by the time stipulated by the Promoter, then the prize or that element of the prize will be forfeited.
All prize winners agree to the use of their name, business name, address suburb and project images they submit for publicity and competition purposes, without compensation.
The Promoter shall not be liable for any loss or damage whatsoever which is suffered (including but not limited to indirect or consequential loss) or for any personal injury suffered or sustained in connection with the prize except for any liability which cannot be excluded by law.
As a condition of accepting the prize, the winner (and his/her companion – where applicable) must sign any legal documentation as and in the form required by the Promoter and/or prize suppliers in their absolute discretion, including but not limited to a legal release and indemnity form.
Prizes are not redeemable for cash. The Promoter accepts no responsibility for any variation in the value of the prize (or part thereof). Standard Australia-wide delivery is part of the total of the $5000 voucher.
The Promoter, their associated agencies and companies associated with this competition take no responsibility for prize damage or lost in transit and the Promoter will not be responsible for any delay in delivery, damage to or loss in transit of the prize.
18a. Each entrant's personal information ("PI") is collected to enable the Promoter to administer and promote this Competition and the winner. The PI of winners may be provided to third parties who are assisting the Promoter, including prize suppliers, deliverers and authorities that regulate competitions. Entrants who fail to provide all requested PI, may be determined by the Promoter, at its sole discretion to be ineligible to win a prize. Errors and omissions may be accepted at the Promoter's discretion. Failure by the Promoter to enforce any of its rights at any stage does not constitute a waiver of those rights.
18b. The collection, use and disclosure of personal information provided in connection with this promotion is further governed by the Privacy Policy found on the The Rug Collection website.
The Promoter assumes no responsibility for any error, omission, interruption, corruption, deletion, defect, delay in operation or transmission, communications line failure, theft or destruction or unauthorised access to, or alteration of, entries. The Promoter is not responsible for any problems or technical malfunction of any telephone network or lines, computer networks and systems, servers, or providers, computer equipment, software, failure of any e-mail or entry to be received by the Promoter on account of technical problems or traffic congestion on the Internet or at any web site, or any combination of them, including any injury or damage to any entrant's or any other person's computer related to or resulting from participation or downloading any materials in this Competition.
The Promoter reserves the right in its sole discretion to disqualify any individual who the Promoter has reason to believe has breached any of these conditions or engaged in any unlawful or other improper misconduct calculated to jeopardize the fair and proper conduct of the competition. The Promoters legal rights to recover damages or other compensation from such an offender are reserved.
If for any reason the competition is not capable of running as planned, including due to infection by computer virus, bugs, tampering, unauthorised intervention, fraud, technical failures or any other causes beyond the control of the Promoter, which corrupt or affect the administration security, fairness or integrity or proper conduct of this competition, the Promoter reserves the right in its sole discretion to disqualify any individual who tampers with the entry process or to cancel, terminate, modify or suspend the competition.
In the case of the intervention of any outside agent or event which naturally changes the result or prevents or hinders its determination, including but not limited to vandalism, power failures, tempests, natural disasters, acts of God, civil unrest, strikes; the Promoter may in its absolute discretion cancel the event and recommence it from the start on the same conditions at a later date.
Please allow up to 7 days for delivery of prizes from the draw date. Prizes will be sent to delivery address provided by the winners. The Promoter and prize suppliers will take no responsibility for prizes lost or damaged in transit.
Depending on your needs, we offer VIP delivery service options Australia-wide. Please contact your Account Manager or Head Office on (03) 8555 3484 for more information.
For all international delivery enquiries, please contact us.
Prices are subject to change without notification.
THE RUG COLLECTION Returns Policy is designed to:
Assist you to make your return.
Support you in accordance with the rights and remedies you have as a consumer under the Australian Consumer Law (ACL).
Make your shopping experience with us pleasurable.
Faulty or incorrect item will be determined by The Rug Collection. In this instance, courier costs will be incurred by The Rug Collection.
Returned goods must be in their original packaging and we encourage you to return via registered or traceable courier services as all returned goods remain the responsibility of the purchaser until received by The Rug Collection.
ONLINE RETURNS POLICY CONDITIONS
No returns for change of mind or items on sale, therefore, please choose carefully. If your item is deemed as damaged or faulty, you can exchange or receive a refund.
Faulty or Damaged Goods to be returned within 7 days from the date of delivery.
Where an item is found to be faulty on delivery please notify us within the first 7 days.
If a defect or fault is found within 7 days we will provide a full refund and pay to have the item returned shipped to us.
Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.
Online Returns accepted provided that:
ONLINE EXCHANGES
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).
ONLINE REFUNDS
Proof of purchase (Online Order Confirmation or Invoice) and the Returns Form are received with the returning item.
Photos of the faulty items have been sent to sales@therugcollection.com.au
The item is in its original, new and unused condition with all parts, packaging, boxes, accessories and tags attached. The customer’s responsible for ensuring that returned items are returned safely. The Rug Collection takes no responsibility for goods lost in transit.
For a faulty or damaged item, the returning item has been received by the Online Returns Department within 7 days from the date of delivery with a copy of the returns form appropriately filled out. If there is no delivery receipt, the delivery date will be assumed to be 3 business days from the date of dispatch.
The Rug Collection will only accept the return of Goods that have been supplied correctly.
No change of mind or exchange on an item purchased from the "sale" or "clearance" categories.
Once the returning item is received by us a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect by The Rug Collection) within 7 working days.
If the alternative size or colour is no longer available, a refund or online credit voucher will be provided to you via email, provided all the Returns Policy Conditions are met.
In order to facilitate a return under these Terms and Conditions, email sales@therugcollection.com.au The customer must comply with directions from The Rug Collection team member to facilitate a return.
ONLINE RETURNS DEPARTMENT
If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).
Orders cancelled after the goods have been dispatched but before delivery will attract a cancellation fee equal to 30% of the sale price.
Once the returns department receives the item a refund will be provided by credit to your original method of payment.
Other than in accordance with The Rug Collection 7 Day returns policy, The Rug Collection does not provide refunds.
Request a returns form or ask a question:
Customer Support
sales@therugcollection.com.au
Phone: (03) 8555 3584
OUR GUARANTEE
We are here to help and understand purchasing a rug or furniture item is an important decision and lifestyle investment. If you have any questions please do not hesitate to get in touch with us at sales@therugcollection.com.au and we will respond within 24 hours or the next business day.
Our rugs are handmade and therefore unable to have an unconditional warranty. The Rug Collection will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions. The Rug Collection reserves the right to fix any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void this warranty. This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years.
A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations / characteristics of our wool rugs. If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the rug was purchased and a photo of the rug with a close-up image of the defect.
The Rug Collection warrants its furniture collection for one year from date of sale against manufacturing faults, which are determined at the Rug Collection’s discretion. We do not offer exchanges or refunds. Only faulty or damaged goods can be returned, subject to The Rug Collection’s authorisation.
If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the item was purchased and a photo of the item with a close-up image of the defect.
Most of our products are handmade. Small irregularities in shapes, surfaces and finishes are characteristics of this craftsmanship and are not considered a defect. The products may vary in colour from the photography on our website and catalogues. Specifications in size and finish may vary slightly from those shown or stated. The Rug Collection’s Rug Care and Maintenance are recommendations only – we do not take any responsibility for what may happen to a rug once cleaning of any sort is undertaken.
We are here to help. If you have a question, please do not hesitate to get in touch with our friendly team and we will respond promptly within 24 hours.
Contact your dedicated Account Manager or
our Customer Care Team at Head Office:
Phone: (03) 8555 3584
or contact us.