Returns and Refunds Policy

Returns & Refunds

Offering a smooth and hassle-free experience to our customers is our top priority. We want you to be excited about your purchase. If for some reason you are not completely satisfied with your purchase(s), we are happy to help.

Just placed an order and now I want to change / cancel

Once your order is placed, it’s instantly sent to our dispatch team to begin packaging and getting it shipped to you as soon as possible. This leaves a fairly short window in which we can cancel or remove items or make any change to your order.

If you need to cancel an order, change the shipping address or remove items from your order please contact the us as soon as possible. We cannot guarantee it will be possible, but the sooner you contact us, more chances that we might be able to make required changes.

Orders marked SHIPPED/ COMPLETED cannot be changed and must be returned for refund/exchange upon receipt if unwanted. In this case, below listed terms and conditions will apply.

What if I changed my mind upon receipt and wish to return/exchange?

We offer a 48 hours no-questions-asked return policy, i.e., you must place a return request within 2 calendar days of receiving your order, so long as the returned products are unused, unwashed, and have all their original packaging and tags intact. Please note change of mind refunds or exchanges attract 15% restocking fee plus $29.99 non-refundable shipping fee (amount paid to deliver product to you). In addition to this cost, the customer (You) is also responsible for the return shipping. As a courtesy, we are happy to assist you with the return shipping by providing quotes from several third-party couriers (if available).

What if I have received a incorrect or wrong product?

In the highly unlikely event that you have received an incorrect rug, please notify us with 48 hours of delivery. We will organise a pick up and replacement without incurring additional costs to you.

What if I have received a damaged product?

We are committed to ensuring that your products reach you safely and securely. However, in the rare event that you have received a damaged product, please contact us at sales@chicrugs.com.au within 24 hours of receiving your order. Please ensure to provide detailed description of the damage and images. Once we receive your request, we will be able to determine the best solution which includes but not limited to below:

  • Offer you full refund
  • Send you replacement without any additional cost to you
  • We will organise a pick up and return of damaged product at our cost if your request is approved.

What if received product has manufacturing fault ?

If product delivered is deemed to have a manufacturing fault, we will arrange pickup and replace the product at no additional cost to you . You will required to provide detailed description and images of the fault. Please note, we will deem products a manufacturing fault at our sole discretion. Claims of this nature must be made within 5 calendar days of the receiving the goods.

What if I want to cancel my order still in transit ?

If you haven’t had the email confirming that we’ve shipped your product, you can get in touch with us and we can cancel your order straight away. If your rug has already been dispatched, it will be considered as “CHANGE OF MIND” and Change of Mind policy’s terms will apply.

How long will it take to process my return?

It usually takes 2-5 working days for a refund. In case of replacement product, order are dispatched within 3-5 business days of approving return request.

Conditions:

Below are a few exceptions to our return/refund policy wherein we will not be able to process a return and refund your money:

  • Minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws
  • Any returned item that is received in damaged condition, or is not in its original condition.
  • Any item where the return request is initiated later than specified time after delivery.
  • Wrong or incomplete delivery address provided in the order
  • Wrong color / size is chosen and order has been already dispatched

 

What is the process to return a product?

  • Submit a return request to initiate the return process
  • Or, send us an email at sales@chicrugs.com.au. Please include detailed description of your request and images (if applicable)