DELIVERY & RETURNS
We provide Australia wide delivery of our custom rugs. Delivery fees are based on the weight and the location of our customers. We always provide an estimate of our delivery costs before sending an invoice.
Return & Exchange Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please note that if there are any quality issues with your delivery, these must be addressed within 24 hours of the delivery date. Please email our Customer Care team at firstname.lastname@example.org. Damage caused to rugs during the delivery process is extremely rare.
Any damaged goods must be returned in the original wrapping or wrapping that is the equivalent high quality wrapping that has been used. If goods are damaged during transit, you are certainly entitled to an exchange or full refund. NO refund will be given if we are not alerted through email within 24 hours of delivery.
Natural Floors will coordinate the collection of the rugs at a time that suites you.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.