At Fantastic Rugs, our policy is crafted to simplify your experience, especially if unexpected issues arise during your purchase. By purchasing from our website, you're agreeing to our terms for returns, exchanges, and cancellations as detailed below:
Starting a Rug Return:
- When you initiate a return, we'll give you an RA (Return Authorization) number. Keep this number safe for a smooth return process.
- We arrange for a trusted courier to pick up the rug. After we receive it back, we issue a credit/refund, minus shipping and a restocking fee.
- Note: We may deduct $49 from your refund to cover return shipping and a 20% restocking fee per item. For higher shipping costs, we'll discuss with you before the return.
- Remember to put the RA number on the package's outside and follow the emailed return instructions.
- Additional costs may apply for returns from NT, Regional, and Remote areas, affecting your total refund.
- Contact us within 30 days of order receipt for return requests.
Order Cancellations:
- We may charge a 10% restocking fee per item for cancellations before dispatch. Post-dispatch cancellations must follow the Change of Mind Return process.
Damaged Rugs or Transit Damages:
- If you notice significant damage on delivery, refuse it and let us know. Choose between a full refund or a replacement shipped immediately.
- If you find damage after accepting the rug, contact us within 5 business days with photos. You can still opt for a refund or replacement.
- For damages during transit, direct any liability to the courier, though we'll assist you. Note that refunds or exchanges are processed after inspection at our warehouse, taking 7-14 business days.
Change of Mind:
- Change your mind? Return the item within 30 days for store credit or a refund, minus return costs.
- You cover return shipping (up to $49 if we arrange it) and a 20% restocking fee.
Return Eligibility:
- Contact us within 30 days of receiving your order.
- Returned products must be unused, in original packaging. Improper packaging or return of used items may incur extra fees.
Note: Rugs must be returned in 'as-new' condition. We're not responsible for damage due to incorrect packaging. Items in clearance/discontinued sections can't be returned for change of mind. Shipping costs above $49 are typically absorbed by us, but we'll discuss with you for higher fees. Non-Slip Underlay is non-refundable.
Wrong Item Delivered:
- If you receive the wrong item, inform us within 14 business days. We'll send the correct item and handle the return of the wrong one at no cost to you.
Helpful Images:
- Providing images can expedite the returns process.
