Refund policy
Returns
Our policy lasts 5 days. If 5 days have gone by since delivery of goods, unfortunately we can’t offer you a refund or exchange.
Please note that our warehouse is from NSW any shipment to NT or WA may have longer transit time of up to 10-15 working days (usual is 5 working days) from despatch.
Goods are considered not received when not received from 30 days of despatch
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 5 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@directonlinerugs.com.au.
Exchanges
We replace items if they are defective or damaged in transit, please inspect the package after receiving from courier and note on the courier received slip that package is damaged and take a photo to document. Please inspect the rugs as soon as possible for any damage upon receipt. If you need to exchange your rugs to another style please send us an email at sales@directonlinerugs.com.au and we will organise this for you. It will be your responsibility to pay for the freight to return the goods if its a change of mind and an administration and handling fee of $100. We will shoulder the cost of freight for items that are damaged due to a fault from our end and will only replace it with the same product that you order.
Depending on the size of your rugs, a minimum of $150.00 restocking fee + return freight cost applies for change of mind exchange and returns ,please choose your rugs carefully before proceeding to your order.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To provide a competitive shipping rates your order is committed to a freight services as soon as you place your order, with this a $125.00 Net will be charged to you should you wish to change the shipping details after the order is placed. Please make sure that you have the correct shipping details before placing your order.
To return your product,please e-mail us and we will organise this for you
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please click here for more condition of sale details for Patrenza Pty Ltd