Cancellation Policy

Last updated: 10 October 2026

1. Overview

This policy applies to every order placed on saffronrugco.com and explains when and how you can cancel. It works alongside our Return & Refund Policy for orders that have already shipped. All cancellations are subject to the Australian Consumer Law (ACL).

2. Cancellation window

You can cancel your order within 12 hours of your order confirmation, as long as it hasn't been dispatched. After 12 hours, or once the order has shipped, it can't be cancelled but can be returned under our Return & Refund Policy. All times are Sydney time (AEST/AEDT).

3. How to cancel an order

  1. Check eligibility: your order was placed less than 12 hours ago and hasn't been dispatched.
  2. Contact us straight away: email hello@saffronrugco.com or call +61 493 530 342 with your order number, full name and contact details. Please use the subject line "Order Cancellation Request – [Order Number]".
  3. Verification: we check that the order is eligible. For some orders we may ask for a copy of your order confirmation to protect against fraud.
  4. Confirmation: if eligible, we email you a confirmation showing the order number, cancelled items and refund amount.
  5. Refund: your refund goes to your original payment method within 5 business days (Monday–Friday), and we email you when it's done.
  6. If the order can't be cancelled: you can return it after delivery under our Return & Refund Policy.

4. Cancellation before dispatch

Orders that haven't shipped are cancelled in full and refunded to your original payment method within 5 business days. You'll receive a confirmation email.

5. Cancellation after dispatch

Orders that have been dispatched or are in transit can't be cancelled. You can return the rug after delivery under our Return & Refund Policy.

6. Refunds

Refunds are made to your original payment method within 5 business days of the cancellation being approved. Partial cancellations are refunded for the cancelled items only.

7. Partial cancellations

For orders with several items that haven't been dispatched, you can cancel some items only. Any discount is adjusted proportionally.

8. Your responsibilities

  • Contact us within 12 hours of ordering.
  • Provide your order number and contact details.
  • Check your emails for our confirmation.
  • Help us with any verification needed.

9. Our responsibilities

  • Review cancellation requests promptly.
  • Process refunds within 5 business days.
  • Tell you by email whether your request is approved.
  • Keep you informed throughout.

10. Communication

We reply to every cancellation request within one business day. Please keep the confirmation email for your records.

11. Exceptions

  • Dispatched orders can't be cancelled.
  • Custom-size rugs may have additional conditions, which we confirm with you before ordering.
  • Fraudulent cancellation requests may be refused.

12. Dispute resolution

Please send any dispute to hello@saffronrugco.com. We aim to resolve it within 10 business days (Monday–Friday). If it isn't resolved, you can contact your bank or payment provider.

13. Contact and business information

  • Registered Business Name: Saffron Rug Co.
  • ABN: 63 385 406 700
  • Registered Address: 12 Weigand Avenue, Bankstown NSW 2200, Australia
  • Email: hello@saffronrugco.com
  • Phone: +61 493 530 342
  • Business Hours: 10 AM–6 PM (Monday–Friday), Sydney time (AEST/AEDT)

14. Policy updates

We may update this policy at any time. Changes apply to orders placed after they are published.