Refund policy

We want you to love your rug. If it isn't right, here's how returns work. Last updated: 15 October 2026.

Return window

  • You can start a return within 30 calendar days of delivery, based on courier tracking.
  • Faulty, damaged, defective or incorrect items are accepted after this period, in line with the Australian Consumer Law.
  • Damaged or incorrect items should be reported within 7 days of delivery so we can resolve them quickly.

Condition of returned rugs

We accept change-of-mind returns within 30 days of delivery. To be accepted, the rug must:

  • never have been used, and be in as-new condition;
  • be unwashed, clean and free of marks, odours or pet hair;
  • be returned in its original packaging.

Rugs that have been used, washed or damaged after delivery can't be accepted as change-of-mind returns. Return shipping for change-of-mind returns is paid by the customer.

Exchanges

We don't offer direct exchanges. If you'd like a different size or design, return the original rug for a refund and place a new order. Faulty, damaged or incorrect items are replaced or refunded, as you prefer.

Refunds and fees

  • Approved returns are refunded in full for the price of the rug, with no restocking or administrative fees.
  • Refunds are made to your original payment method within 5 business days (Monday to Friday) of receiving and checking the returned rug.

Return shipping

  • Faulty, damaged, defective or incorrect items: we cover the return shipping.
  • Change-of-mind returns: the customer pays the return shipping.
  • Please use a tracked service and keep your proof of postage.

Return address

Saffron Rug Co., 12 Weigand Avenue, Bankstown NSW 2200, Australia.

This address is not a showroom and is not open to the public. Please contact us before sending a return: returns sent without a Return Authorisation Number (RMA) may be refused.

How to return a rug

  1. Check that you are within 30 days of delivery and that the rug has never been used.
  2. Contact us by email or phone with your order number, the reason for the return and, for a faulty or damaged item, photos or a short video.
  3. Wait for your Return Authorisation Number (RMA). Returns sent without an RMA may be refused.
  4. Write the RMA on the parcel and pack the rug securely in its original packaging.
  5. Send it with a tracked courier to our return address: 12 Weigand Avenue, Bankstown NSW 2200, Australia.
  6. We inspect the rug when it arrives.
  7. Your refund or replacement is processed, and we confirm it by email.

Cancellations

You can cancel your order within 12 hours of purchase, as long as it hasn't been dispatched. Once an order has been dispatched it can't be cancelled, but it can be returned under this policy. See our Cancellation Policy.

Lost parcels and lost returns

  • If your parcel appears to be lost, contact us as soon as possible. We'll open an investigation with the courier and, if the parcel can't be found, send a replacement or a full refund.
  • Returns sent without tracking that are lost in transit can't be refunded.

Abuse prevention

We may refuse fraudulent, repeated or unauthorised returns and may cancel orders that appear fraudulent.

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits those rights.

Policy updates

We may update this policy at any time. Changes apply to purchases made after the update is published.

Contact

  • 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)