Refund Policy (Online Purchases)

Before You Order — Please Choose Carefully

Please select your product carefully before placing an order online. Product photos are a representation only the actual colour, shade, and texture of the item you receive may vary from what you see on screen. This is due to factors outside our control, including your device's screen colour settings, resolution, brightness, and the lighting conditions in the room where you view the item once delivered.

Because of this natural variance, a product not matching the online image exactly (in colour or appearance) is not, on its own, treated as a fault or an item "not as described." Full refunds are not available on this basis alone, and where a return is approved for change-of-mind or similar reasons, return shipping costs will be deducted from the refund amount, as set out below. This does not affect your ACL rights if the item is genuinely faulty, unsafe, or materially different from its description in ways unrelated to normal screen/lighting variance.

Quality Rugs & Furniture offers a 14-day change-of-mind return policy on items purchased online, in addition to any rights you have under the ACL. After 14 days, change-of-mind returns are no longer available (statutory rights for faulty goods continue to apply beyond this period as required by law).

We operate a strict quality assurance process to ensure goods are in perfect condition when shipped. For change-of-mind returns, the item must be unused, in its original condition, and in its original packaging.

For all returns we require your original receipt, which is emailed to you at the time of purchase.

Where the return is due to our error (wrong size, wrong address, wrong item, duplicate shipment, order cancelled prior to ship date, or similar), we will arrange a call tag or other means of return at no cost to you. Credit for the item and original freight will be issued once the item is received back at our warehouse.

Partial refunds only will apply where:

The item is not in its original condition (for change-of-mind returns); or
The item is damaged or has missing parts, not caused by our error.

This does not limit your right to a full remedy under the ACL where the goods themselves are faulty.

Returning Your Item

Products should be mailed to our warehouse in Melbourne. For change-of-mind returns, you are responsible for your own return shipping costs. Return shipping costs are non-refundable and, where a refund is approved, the cost of return shipping will be deducted from the refund amount.

Delivery times for exchanged items may vary depending on your location.

For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items sent without tracking.

Refunds (If Applicable)

Once your item is received at our warehouse, we will inspect it within 1–2 business days and notify you by email whether your return has been approved. If approved, the refund will be issued to your original payment method within 2 business days.

Late or Missing Refunds

Please check your bank account first. If the refund has not appeared, contact your card provider, as processing can take several business days on their end. If you still haven't received your refund after 5 business days, contact info@qualityrugsandfurniture.com.au and we will follow up directly.

Sale Items

Sale items purchased for change-of-mind reasons are not eligible for refund under our standard policy — please ensure you're confident in your choice before purchasing sale items. This does not affect your right to a repair, replacement, or refund under the ACL if a sale item is faulty, unsafe, or not fit for its intended purpose.

Exchanges

We replace items only where they are defective or damaged. To request an exchange for the same item, email info@qualityrugsandfurniture.com.au.

In-Store Purchases

Items purchased in-store at a Quality Rugs & Furniture location are not eligible for the online refund process above. In-store purchases are subject to a 3-day exchange window for items that are damaged, do not match the original order, differ in colour, or are incorrect in size, provided the item is unused and returned in its original condition. Exchange arrangements can be discussed at the time of purchase. As above, this does not limit your rights under the ACL for faulty or misrepresented goods.

Gifts

If an item was marked as a gift at purchase and shipped directly to you, you'll receive a gift credit for the value of the approved return. The gift certificate will be mailed once we receive the returned item.

If the item wasn't marked as a gift, or the gift-giver had it shipped to themselves first, the refund will be issued to the original purchaser.

Payment Method

We accept payments via PayPal and Shopify. All transactions are processed using SHA-256 SSL encryption. Your payment information is held securely by the payment provider and is not accessible to Quality Rugs & Furniture.

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This policy operates alongside, and does not limit, your rights under the Australian Consumer Law (ACL). Nothing in this document excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Competition and Consumer Act 2010 (Cth), including your right to a repair, replacement, or refund where goods are faulty, unsafe, not fit for purpose, or significantly different from their description.