Refund Policy
Quality Rugs & Furniture offers a 14-day return policy on items purchased online. This section covers change-of-mind returns — see "Your Rights Under Australian Consumer Law" below for faulty, damaged, incorrect, or not-as-described items, which are not limited to 14 days or excluded for sale items.
Online orders — change of mind
You have 14 days from delivery to return an online order if you've simply changed your mind. To be eligible, the item must be unused, in its original packaging, and accompanied by your original receipt (emailed to you at purchase). After 14 days, we're unable to offer a change-of-mind refund or exchange.
Sale items are excluded from change-of-mind returns — please make sure you're happy with your choice before purchasing a sale item. This exclusion does not affect your rights under the Australian Consumer Law (see below).
You're responsible for return shipping costs on a change-of-mind return, and shipping costs already paid are non-refundable. If you're returning an item worth over $75, we recommend a trackable shipping service or shipping insurance, as we can't guarantee we'll receive a returned item that's lost in transit.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged on arrival, significantly different from its description, or the wrong item was sent, you're entitled to a repair, replacement, or refund — regardless of whether it was purchased on sale, and regardless of the 14-day change-of-mind window. In these cases, we'll cover the cost of return shipping and arrange collection or provide a reply-paid label.
If a return is needed because of a Quality Rugs & Furniture error (wrong size, wrong address, wrong item, duplicate shipment, or an order cancelled prior to shipping), we'll arrange collection at our cost and issue full credit for the item and freight once it's received.
Partial refunds
A partial refund may apply if an item is not in its original condition, or has damage or missing parts not caused by a Quality Rugs & Furniture error.
Processing refunds
Once your return arrives at our warehouse, we take 1-2 business days to inspect it. We'll then email you to confirm whether it's approved. Approved refunds are returned to your original payment method within 2 business days. If you haven't received a refund within 5 business days of approval, please check with your bank or card provider first, then contact us at info@qualityrugsandfurniture.com.au.
Exchanges
We replace items if they are defective or damaged. To arrange an exchange for the same item, email us at info@qualityrugsandfurniture.com.au.
In-store purchases (Dandenong South and Hoppers Crossing)
Change-of-mind refunds are not available for in-store purchases. In-store purchases are eligible for a 3-day exchange, which can be discussed with our team at the time of purchase. Your rights under the Australian Consumer Law for faulty, damaged, or incorrect items apply to in-store purchases as well.
Gifts
If an item was marked as a gift and shipped directly to you, you'll receive a gift credit once your return is received. If it wasn't marked as a gift, or the gift-giver had it shipped to themselves, the refund goes to the original purchaser.
Payment methods
We accept PayPal, Visa, Mastercard, Apple Pay, Afterpay, and Zip Pay online, and in-store lay-by (25% deposit). All online payments are processed with SHA-256 SSL encryption; we do not have access to your card or account details, which are held securely by our payment providers.
