Refund policy

At Rug Queen, returns are only accepted if the rug arrives damaged or faulty.

We allow 30 days from the date you receive your order to report a damaged or faulty item and request a return.

To be eligible, the rug must be in its original condition and packaging, and you will need to provide proof of purchase along with photos showing the damage or fault.

To request a return, please contact sales@rugqueen.com.au within 30 days of delivery. Please include your order number, a description of the issue, and clear images of the damaged item.

If your return is approved, we will provide instructions on how the item should be handled or returned. Items sent back without approval first will not be accepted.

We do not accept returns for change of mind, incorrect selection, or general preference. We also do not offer exchanges for other items.

If a return is approved after inspection, any refund will be processed back to your original payment method. Please allow up to 7 business days for the refund to be processed after approval.

If you have any questions about a damaged item or return request, contact sales@rugqueen.com.au.