Refund policy

Refund & Returns Policy

At Rug Oasis, we want you to love your new rug. We understand that choosing a rug online can sometimes be difficult when you can’t see the colours and textures in person, so we aim to make our returns process as simple and clear as possible.

Please note that colours may vary slightly from what you see online due to differences in screen settings, lighting, and monitors.

As our natural fibre rugs, including wool rugs, are made with beautiful natural materials, they may have unique characteristics such as subtle colour variations, small natural inclusions, or occasional sprouting yarns where the weaving begins and ends. These are not faults, but natural features that highlight the handmade quality and character of each rug.

To be eligible for a return, rugs must be in their original, unused condition. Any rugs used for photoshoots, styling, house displays, or promotional purposes are not eligible for return.


Returns

We offer a 30-day return period, meaning you have 30 days from receiving your order to request a return.

To be eligible for a return:

  • The rug must be returned in its original, unused condition
  • The rug must be returned in its original packaging
  • The customer is responsible for all return postage and collection costs

To request a return or refund, please contact us at sales@rugoasis.com.au.

Once your return has been approved, we will provide the return details and arrange collection. Please note that return shipping is not free, and all return postage or collection costs will be deducted from your refund amount.

Once the rug has been returned to our supplier and inspected, your refund will be processed. The refund amount will be the original order value, less:

  • Return postage/collection costs
  • A 15% restocking fee


Damaged or Faulty Items

Please inspect your order when it arrives. If your rug arrives damaged or there is an issue with your order, please contact us within 48 hours of delivery at sales@rugoasis.com.au.

Please include:

  • Photos showing the issue
  • A brief description of the problem

Our team will review the details and assist you with the next steps.


Exceptions

The following items are not eligible for return or refund:

  • Gift cards
  • End-of-line sale items
  • Rugs used for photoshoots, styling, house displays, or promotional purposes


Refund Processing

Once your return has been received, inspected, and approved, refunds are generally processed within 5–7 business days and will be returned to your original payment method.

Please allow up to 10 business days for the refund to appear in your account.

If you have any questions regarding your return or refund, please contact us at sales@rugoasis.com.au.