Our Policies

1. ACCESS AND USE OF THE SITE

1.1 You may only access and use this website (“Site”) in accordance with these Terms and Conditions and all applicable laws.

1.2 You must not (and agree not to attempt to):

  • (a) disrupt or interfere with the Site or the servers and networks hosting the Site;

  • (b) use any data extraction tools such as robots, screen scrapers, or data mining software on the Site; or

  • (c) interfere with any security-related features of the Site.

1.3 To place orders or access certain features, you must register an account with Rugs And Furniture Warehouse. When registering:

  • (a) you must provide accurate, current personal details, including your full name, address, and a valid email address;

  • (b) you must be at least 18 years of age and legally capable of entering into binding agreements.

1.4 You are solely responsible for all activity on your account, including orders placed. It is your responsibility to maintain the confidentiality of your login details. Rugs And Furniture Warehouse will not be liable for unauthorised account activity resulting from compromised credentials. Any fraudulent, abusive, or illegal activity may be reported to the relevant authorities.

1.5 You must not use another person’s account without their and our express permission. If you suspect any unauthorised access or that your account is compromised, notify us immediately and take action to secure your account.

1.6 We do not guarantee uninterrupted availability of the Site and are not responsible for any content on external websites linked from our Site.

1.7 You may not link to our Site in a way that:

  • (a) falsely implies an affiliation, endorsement, or approval by Rugs And Furniture Warehouse; or

  • (b) misuses our name or reputation, or is illegal or misleading.

2. INFORMATION ON THIS SITE

2.1 All content on this Site is protected by copyright, trademarks, and other intellectual property laws. These rights are owned or licensed by Rugs And Furniture Warehouse.

2.2 You may not reproduce, distribute, modify, or publish any material from the Site without our prior written consent or unless permitted by law.

2.3 Product information is provided by third-party suppliers and manufacturers. While we strive for accuracy, Rugs And Furniture Warehouse is not responsible for errors resulting from incorrect third-party information, except as required by law (including the Australian Consumer Law).

2.4 Due to photography and screen limitations, the appearance of products (such as colour or texture) on the Site may vary slightly from the actual items delivered.

3. ORDERING AND CONTRACT FORMATION

3.1 To make a purchase, follow the instructions provided on the Site to select and submit your order.

3.2 The total price, including GST and any other applicable charges, will be displayed before checkout. All prices are listed in Australian Dollars unless stated otherwise.

3.3 Full payment is required at the time of ordering using one of the available payment methods. You must be authorised to use the chosen payment method and ensure sufficient funds are available.

3.4 If you notice an error after submitting your order, please contact our Customer Service team promptly. We will do our best to assist, but cannot guarantee changes can be made.

3.5 A contract is only formed once you receive a shipment confirmation from us. Rugs And Furniture Warehouse reserves the right to refuse an order at its discretion, including (but not limited to):

  • (a) stock unavailability, in which case an alternative may be offered;

  • (b) orders from bloggers, stylists, or influencers must go through our PR team (contact: [email protected]);

  • (c) suspected reselling of our products.

3.6 If your order is cancelled before acceptance, we will refund any payment received via your original payment method.

4. DELIVERY

4.1 We aim to deliver your items to your nominated address within the timeframe indicated at checkout, but delivery dates are not guaranteed.

4.2 We will notify you of any expected delays, but are not liable for late deliveries beyond our control.

4.3 If you provide “authority to leave” during checkout, you agree that we and our delivery partners can leave the item unattended at the specified location, and liability transfers to you upon delivery.

4.4 You must be available to accept delivery or follow re-delivery instructions provided. If delivery is unsuccessful due to inaccessibility or refusal:

  • (a) we may charge reasonable storage and re-delivery fees;

  • (b) or cancel the order and refund the payment less administrative and logistical costs.

4.5 Some delivery locations may be unavailable. If applicable, we will contact you to cancel the order or offer alternative arrangements.

4.6 Risk passes to you upon delivery. In the event of delay, risk transfers at the time delivery would have otherwise occurred.

4.7 Please take care when opening packages, particularly when using sharp tools.

5. ORDER CANCELLATION

5.1 We may cancel an order if the product is unavailable and will refund your payment using your original payment method.

5.2 If you wish to cancel your order, please contact our Customer Service team via the “Contact Us” page. No cancellation fee will apply. However, once the order has been processed, cancellation is not possible, and our Returns Policy will apply instead.

6. NEW ZEALAND CUSTOMS, GST & DUTIES

Customers in New Zealand will be charged in Australian dollars. The final amount may vary based on your card provider’s exchange rate.

Please note that orders exceeding NZ$200 may incur New Zealand GST, customs charges, or duties upon arrival. These charges are the responsibility of the recipient and must be paid directly to New Zealand Customs or its agents. Rugs And Furniture Warehouse will not reimburse these costs. For more information, visit:

http://www.customs.govt.nz/features/internetshopping/Pages/default.aspx

7. Faulty Product Returns

7.1 We strive to deliver high-quality products. If your item arrives faulty or defective, please contact us via the Contact Us form as soon as possible. We may request images of the fault for initial assessment and to help guide you through the return process quickly.

7.2 If the product is confirmed to be faulty, we will either replace it or issue a refund to your original payment method—based on your preference. If the product is deemed fault-free or outside warranty, we will return it to you.

7.3 A product will not be considered defective if, in our reasonable view, the issue is due to normal wear and tear, misuse, improper use contrary to the manufacturer's instructions, or failure to take reasonable care.

8. Change of Mind Returns

8.1 You may return products if you change your mind, provided that:

  • The return is made within 35 days of purchase;

  • Items are unworn, unused, and have original tags attached;

  • Items are in their original condition and packaging (branded dust bags/shoe boxes included; clear plastic is not required).

Please note that for hygiene reasons, sealed products can only be returned if the seal is unbroken. Occasionally, some products may not be eligible for return; exclusions will be clearly noted on the product page.

8.1.1 If you're not satisfied with your online purchase, we are happy to offer an exchange or store credit, provided the item is returned undamaged and in its original condition within 35 days. If you notify us and return the item within 48 hours of delivery, we can also offer a refund minus a 20% restocking fee. All change-of-mind returns must be freighted back to our warehouse—store returns are not accepted. Order cancellations post-picking are treated as change of mind and are subject to freight and restocking costs.

Insurance is optional and must be arranged by you before purchasing.

In the case of faulty or misdescribed goods, you can choose a refund, exchange, or credit.

All returned items must be in original condition—unused, unwashed, unmarked, and suitably packaged.

8.3 Once your return is received and assessed:

  • We can refund the original price paid;

  • Or offer a store credit worth 110% of the original amount (if you used store credit or gift cards, only the equivalent amount can be reinstated, plus 110% on any cash/card portion);

  • Or exchange the item for another size.

8.4 We cannot refund any original delivery fees. If the return does not meet the conditions in clause 8.1, the product will be shipped back to you.

8.5 This policy does not affect your rights under clause 6 or the Australian Consumer Law.

9. Store Credit Use

9.4

  • Store credits apply to the email used for the original order and cannot be transferred.

  • Store credit is valid for 12 months and does not earn interest.

  • Store credit cannot be exchanged for cash. If you return a purchase made with store credit, the amount will be reissued to your account.

10. Disclaimer and Liability

10.1 This clause overrides all others, outlining our total liability and your exclusive remedies related to:

  • The performance (or lack thereof) of our site or services;

  • Anything related to these Terms.

10.2 Nothing in these Terms limits your legal rights or our liability for:

  • Fraud;

  • Death or injury caused by negligence;

  • Legal obligations we cannot exclude under law.

10.3 We are only obligated to exercise reasonable care and skill in performing our duties.

10.4 Subject to clause 10.3:

  • We disclaim all warranties regarding the accuracy or legality of Site information;

  • We are not responsible for delays or failures in transmission;

  • Always do your own research before purchasing—do not solely rely on Site content;

  • You are responsible for ensuring the product meets your needs;

  • We disclaim liability beyond what is outlined here;

  • We are not liable for lost profits or indirect damages;

  • Our liability is capped at the cost of product replacement, repair, or resupply.

11. Indemnity

You agree to indemnify us and our affiliates against any third-party claims or legal costs arising from your breach of these Terms or any applicable laws.

12. Privacy Policy

(Refer to the separate Privacy Policy document for full details.)

13. Mediation and Dispute Resolution

In case of a dispute, both parties agree to attempt to resolve it in good faith. Unresolved matters will be referred to mediation under the Institute of Arbitrators & Mediators Australia Rules.

14. General Terms

14.1 These Terms are the complete agreement between us, overriding prior discussions or agreements. Products and services are subject to our current policies.

14.2 You cannot assign your rights under these Terms; we may assign ours.

14.3 We are not liable for delays or failures caused by events beyond our control (e.g., natural disasters, strikes, system failures).

14.4 A waiver of any breach does not waive future breaches.

14.5 All notices must be in writing and sent via email to the address provided.

14.6 These Terms benefit not only us but also our affiliates and licensors.

14.7 Clauses intended to survive termination of these Terms will continue to apply.

14.8 If any clause is deemed invalid, the remaining clauses remain effective.

14.9 These Terms are governed by the laws of New South Wales, Australia.

14.10 We may update these Terms at any time. Continued use of the Site implies acceptance of changes.

15. Definitions and Interpretation

15.1 Definitions

  • Account: Your Site login profile

  • Breach of Duty: Failing to take reasonable care under contract or law

  • Business Day: A day that is not a weekend or NSW public holiday

  • Company: Rug Warehouse and associated entities

  • Confirmation of Order: The email confirming we’ve accepted your order

  • Contract: The agreement to supply you with products

  • Delivery Fee: Charges for sending products to you

  • Liability: Responsibility under contract, law, or otherwise

  • Order: Your request to purchase from us via the Site

15.2 Interpretation

  • Headings are for reference only.

  • Singular includes plural; all genders and legal entities are covered.

  • “Including” means “without limitation.”

Terms & Conditions

Welcome to the Sydney Rug Warehouse website. By accessing or using our website, you agree to comply with and be bound by the following terms and conditions. Please read them carefully, as they form the basis of your agreement with us when making a purchase.

Website Use

By continuing to use this site, you acknowledge that you have read, understood, and accepted these Terms & Conditions.

While we strive to ensure the information on this website is accurate and up-to-date, Sydney Rug Warehouse does not guarantee the completeness, reliability, or accuracy of any content. Use of the site and reliance on its content is at your own risk.

We reserve the right to modify, update, or remove any content on this site, including these terms, without prior notice.

All transactions and legal matters related to this website are governed by the laws of Queensland, Australia.

Product Descriptions and Imagery

We make every effort to present our products as accurately as possible, including the use of high-quality images. However, colours may vary slightly due to different screen displays. Always refer to the written product description before purchasing.

Copyright Notice

All content on this website—including text, graphics, logos, and images—is the property of Sydney Rug Warehouse or its content suppliers and is protected under Australian and international copyright laws. You may not reproduce, distribute, or reuse any content without our written permission.

Pricing Policy

  • All prices are listed in Australian Dollars (AUD) and exclude GST, freight, and handling.

  • Prices are subject to change at any time without notice.

  • Website prices may differ from in-store pricing due to exclusive online promotions.

  • If a price is updated on the website prior to order placement, Sydney Rug Warehouse reserves the right not to honour the outdated price.

  • All pricing is current only at the time displayed and may change without prior notice.

Returns & Credit Notes

We want you to be satisfied with your purchase. If you wish to return a product:

  • Returns are accepted within 35 days of delivery, provided items are unused, in original packaging, and accompanied by proof of purchase.

  • We do not offer refunds for change of mind. A credit note will be issued instead.

  • Return shipping costs are the responsibility of the customer.

Credit Notes:

  • Valid for 36 months from issue date.

  • Must be used in full during a single online transaction.

  • Not redeemable in-store.

  • No change will be given if the purchase total is less than the credit value.

Non-Returnable Items:

  • Special order or custom-made items.

  • Items returned in used, washed, damaged, or soiled condition.

  • Sale items (unless faulty).

Faulty Goods:

  • Contact us within 48 hours of delivery by email.

  • We may assess the product before offering a repair, replacement, or refund.

  • If the fault is manufacturing-related, return shipping will be reimbursed.

  • If not, all costs are the customer’s responsibility.

Shipping Returns:

  • Send returns via registered or express post.

  • We are not responsible for lost or damaged return items during transit.

Shipping & Delivery

  • Shipping costs are calculated at checkout based on size, weight, and destination.

  • Orders typically dispatch within 72 hours, subject to availability.

  • Estimated delivery is 3–5 business days after dispatch, depending on location.

  • We use independent couriers and cannot guarantee specific delivery times.

  • We do not deliver to PO boxes or make pre-delivery calls.

  • Flat rate shipping applies only within Australia.

Delivery Issues:

  • Inspect your order immediately upon delivery.

  • Report damaged or missing items within 48 hours via email.

  • Risk and title transfer to the buyer once the order is picked up by the courier.

Customer Service

Product Availability:

  • All products are offered subject to stock availability.

  • If an item is out of stock, you’ll be notified within 72 hours.

  • Refunds are issued if unavailable items cannot be sourced within a reasonable timeframe.

  • Discontinued and clearance items cannot be reordered.

Furniture Orders:

  • Furniture is ordered on request and may take up to 12 weeks for delivery.

  • Cancellations made more than 72 hours after purchase will incur a 50% cancellation fee.

Incorrect Orders:

  • If you receive the wrong product, contact us within 48 hours.

  • The correct item will be sent once the incorrect one is returned.

  • Freight costs will be covered by Rug Warehouse in such cases.

Product Use:

  • Products must only be used as intended.

  • Any modification voids warranties and waives our responsibility for damage or misuse.

Order Cancellations

  • Orders can only be cancelled via email or in writing.

  • Once an order has shipped, it cannot be cancelled.

Payment Methods

  • We accept Visa and MasterCard only.

  • Transactions are secured with 1024-bit SSL encryption.

  • Credit card details are not stored on our site and are processed securely via PayPal.