Refund policy

RETURNS

CHANGE OF MIND RETURNS

Should you change your mind about a purchase you have made with us, you have the option of returning the Product within 24 hours of purchase/having received it and can opt for a refund. Simply return the item to any of our stores and we will issue a credit note for exchange or EFT Refund as soon as we receive the item back. You will be charged 25% of the invoice amount restocking fee + shipping. Alternatively, you can organise your own shipping of the return product. We will require the Product to be unused and in its original condition and packaging for these returns. We reserve the right to reject any returns that do not meet these requirements.
Once we receive the items, we will fully refund you the amount you paid for the product (minus the shipping fee and restocking fee).
Made to order rugs, custom sized products, or underlays are not eligible for change of mind returns.
Orders of 3 or more items of any size or style, only a single item from the order is eligible for return.
Orders of 2 or more of the same SKU (same style & same size), only a single item of the same SKU is eligible for return.

DAMAGED OR FAULTY RETURNS:

You need to notify Coastal Rugs as soon as possible in the unlikely event that your item arrives damaged or faulty. Please contact us via Contact Us (after which one of our team will contact you). All claims must be reported strictly within 24 hrs of purchase or delivery.
Damaged or faulty items are required to be in unused and in its original condition and packaging.
To assist the return process, you may be required to fill in a return form or to send us images of the damage for preliminary assessment. Please do not attempt to return the items before speaking to one of our team.
If after the preliminary assessment our specialists assess and approve the return, our Customer Care Team will contact you to proceed with the return process. Depending on if it is minor or major defect, Coastal Rugs will arrange a replacement or give you a store credit or rebate of part or all the Product price.
If after the preliminary assessment our team decide that the Product needs to be sent back for further examination to ascertain if there is a defect with the Product, our Customer Care Team will contact you to arrange the return of the Product. You will not be charged for freight or shipping. We will arrange the pickup of the items from you. If the Product is found not to have a defect, you may be required to pay the transport or inspection costs. An estimate of these costs will be provided to you before the Product is collected.
It does not constitute a defect, if in our reasonable opinion, the Product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care, using the Product in any commercial, contract, rental, trade, institutional or other non-residential use.
Our Handmade Natural Fibre Rugs DO NOT come with any warranty. Our handmade rugs are individually handmade and hand woven by fair trade cottage industry weavers/ artists and each piece is unique and different to the other and as such they are subject to the following variations, which are not considered faults or defects:
a) Size: being a handmade article, the size can vary by +/-3% from the size ordered.
b) Colour: Every effort is made to ensure there is minimal colour variation however some variation can be expected.
c) Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Charcoal colour products will fade in natural light/sunlight. Some colour may transfer on light coloured surfaces. Rotate your rug to minimize damage caused by natural light.
d) Design & Construction: Minor variations may be evident, which is due to the fact that the product is a handmade item including line/weave thickness.
e) Shading: Due to changes in pile and weave direction shading may occur and is a natural characteristic of carpets and rugs.
f) Shedding: Our handmade rugs are made from all natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.
g) Pilling can occur due to traffic, moving of furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors.
h) Pop ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through.
i) Fumigation smell. AQIS - the Australian Quarantine and Inspection Service - works to protect Australia’s unique natural environment and economic assets from many pests and diseases found in other parts of the world. Common items of quarantine concern include wooden items; rugs; carpets; skins; feathers; straw; paper; cardboard; etc. Treatments applied for biosecurity purposes are part of measures used in managing the risk of introduction of exotic pests and diseases. There can be a residual smell left after the fumigation treatment which will air itself out within few weeks of opening the packaging if left in a well-ventilated space.
Clearance and discontinued items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.

The buyer pays return shipping unless the product was damaged at the time of delivery, and the product must be returned in the original packaging via a courier company together with a tracking number. We can provide our freight company to pick-up an item from buyers chosen location at buyers own cost (this can be deducted from the refund or credit note amount). Please also allow three to five working days for a refund to be processed as this will allow time for the inspection and re packing of the item returned.

If an order is cancelled whilst in transit with the courier company, we will need the rug returned to us before we process any refund.