Refund policy

Change of mind returns

You have 14 days from the date of delivery to request a change of mind return. To be eligible:

• The item must be unused and in its original condition
• All original packaging and tags must be intact
• You must contact us before sending anything back — items returned without prior approval will not be accepted

Return shipping for change of mind returns is at the customer's expense. A restocking fee of 10% of the item price applies to all approved change of mind returns.

Change of mind returns are not accepted for items where the packaging has been opened, or for bulk purchases.

Faulty, damaged or incorrect items

Please inspect your order on arrival. If your item arrives faulty, damaged or incorrect, contact us immediately at support@signaturerugs.com.au with:

• Your order number
• A description of the fault or damage
• Clear photos or video showing the issue and original packaging

Faulty products are covered by a 12-month warranty from the date of delivery. Depending on the nature of the fault, we will arrange a replacement, missing parts, or a refund.

Do not dispose of the item before your claim is finalised — we may need to inspect it.

Delivery delays

If your order has not arrived, please notify us within 10 business days of the dispatch date so we can investigate with our delivery partner.

Refunds

If your return or warranty claim is approved, your refund will be issued to your original payment method. Processing times vary depending on your bank or card provider.

Exchanges

We do not offer direct exchanges. If you would like a different item, return the original (subject to our returns policy above) and place a new order.