Refund policy
Refund/Return Policy
We currently do not offer refunds on any purchases made. However, we offer exchanges within 7 days of receiving your rug, subject to the following conditions:
- The item must be unused
- The item must be in original condition
- The item must be returned in original, re-sealed packaging
- The item must be free from any damage, marks, or wear
All return shipping costs for exchanges are the responsibility of the customer.
We recommend using a tracked and insured delivery service, as we are not responsible for items until they are received at our warehouse.
Faulty or Damaged Items (ACL)
Under Australian Consumer Law, you are entitled to a replacement or refund if a product:
- Is faulty or defective
- Is not as described
- Is not fit for its intended purpose
If your item meets any of the above conditions, please contact us within 7 days of delivery with:
- A description of the issue
- Clear photos of the fault
If approved, El Magic Rugs will offer:
- A replacement, or
- A full refund (where required under law)
Exchange Process
To request an exchange, please contact us at sales@elmasricarpets.com.au
Processing Time
Please allow up to 5–10 business days for your exchange to be processed after the item has been received.