Refund policy

Returns & Refunds Policy

This policy applies to purchases made on this online store (maynerugsandflooring.com.au). Purchases made in a Mayne Rugs & Flooring showroom are covered by the showroom's own returns policy and must be returned to the showroom you bought from – please ask our team in store if you have any questions.

Nothing in this policy limits your rights under the Australian Consumer Law. If a product is faulty, not as described or does not do what it should, you are entitled to a repair, replacement or refund, and we will arrange the return at our cost.

Change-of-mind returns (rugs and accessories)

• You have 30 days from delivery to request a return. Requests made after 30 days cannot be accepted.
• The item must be unused, in its original condition and in its original packaging, with a receipt or proof of purchase.
• Email sales@maynerugsandflooring.com.au with your order number first. We will issue a return authorisation number and the return address – please do not send anything back without it, and do not send items to the manufacturer.
• Return shipping is at your cost and original shipping charges are not refundable. We recommend a trackable service, as we cannot refund items that do not reach us.
• No administration or restocking fee applies to change-of-mind rug returns. Your refund is the price you paid for the item, less any original shipping charge.

Items that cannot be returned for change of mind

• Flooring, carpet, blinds, curtains and any product that is cut, made or ordered to your measurements, including customised runners. These orders cannot be returned or exchanged for change of mind. If a flooring, carpet, blind or curtain order is cancelled or reduced after it has been accepted, a 30% restocking fee plus any administration and handling costs we have incurred will be deducted from the refund.
• Sale and clearance items.
• Gift cards.
• Any item that has been used, laid, washed or is not in its original condition.

These items are still fully covered by the Australian Consumer Law guarantees if they are faulty or not as described.

Damaged or faulty items

Please inspect your order on delivery. If the packaging or product is damaged, note it on the courier's delivery record and email us photos within 48 hours. We will arrange a replacement, repair or refund and handle the courier claim for you. Please keep the packaging until the claim is resolved.

Refunds

Once your return arrives and has been inspected we will email you to confirm whether the refund is approved. Approved refunds are paid to your original payment method, usually within 5–10 business days of approval. If you have not received a refund after 10 business days, check with your bank or card provider first, then contact us at sales@maynerugsandflooring.com.au.

Exchanges

We replace items that arrive defective or damaged. If you would like a different size or colour, place a new order and return the original under the change-of-mind terms above.

Contact

Mayne Rugs & Flooring – sales@maynerugsandflooring.com.au
Castle Hill (02) 9894 8805 · Liverpool (02) 9602 7228