Money Back Guarantee
To be eligible for a money back guarantee, your item must be unused and in the same condition that you received it. It must also be re packed in the original packaging; additional plastic can be applied to re pack the product properly.
Our policy lasts 3 days for a money-back guarantee.
If 3 days have gone by since you received your purchase and you have not contacted us, unfortunately, we can’t offer you a money-back guarantee.
What is our Money Back Guarantee?
We will refund the full amount you paid for your rug and we will also pay for the courier pick up from your location.
When does Money back guarantee to apply to me as a customer?
- If you change your mind.
- If you don’t like your rug.
What we ask from you for eligibility of money-back guarantee.
- You notify us no later than 3 days from receiving your Rug.
- Complete the return form that we will send you an email it to us at email@example.com with the purchase invoice.
- Repack the rug in plastic and seal the rug from any water or re-delivery damage.
- Apply a return delivery label that we will send you to the parcel.
- Give Carpet Capers an exact collection date for return delivery.
- View and apply all instructions regarding our Shipping Return Agreement to your returning rug.
- For our courier service; give precise information or instructions on our return form for a collection of the rug.
When does the money-back guarantee not apply to me?
- The rug was not repacked properly, Carpet Capers received the rug creased or damaged.
- Our courier was not allowed excess, or no parcel was able to be collected.
- Any unwanted stains, watermarks, smells or foot traffic marks are in the rug.
- If you want to change the rug after the 3-day money-back guarantee period.
- If the rug Is stolen from your property.
To complete your money-back guarantee.
Once you have contacted us within our money-back guarantee time frame with your concerns.
We will send you a return form asking for all return details, including pick up address, email and phone numbers.
We also require the original receipt or proof of purchase emailed to us with the return form, no later than 5 days after receiving the return form.
Do not fold or bend the rug when repackaging, this will result in no money-back guarantee, please re-roll the rug neatly and firmly to not damage the rug.
Our courier company will not collect the rug from a PO Box location.
Once your return is received and inspected by Carpet Capers staff, we will send you an email within 48 hours to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed.
A credit will automatically be applied to your original method of payment, within 5 days of Carpet Capers receiving the rug.
Late or missing refunds
If you haven’t received a refund after the credit 5-day period, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank, there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund.
Please contact us at firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We will exchange your rug once returned and inspected.
A credit to the amount you paid for your original rug purchase will apply.
This credit can be used for any other rug you wish to purchase.
If the new exchange exceeds the original purchase amount, additional balance charges will apply.
If the new exchange is less than the original purchase amount, additional balance charges will be refunded to your original payment method.
If you would prefer an exchange to another rug, just let us know our on your returns form.
We will resend the new exchanged rug to your location, once we have received the returned rug.
Carpet Capers will honour any faulty or damaged goods purchased from all customer purchases.
Please contact us immediately and no later than 3 days after you have received your rug via email email@example.com for all concerns regarding your faulty purchase.
We will require the faulty rug to have the purchase receipt and the damaged area photo emailed to us.
The faulty rug will be returned at our cost to our nominated location.
Carpet Capers will replace or apply a full refund to any rug with defects or damages.
If the rug has manufacturing damage or defects, we may redirect the enquiry to our supplier for the full resolution.
All we ask from the customer is for the rug to be rolled and packaged the same way as you received the rug.
A return shipping label will be sent via email and will need to be attached to the rug for the courier pick up purposes.
www.carpetcapers.com.au handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.
Should you wish to return your order, please notify us within 3 days of receiving your rug.
Return Shipping Agreement
On approval of money-back guarantee Carpet Capers will send a return delivery label via email.
This label is to be printed and attached securely to the repackaged rugs plastic.
This label needs to be visible to read and be able to be scanned from our courier service.
For our courier service; give precise information or instructions on our return form for the collection of the rug.
Ensure the returning rug is rolled and packaged the same way as you received the rug.
Rural and Remote locations, we may ask for return delivery to be collected at a more local location.
Some remote collection points may be an issue for our courier to collect, we will, however, contact you for other courier pick up alternatives or locations.