REFUND POLICY

Online Buying Return & Refund Policy
We know online shopping can be tough and sometimes it doesn’t go as planned when choosing online, so we offer you peace of mind Return Policy. If you are not entirely satisfied with your purchase, we’re here to help. We offer you a change of mind refund or exchange policy, no questions asked! If the goods are faulty we will meet our obligations under the Consumer Guarantees Act.

Returns (Applicable for online buying only)
You have 15 days to return an item from the date you received it. To be eligible for a return, your item must be unused, unwashed, in the same condition that you received, must have original tags attached, and must be in its original packaging (original packaging clause does not apply to rugs).
Flatpack Furniture items cannot be returned if you cannot assemble or is hard to assemble. Once the packaging is opened, it needs to be repacked in the unused condition in its original packaging in the same manner as it arrived with all the bits & pieces.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. Once your return is approved, we will initiate a refund to your credit card (or original method of payment). You may receive the credit within a certain amount of days, depending on your credit card issuer’s policies. If you haven’t received your refund within 10 days of the shipping of your item, please contact us via email or phone.

Return Shipping

You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non­refundable. If you choose to exchange the item only once, we will bear the cost of shipping to send you the replacement. Exchange required more than once, will require you to pay for return & re-shipping of replacement.
Please note that do not ship us the item back unless you have informed us via email so we know that we are expecting a return. To arrange easy & hassle-free return, simply email us at info@rugsandmore.co.nz or admin@rugsandmore.co.nz

Pickup Policy

Goods will be held for a maximum period of two (2) months from the date of Purchase or Availability. If the goods are not picked up within this timeframe, We reserves the right to consider the goods abandoned.

Abandoned Goods: If goods are not picked up within the specified two-month window (Unless arranged for a specific time), we will not be responsible for any loss, damage, or deterioration of the goods. Additionally, any payments made towards the goods will not be refunded.

Layby Policy
The minimum deposit required on a layby is 25% of the total purchase, or $30, whichever is greater. Clearance Sale items cannot be placed on layby.
Layby should not exceed a 12 weeks period. Failure to complete payments in the specified time makes the goods and all the deposit liable for forfeiture. A layby can be canceled by the purchaser within the 4 week period however 25% of the total purchase amount deposit is payable as a cancellation fee. Layby parcels cannot be broken or transferred without the 25% deposit being paid as a cancellation fee. Layby items cannot be exchanged or refunded after the layby has been finalized and collected.

Faulty Item:
We take great care to ensure that all items are securely packaged and in perfect condition before they leave our warehouse. However, in the unfortunate event that you receive an item that is damaged or faulty, we kindly ask that you inform us within 72 hours of receivingpicking it.

To report any damage or faults, please contact our customer service team at 092998630 and provide details of the issue along with relevant photographs, if possible.

Please note that failure to notify us within 72 hours of receiving the item may result in us being unable to offer a replacement or refund.

In-store Buying Return & Refund Policy (Does not apply to online buying)
If you change your mind, we are more than happy to exchange or provide you with a Store Credit note. Please choose carefully as we do not refund if you change your mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act.