Return & Refund Policy

We want you to love your rug. If something isn’t quite right, we’re here to help. Please read our return policy below for information on how we handle returns, exchanges, and cancellations.

Australia – Returns & Exchanges

We offer free returns on eligible items delivered within Australia.

  • Please notify us within 7 days of receiving your rug if you would like to return or exchange it.

  • Once approved, you have 14 days from the delivery date to return the item.

  • All return requests must be submitted by email to hello@alluxurious.com.

    Please include your Order Number and reason for return.

  • We will provide instructions via email. Returns sent without authorisation cannot be accepted.

Return Eligibility

  • Items must be unused, undamaged, and returned in original packaging with all labels attached.

  • Custom-sized rugs, replacements, or rugs sent after a previous return are not eligible for return or exchange.

  • Should customers opt to return items for reasons beyond faults or damages which fall under the category of "Eligible Items, they are responsible for covering the return shipping expenses.

Order Cancellations

  • Orders can be cancelled within 24 hours if they have not yet been processed for shipping.

  • If the courier has already been booked, a cancellation may still be possible but shipping fees may apply.

  • Once dispatched, orders cannot be cancelled — but you can request a return after delivery.

Refunds

  • Refunds will be issued to your original payment method.

  • Please allow 5–10 business days after we receive your returned item for the refund to process.

  • If you don’t see your refund within 10 days, contact us at hello@alluxurious.com

International Orders (USA, UK, NZ)

We currently do not offer returns for international orders due to high shipping and handling costs.

However, if your item arrives damaged or defective, please email us immediately with photos and your order number. We’ll work with you to resolve the issue.

Contact Us

We’re always happy to help.

If you have questions about returns, exchanges, or sizing, get in touch with our team:

Luxurious Rugs

16 Lineham Drive, Cranbourne East, VIC 3977

Phone: +61 432 425 822

Email: hello@alluxurious.com