Smarty Rugs Returns & Exchange Policy

At Smarty Rugs, many of our products are custom-made to order. We understand that circumstances can change, and all return or exchange requests are assessed on a case by case basis.

Returns & Exchanges

• Returns must be requested within 7 days of receiving your order.

• Items may be considered for return or exchange if they are in as new and unused condition, free from dirt, hair, odours, or damage.

• Proof of purchase is required.

Cleaning Fee

• Any item returned with dirt, hair, odours, or signs of use will incur a cleaning fee.

• If an item cannot be returned to a resalable condition after cleaning, the return may be refused or only a partial refund issued.

Custom & Made-to-Order Items

• Custom-sized or made-to-order rugs are generally non-refundable.

• If a return or exchange is approved, a restocking, alteration, and/or cleaning fee may apply.

Faulty Items

• If your item arrives faulty or damaged, please contact us as soon as possible with photos so we can resolve the issue in line with Australian Consumer Law.

Return Approval

• All returns must be approved prior to being sent back.

• Approved returns must be returned at the customer’s expense unless the item is deemed faulty.

Smarty Rugs reserves the right to refuse returns that do not meet the above conditions.