Returns, Exchange & Cancellation

At Kaleen Rugs, we have carefully designed our policy to ensure minimal hassle to you, should something out of the ordinary occur during the purchase process. All purchases on our website agree to the terms and conditions of our returns & exchange policy, as well as order cancellation outlined below: 

What happens if I start a rug return?

You will be issued with an RA (Return Authorisation) number by us. Please keep this safe to avoid future problems with the processing of your return!

We'll then have the rug picked up (by a trusted third party courier) and issue a credit/refund (less shipping and restocking fee) back to you as soon as it's been delivered back here.

Note: Kaleen Rugs reserves the right to deduct $49 from your refund, to cover shipping return costs of a third party courier plus a 20% restocking fee per item. In most cases average shipping costs are capped at $49 per item. However, if the fee is considerably higher, we will contact you and discuss this prior to return.

Note: If you receive an RA number, place that on the outside of the package when it’s being picked up. You’ll be e-mailed return instructions when you begin the process. 

Note: Returns from NT, Regional and Remote areas may incur additional expenses and be deducted from your total refund amount. 

Note: All return requests must contact us within 30 days of receiving your order. 

Order Cancellations

Kaleen Rugs reserves the right to deduct a restocking fee of 10% per item if an order has been placed and you choose to cancel before dispatch. If you would like to cancel your order after dispatch, you will need to go through the Change of Mind Return process.

Damaged Rugs or Damages in transit:

Unfortunately, items are occasionally damaged or damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged –

Please refuse that shipment and let us know what has happened. You can then choose to either receive a full refund, or we can have another rug shipped out to you. Replacement rug will start its journey on the same day you notify us, in this case only!

If you realised, it’s been damaged after accepting the rug -

We’re still happy to accept this return, no problem at all. Please take photos clearly showing the damage and contact us as soon as possible, within 5 business days of receiving your delivery.

You’re still able to choose those two options of a refund or having the rug replaced.

If damage is caused at transit to or at your location -

All rugs sent out are insured via a third party courier. We use third party couriers to deliver all our rugs. Once the rugs have been dispatched from our warehouse, any liability needs to be directed to the courier party responsible. We will always assist in the process to the best of our ability. 

Please note: A full refund or exchange is provided when the rug has arrived back at our warehouse and inspected. After this another rug will be issued or a refund will be processed. This can take up to 7-14 business days. 

Change of mind

At Kaleen Rugs, we want you to feel confident when buying from us. Should you change your mind about a purchase you have made with us, you have the option of returning the item within 30 days of having received it and can opt for a store credit or a refund less return costs. 

Note: You will be responsible for return shipping charges (capped at $49 if organised by us or our suppliers) to facilitate change of mind return plus a restocking fee of 20% per item. For example: if your rug is purchased at $300, the charges you will occur is $49 (return shipping) + $60 (restocking fee) = $109. 

Return Eligibility -

• Must contact us within 30 days of receiving your order. We will not accept any claims outside of this time period.
• We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with or contact us to get more advice on this.

Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged or washed any of the items. Please also note that Kaleen Rugs accepts no responsibility for incorrectly packaged rug returns and will be unable to process refunds for rugs damaged in transit due to incorrect packaging methods. If this does occur, we may send the rug back to you plus shipping costs to your destination if you wish to do so or a handling and restocking fee may apply of 10% of the value of the item.

Please note: Items in our clearance/discontinued section are discounted accordingly to clear. These items cannot be returned for change of mind. 

We will do our best to always absorb all shipping costs above $49, however, if the fee is considerably higher, we will contact you and discuss this prior with a quote, if you're unhappy with the quote, you're welcome to contact a courier company and enquire to organise your own quote for rug returns. 

Please Note: Rug Non-Slip Underlay is a non-refundable, so please make sure you choose the correct underlay pad and the correct size when ordering. 

Wrong item delivered

Our apology, we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 14 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

Note: Any images you can provide us are much appreciated and can help speed up the returns process.

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