Shipping & Returns
RETURN & EXCHANGE POLICY
At Floor Gallery ACT, we understand that sometimes people like to be able to touch and feel products before buying and that's why we introduced the 100% Satisfaction Guarantee. Customer satisfaction is our number one priority. If for any reason you are not 100% satisfied with your purchase, you can return your rug (in its original condition) within 14 days of delivery, for a full refund or exchange - no questions asked. Please refer to our Refund Policy here. You can contact us on 02 6228 1766 with your intention to return you rug so we can provide you with the return delivery address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
The product must be returned in the original packaging via a courier company together with a tracking number.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We have a limit of one exchange per customer for change of mind purchases. This will give the customer a chance to reorder another rug and have a have a better idea of what will work.
MANUFACTURE FAULT RETURNS
All rugs received with a manufacture fault will be happily exchanged or refunded in full. Simply email us on email@example.com with a description of the fault and a clear photo of the fault. If Floor Gallery ACT agrees the fault is valid, we will gladly give you the option of an exchange of the same rug or a full refund.
Please note that manufacture faults must be claimed within 7 days of receiving you rug.
FREE SHIPPING Over $100 Order AUSTRALIA WIDE
COVID-19 UPDATE Business as usual. All our dispatch and delivery times are running as normal and on time. We can ship to virtually any address in Australia and offer FREE delivery for order above $100 with our courier partners. Please note that some remote NT, WA and QLD locations will incur an additional delivery charge which we will contact you after your order has been placed. You will then have the option to pay the additional small handling fee, or accept a full refund. We normally process all orders and dispatch within two to three working days. ( Please be aware we can sometimes experience slightly longer delays due to a higher volume of orders). Please note if an order is cancelled whilst in transit with the courier company, we will need the rug returned back to us before we process any refund. If a rug sometimes becomes unavailable due to out of stock, we can place the rug on backorder if the customer wishes to do so. If this is the case we provide the customer with an approx eta of the rug which is also subject to change due to changes beyond our control. If this happens and the customer no longer wants to wait for the rug we are more than happy to provide a full refund back to the customer. During our busier periods like public holidays and peak season, we can sometimes experience a slight delay in dispatching due to to the high volume of back orders. Please note deliveries will vary from 2 to 14 working days depending on location.
SHIPPING OUTSIDE OF AUSTRALIA
Currently Floor Gallery ACT do not ship outside of Australia.