Rug returns

Please note the policy details outlined below are applicable for online purchases via our website only. Any transactions conducted in store are subject to their independent policy which should be confirmed at time of purchase. Please note that refunds can take up to 4-6 weeks.

5 Business Day Returns

If you don’t love your rug purchase or if you change your mind, you may return it to us within 5 business days of the date you received it, no questions asked.

You will be responsible for a return fee of $95.00 inc GST for all change of mind returns.

If you change your mind, we will provide you with a refund in an amount equal to the price you paid for the product, less the return costs to our Partner Warehouse from your nominated address.

Please note: Returns are ONLY accepted by our Partner Warehouse in Auckland via their nominated courier service and subject to a charge. A local Choices Flooring store CANNOT accept any return orders.

Please complete the returns form and our customer support team will arrange the return for you.

Rugs must be returned in 'as-new' condition. This means you have not used the rug, that it has no obvious signs of wear or damage. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, use large heavy-duty rubbish bags to ensure the rug is entirely covered prior to pick-up.

Refunds or replacements for items damaged in return transit due to poor/insufficient packaging may incur additional charges.

Damaged in transit

Unfortunately, it can happen that items are occasionally damaged in transit.

You should refuse to accept the delivery from the courier if your rug arrives and the packaging or the rug itself is clearly and significantly damaged. Contact us immediately and supply us with any photos or a video if you are able. Our Customer Support team will contact our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that your rug is damaged after it has been delivered to you, please take photos or video clearly showing the damage and let us know within 5 business days of receiving your delivery.

Our Customer Support team will offer you an arrangement dependent on your circumstances. This may include:

  • Arrange for the rug to be returned to our Partner Warehouse
  • Replace the rug (subject to availability)
  • Exchange the rug (if exchange is for an item of lesser value you will be issued with a credit and alternatively, we can request an additional payment if requested rug is of a higher value)
  • Offer a full refund (subject to inspection at Partner Warehouse – up to 4-6 weeks)

If we require you to return the product to us, we will pay the cost of the return.

Wrong item delivered

Very occasionally we may accidentally despatch the wrong rug to you. If the rug you receive does not match the item you ordered, let us know within 5 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly despatched item at no cost to you.

Faults and Warranty Claims

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

If your goods have a major failure or are found to be not of acceptable quality then you are entitled to a refund or a replacement (as the case may be) provided that the faulty or damaged goods are returned to us within 5 days of you receiving the goods.

If your rug arrives and is faulty or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact our Customer Service team within 5 business days of receiving your delivery.

Our Customer Support team will offer you an arrangement dependent on your circumstances. This may include:

  • Replace the product (subject to availability)
  • Offer you an alternative product (to equal value)
  • Offer a full refund (subject to inspection at Partner Warehouse – up to 4-6 weeks)

This Faults and Warranties policy does not cover:

  • Daily wear and tear
  • Improper or abnormal use
  • Wear and tear from improper/lack of maintenance and/or care
  • Damage to external or product packaging only
  • Your own handling and transportation of goods
  • Insignificant minor variations in colour or dimensions
  • Insignificant superficial blemishes or minor imperfections

Next Steps for Returns or Warranty Claims

Please complete the returns form with details of your case.

Customer Support business hours are Monday - Friday, 10:00am - 4:00pm (AEDT)

#The flat-rate change of mind return delivery rate is available for a limited time only and subject to change without notice. Some exceptions may apply. For further information please email Customer Support.