Return Preferences
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Important Information and T&C's
Please read our T&C's and agree to them below by ticking the checkbox on the left hand side
Rug Collection *
I AGREE: We cannot guarantee a specific pickup time as it always varies depending on
the number of services the courier driver has for that day. Whilst our courier partners try their best to
pickup in the nominated collection window, we can't guarantee they will always be there. It's safe to say that
your rug will be picked up within 24 hours of your collection window, so if they are little late, please don't
despair!​ If for some reason you miss your return pickup- associated costs with the second, rescheduled pickup
is deducted from your refund as once the return pickup is scheduled (the pickup can't be cancelled).
Please read and accept the agreement
Underlays *
I AGREE : Please note we can only return the rug and not any underlays - underlays are
not eligible for return unless they are faulty themselves. You may view more details through this link. ​
Please read and accept the agreement
Rug Inspection *
I AGREE: Each and every rug is inspected by us when returned. if your rug is deemed
damaged and/or unfit for resale, no refund will be issued and you’ll need to arrange a courier to ship the rug
back to you.
Please read and accept the agreement
Important Information about Refund Times
Estimated refund time: 30 business days (not including the transit time of the rug back to the warehouse)​.
In order to process a refund, we must first inspect the rug to ensure that it is fit for resale. And whilst our
team works hard to get to everyone’s rugs for inspection, they must be processed in the order they are received,
and take their place in the queue for inspection and return.
To give you full transparency, here's how the returns process works:
- Please allow for the same transit time of which the rug arrived to you to make its way back to us. So for
example, if the rug took one week to arrive to you please allow for the rug to take one week to come back.
- All rugs will be inspected in the order that they arrived - it enters a queue of all the items that are due
for inspection - this process is thorough as we must ensure the rug will arrive to a new customer in the same
condition that you received it in.
- Refund will be processed as soon as your turn comes – you will then receive a confirmation via email once the
credit has been issued, which is to the same payment account used during the purchase (for ZipPay and AfterPay
purchases, please reach out to them directly on how you can get the credit back from them).​
Refund Time of up to 30 Days *
I AGREE: Due to the nature of the pickup, return and inspection process, refunds processing
may take up to 30 days to process.
Please read and accept the agreement
Please note that this is a Return Request Form ONLY. This is NOT a confirmation or
approval of your return request. Our Customer Experience team will be in touch within 2 business days, and may
require further information, including photographs, to assess your return request. Thank you for all this
information - talk soon!
More questions? Reach out at hello@missamara.com.au for help!