Return Request

Please provide the address that you would like your rug to be collected from *

Please select the pickup option you would prefer *

Option 1: Authority to Collect Unattended (Recommended). If you are not able to stay at home all day to meet the courier, you have the option to select an Authority to Collect Unattended for the courier. Please provide us instructions on where you will leave the rug that is safe yet easy to locate (e.g. front door, front porch, verandah, etc.) so I can include these in the collection request.

Please detail the location where you will leave the rug for collection
(e.g. on front verandah)

Option 2: Meeting the courier at home. Please note, however, should you choose this option, that unfortunately, we cannot guarantee you a collection time as it always varies depending on the number of pickups that the courier has for that day.

Please select your preferred collection date. Please note, you must select a date that is 4 business days from the submission of this form, so we have time to book the pickup! *

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).

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. ​

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.

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.

For more information

Please refer to our website for full terms and conditions.

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!