Return & Refund Policy

Thank you for shopping with Luxurious Rugs. We want you to be completely satisfied with your purchase. Please read our return policy carefully to ensure a smooth shopping experience.

New Zealand Market:

• We do not accept returns for orders shipped to the New Zealand.
• All sales are final for orders shipped to these markets.
• We recommend reviewing product details and sizing charts carefully before making a purchase.

United Kingdom Market:

• We do not accept returns for orders shipped to the United Kingdom.
• All sales are final for orders shipped to these markets.
• We recommend reviewing product details and sizing charts carefully before making a purchase.

United States Market:

• We do not accept returns for orders shipped to the United States.
• All sales are final for orders shipped to these markets.
• We recommend reviewing product details and sizing charts carefully before making a purchase.

Australia Market:

• We accept return for Australia and offer free returns for eligible items shipped to Australia.

The Luxurious Rugs must be notified within 7 days of receipt of the rug, you may return eligible items within 14 days of delivery for a full refund or exchange from the delivered date.

Note: We aren't able to accept returns or exchanges unless they have been authorized by our Customer Service team at hello@alluxurious.com. We will not accept returned items that were sent back directly without notifying us first. If you want to returns or exchanges, please contact us to provide your Order Number and state the reason. After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.

Read the instructions below to learn more about returns or exchanges.

Order Cancellation

  1. For orders canceled within 24 hours of purchase that have not yet shipped, we will provide a full refund if the order has not been processed by the time of notifying us. Otherwise, we will charge any fees already incurred for booking with the courier.

  2. We will NOT accept an order cancellation request if the orders have been shipped. Please apply for return after receiving the package.
  3. Generally, you will receive a refund within 5 to 10 business days. (If no refund is received within 10 days, please contact us via email hello@alluxurious.com )

Return/Exchange Process

  1. Items can be returned or exchanged within 14 days from the delivered date. Note that overdue requests may not be accepted.
  2. Only defective or damaged items fall under the category of "Eligible Items" for free return shipping.
  3. Should customers opt to return items for reasons beyond faults or damages, they are responsible for covering the return shipping expenses.
  4. We do not accept returns for custom size rugs and rugs sent as replacements or as different selections after the first return.
  5. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Generally, you will receive a refund within 5 to 10 business days. (If no refund is received within 10 days, please contact us via email)

Note: All return/exchange items must be returned unworn, undamaged, unwashed and with all the original packaging dimensions and labels attached in original packaging. If not, the buyer is responsible for all incurred fees and there will be no refund. If you run into any issues, feel free to drop us an email at hello@alluxurious.com.

For rugs over 30 kg are subject to extended wait times for return, as we will hold them until we receive an order to redirect the rug.

Please note, all purchases made through Paypal will incur a 10% non-refundable fee if customer asks for refund.

For further inquiries:

If you have any further questions, please contact our customer services at: hello@alluxurious.com

16 Lineham Drive, Cranbourne East, VIC 3977.

Phone: +61432425822