Refund policy

RETURNS & REFUND POLICY
Last updated: June 2026

At Aro Rugs, every rug is handwoven to order by 4th generation artisans in Bhadohi, India. Because each piece is made specifically for you, we ask that you review this policy carefully before purchasing.

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OUR COMMITMENT

We stand behind the quality of every Aro rug. If your rug arrives damaged, defective, or significantly different from what was described, we will make it right at no cost to you.

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CHANGE OF MIND RETURNS

We accept change of mind returns under the following conditions:

1. You must contact us within 30 days of your rug's confirmed delivery date. Returns requested after 30 days will not be accepted.

2. The rug must be unused. It must not have been placed on a floor, walked on, or used in any way.

3. The rug must be returned in its original packaging, including all protective wrapping and any documentation included with your order.

4. Return shipping is at the customer's expense. We recommend using a tracked, insured service as we cannot accept responsibility for items lost or damaged in transit back to us.

5. A restocking fee of 35% of the original purchase price applies to all change of mind returns. This reflects the bespoke, made-to-order nature of our rugs and the cost of production that cannot be recovered once a rug has been woven.

To initiate a return, please email us at hello@arorugs.com with your order number and reason for return. We will respond within 2 business days with return instructions.

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REFUND PROCESS

Once your returned rug is received and inspected at our facility, we will notify you by email. If the return meets all conditions listed above, your refund will be processed within 7 business days of receipt.

Refunds are issued to your original payment method. Depending on your bank or card provider, please allow an additional 3–5 business days for the funds to appear in your account.

The original shipping cost is non-refundable. The 35% restocking fee will be deducted from your refund automatically.

Example: If your rug was $2,464 AUD, your refund after the restocking fee would be $1,601.60 AUD, minus any original shipping charges paid at checkout.

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DAMAGED OR DEFECTIVE ITEMS

If your rug arrives damaged or defective, please contact us at hello@arorugs.com within 7 days of delivery. Please include:

- Your order number
- A description of the damage or defect
- Clear photographs of the issue and the packaging

We will assess the situation and, at our discretion, offer a replacement, repair, or full refund including return shipping costs. The 35% restocking fee does not apply to faulty or damaged items.

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NON-RETURNABLE ITEMS

The following cannot be returned:

- Rugs that have been used, walked on, or placed on a floor
- Rugs not in their original packaging
- Returns requested more than 30 days after delivery
- Custom-sized or custom-coloured rugs ordered through our bespoke program
- Items purchased as final sale

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AUSTRALIAN CONSUMER LAW

Our returns policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy limits or excludes any guarantees, warranties, rights or remedies which you have under the Competition and Consumer Act 2010 (Cth) or any state or territory legislation, and which cannot be excluded, restricted or modified. If the Australian Consumer Law applies to your purchase, you may be entitled to a remedy regardless of the conditions set out above.

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CONTACT

For all returns and refund enquiries:
Email: hello@arorugs.com
Response time: within 2 business days (Monday–Friday, AEST)