We thank you for your understanding and support as we try to minimise human contact for the safety of our team and customers. We will do whatever necessary to ensure we can get your order to you ASAP during this challenging time.

The Cool Rugs Team

Refund and Returns

Faulty or Damaged Item

In the unfortunate event that the rugs arrived damaged, or failed to meet merchantable quality, we:

  • Offer a full refund, or
  • Send you replacement at no charge
  • Cover costs for collecting and returning of the damaged item which we have agreed to refund or replace at our cost

For refund claims, we do not consider minor variations in colour, dimension, finish or naturally occurring characters to as product faults or flaws. We make the best effort to include information in the product description section of our website, for rugs that might have expected minor variations due to the manufacturing methods or the materials used. 

For claims, please contact Cool Rugs by email within 48 hours after receiving the product. Please include your order number, description of the issues, and photographs or videos showing the damage or fault.

All products returned must be packed in their original containers and if the products are soiled or damaged, the products may be rejected by the supplier or credited at a reduced amount in the supplier's sole discretion.

Wrong Item Delivered

If you receive an incorrect item, we will cover the cost of returning the item. We will replace the item without incurring additional costs. Please let us know as soon as possible.

Change of Mind

Purchased items can be returned if you change your mind within 7 days after item receipt. Change of mind refunds or exchanges attract 15% restocking fee plus $29.99 non-refundable shipping fee (the amount we paid to deliver the item to the customer). The customer is responsible for the return shipping by a courier. As a courtesy, we can assist the customer with the return shipping by providing quotes from several third-party couriers (if available).

All products returned must be unused and packed in their original containers. If the products are used, soiled or damaged, the products may be rejected or incur additional re-stocking charges. 

For returns, the customer must contact Cool Rugs by email for instructions and return address.

Order Cancellations

In the unlikely event that a product is unavailable, we will contact you as soon as possible; and you can choose to get a full refund or a store credit.

Our current order processing time from our Sydney warehouse has increased to 2-3 weeks; but rest assured we are working hard to get your order out even sooner. Thank you for your patience and understanding while we process your order within NSW Government regulations to stay safe during lock down.

Delivery Address:

All deliveries are made during normal business hours Monday to Friday. A post office box address is not accepted.

Delivery Costs:

FREE SHIPPING for all orders. The following few postcodes are excluded:

NT 822 840 845 850 852 854 861 862 872 874 880 885 886
NSW 2325 2328 2329 2580 2880 2898 2899
QLD 4183 4285 4551 4556 4570 4571 4581 4600 4650 4655 4670 4673 4674 4676 4677 4678 4703 4713 4740 4741 4750 4757 4801 4804 4806 4816 4817 4819 4820 4821 4822 4823 4824 4825 4828 4829 4830 4850 4852 4854 4855 4856 4858 4859 4860 4870 4871 4872 4873 4874 4875 4876 4878 4880 4881 4885 4886 4887 4888 4890 4891 4895
SA 5373
WA 6798 6799 6850
TAS 7255 7256 7257


Please contact us for shipping quote if you want delivery to these postcodes. In rare cases, shipping cost might become much higher than what we can offer as free. In these cases, we will contact the customer to discuss options.

Delivery Times:

All our rugs are dispatched within 2 - 3 weeks. The delivery time depends on the delivery location. Generally, the delivery time after dispatch is:

Sydney,  Melbourne, Brisbane,  Adelaide METROPOLITAN areas 3-8 days
Sydney,  Melbourne, Brisbane  OUTER METROPOLITAN/REGIONAL areas 4-10 days
QLD,  NSW, VIC, SA (regional  areas) & TAS 6-10 days
WA & NT 8-17 days