Below are some common questions and concerns from our customers regarding our rugs and furniture collections.
If you have any other questions, please feel free to email us at
info@qualityrugsandfurnituresyd.com.au.
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If you have an issue or a question that requires immediate assistance, you can click the button below to chat live with one of our Customer Service representatives.If we aren’t currently available, please drop us an email at info@qualityrugsandfurnituresyd.com.au and we will get back to you within 24–36 hours!
Pre Sale Questions
Q: “Where are your Sydney stores located and what are the opening hours?”
Quality Rugs and Furniture has two main showrooms in the Sydney area:
- Lidcombe Showroom: 82 Parramatta Rd, Lidcombe NSW 2141.
- Marsden Park Showroom: Unit 13/9 Hollinsworth Rd, Marsden Park NSW 2765.
- Opening Hours: Both stores are open Monday to Sunday from 9:30 AM to 5:30 PM.
Q: “How does delivery work and is there a free shipping option?”
We offer Australia-wide shipping with the following conditions:
- Free Delivery: Enjoy free shipping on rug orders when you spend $100 or more.
- Timeframe: Most in-stock items are dispatched quickly, typically arriving within 3 to 5 working days.
- Furniture Delivery: Rates vary by location. Please ensure items will fit through your doors/hallways before ordering.
Q: “Do you guys offer a refund or exchange?”
Quality Rugs and Furniture Sydney has specific policies for refunds and exchanges that differ depending on whether you bought the item online or in a showroom.
Refund and Exchange Policy
1. Online Purchases
- 14-Day Return Policy: You have 14 days from the date of purchase to return an item.
- Condition: The item must be unused, in its original packaging, and accompanied by the original receipt.
- Refunds: For "Change of Mind" returns online, a 20% restocking fee typically applies, and original shipping costs are non-refundable.
- Faulty Items: If the item is defective or doesn't match the description, you are entitled to a repair, replacement, or full refund under Australian Consumer Law.
2. In-Store Purchases (Showrooms)
- 7-Day Exchange Policy: In-store purchases are generally ineligible for a refund if you simply change your mind. However, they do offer a 7-day exchange period for unused items to ensure you get the right fit for your home.
- Damaged/Incorrect Goods: If the item is damaged or incorrect (wrong size/color) when you receive it, you should notify the store within 3 days to arrange an exchange.
3. Important Exclusions
- Soft Furnishings: For hygiene reasons, items like mattresses, pillows, bed sheets, and blankets are strictly non-refundable and cannot be exchanged.
- Sale/Clearance Items: Items purchased from the "Sale" or "Clearance" sections are usually final sale and cannot be returned for a change of mind.
- Custom Orders: As these are made specifically for you, deposits are non-refundable and the items cannot be returned unless they are faulty.
Quick Tip: If you need to return a rug, make sure to roll it tightly and use the original plastic wrapping. If you are dealing with a faulty item, the best first step is to email photos of the damage to their support team at info@qualityrugsandfurniture.com.au.
Q: “Do you offer Lay-by or flexible payment plans?”
Yes, we provide several ways to pay for your purchase over time:
- In-Store Layby: Secure items with a 25% minimum deposit for up to 3 months.
- Buy Now, Pay Later: We accept Afterpay, Zip (ZipPay & ZipMoney), Humm, and PayPal Pay in 4.
- Note: A 10% cancellation fee applies to laybys cancelled after one week.
Q: “4. Can I place a customized order for furniture or rugs?”
We specialize in bespoke furniture tailored to your home:
- Custom Orders: A 40% minimum deposit is required at the time of order.
- Timeline: Estimated arrival times (ETA) are provided but may vary due to manufacturing or global shipping.
- Policy: Deposits for customized orders are non-refundable as the item is made specifically for you.
