Refund Policy

Before You Order — Please Choose Carefully

Please select your product carefully before placing an order online. Product photos are a representation only. The actual colour, shade and texture of the item you receive may vary from what you see on screen, due to your device's colour settings, resolution and brightness, and the lighting in the room where the item is placed.

Because of this natural variance, a product not matching the online image exactly (in colour or appearance) is not, on its own, treated as a fault or an item "not as described". This does not affect your rights under the Australian Consumer Law (ACL) if the item is faulty, unsafe, or materially different from its description in ways unrelated to normal screen or lighting variance.

Online Orders — Change of Mind

Quality Rugs & Furniture Sydney offers a 14-day change-of-mind return policy on items purchased online. You have 14 days from delivery to return an online order if you have simply changed your mind. The item must be unused, in its original condition and original packaging, and accompanied by your original receipt (emailed to you at purchase). After 14 days, we are unable to offer a change-of-mind refund or exchange.

Sale items are excluded from change-of-mind returns — please make sure you are happy with your choice before purchasing a sale item. This exclusion does not affect your rights under the ACL.

You are responsible for return shipping costs on a change-of-mind return, and shipping costs already paid are non-refundable. Where a refund is approved, the cost of return shipping will be deducted from the refund amount. For items worth over $75, we recommend a trackable shipping service or shipping insurance, as we cannot guarantee receipt of returned items lost in transit.

Returning Your Item

Online returns are sent to our Sydney warehouse. Please email info@qualityrugsandfurnituresyd.com.au before sending your item and we will confirm the return address and next steps. Delivery times for exchanged items may vary depending on your location.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged on arrival, significantly different from its description, or the wrong item was sent, you are entitled to a repair, replacement or refund — regardless of whether it was purchased on sale, and regardless of the 14-day change-of-mind window. In these cases, we will cover the cost of return shipping and arrange collection or provide a reply-paid label.

If a return is needed because of a Quality Rugs & Furniture error (wrong size, wrong address, wrong item, duplicate shipment, or an order cancelled prior to shipping), we will arrange collection at our cost and issue full credit for the item and freight once it is received.

Partial Refunds

A partial refund may apply if an item returned for change of mind is not in its original condition, or has damage or missing parts not caused by a Quality Rugs & Furniture error. This does not limit your right to a full remedy under the ACL where the goods themselves are faulty.

Processing Refunds

Once your return arrives at our warehouse, we will inspect it within 1–2 business days and email you to confirm whether it has been approved. Approved refunds for online orders are returned to your original payment method within 2 business days.

Late or Missing Refunds

Please check your bank account first, then contact your card provider, as processing can take several business days on their end. If you still have not received your refund within 5 business days of approval, contact info@qualityrugsandfurnituresyd.com.au and we will follow up directly.

Exchanges

We replace items where they are defective or damaged. To arrange an exchange for the same item, email info@qualityrugsandfurnituresyd.com.au.

In-Store Purchases (Lidcombe and Marsden Park)

Change-of-mind refunds are not available for in-store purchases. Items purchased in-store at our Lidcombe or Marsden Park stores are eligible for a 3-day exchange where the item is unused and in its original condition and packaging. Exchange arrangements can be discussed with our team at the time of purchase. Your rights under the ACL for faulty, damaged or incorrect items apply to in-store purchases as well.

Gifts

If an item was marked as a gift and shipped directly to you, you will receive a gift credit once your return is received. If it was not marked as a gift, or the gift-giver had it shipped to themselves, the refund goes to the original purchaser.

Payment Methods

We accept PayPal, Visa, Mastercard, Apple Pay, Afterpay and Zip Pay online, and in-store lay-by (25% deposit). All online payments are processed with SHA-256 SSL encryption; we do not have access to your card or account details, which are held securely by our payment providers.

Contact

Lidcombe: 82 Parramatta Rd, Lidcombe NSW 2141 · (02) 7229 2790
Marsden Park: Unit 13/9 Hollinsworth Rd, Marsden Park NSW 2765 · (02) 7209 7284
Email: info@qualityrugsandfurnituresyd.com.au

This policy operates alongside, and does not limit, your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth).