About Us > Returns Policy

About Us Returns Policy

Returns Policy

At Carpet Call we want our customers to be completely satisfied with their online purchase and we understand that on some occasions, you may need to return a product.

Proof of Purchase

Carpet Call may require you to provide proof of purchase in order for you to obtain any refund, credit, exchange or repair set out in this Returns Policy or otherwise.

Change of Mind – Rugs Online Purchases Only

If you are not satisfied with your online rug purchase, return the product within 5 days to us in its original and “as new” condition by delivering the product (together with a “Return Authority” and your proof of purchase) to any of our capital city metropolitan stores located in QLD, WA, NSW or VIC. A “Return Authority” must be obtained, prior to returning the product to a store or us, by contacting us at rugsonline@carpetcall.com.au. Upon confirmation of the condition of the product, “Return Authority” and your proof of purchase our store will arrange a refund, credit or exchange of the purchase price less the original freight costs.  You can also freight the product to us, however, please be aware that it must be delivered within 7 days of the original delivery,  in its original and “as new” condition and  accompanied by your proof of purchase and your contact details.

Change of Mind – Hard Flooring Online Purchases Only

Refunds, credits or exchanges are available for hard flooring products up to 14 days after the date of collection for online purchases only.

Under no circumstances will returns, credits or exchanges be processed unless goods unopened, free of any damage, in a resalable condition, and not discontinued.

Refunds, credits or exchanges can only be processed once Carpet Call is in receipt of the goods at the original point of collection.

Carpet Call is not responsible for any transport costs.

Australian Consumer Law

By law we are required to state:

“Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

Notwithstanding the above, there may be circumstances pursuant to the Australian Consumer Law where you are not entitled to such a return or replacement of goods and in such circumstances, Carpet Call does not guarantee or warrant any such right. For example the right under the Australian Consumer Law does not apply to return of goods where damage occurred after installation for reasons not related to the condition of the goods at the time of supply or when attached to any property such as a house or unit that cannot be detached without damage.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

Refund, credit or exchange

If the product does not match its advertised description, Carpet Call will provide you with a choice between a refund to the value of the item purchased or an exchange. However, we note that items on the Site, and in particular textiles, may appear differently on screen that it appears in real life.  This may be caused by your screen settings or the settings that were used in the production of the original image.  Colours and texture are often difficult to see and judge online with 100% accuracy.  Our manufacturers make every effort to match dye lots, however, customers are also warned that colour shades and variations may appear in the product (including, but not limited to, when the product is exposed to UV light). The characteristics of all cut pile rugs and carpet render them subject to shading which can often take the appearance of water marks.

Where there is no fault found requiring refund, credit or exchange by us, the product will be returned to you at your cost.  We may need to consult with the manufacturer to determine the fault and resolution.  Where the manufacturer assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our discretion that you compensate us for any fee imposed on us by the manufacturer or freight cost in relation to this assessment.

Unfortunately, Carpet Call cannot offer a refund, credit or exchange where the damage occurred after installation for reasons not related to the condition of the goods at the time of supply including, but not limited to, where the product has sustained damage due to any wilful or accidental damage to the product, abnormal use (whether or not such use has been identified by Carpet Call or the manufacturer), damage arising from furniture standing or being moved on the product, damage arising from unusually heavy wear of the product (including, but not limited to, damage caused by stiletto heels, castor chairs or any metal or hard ends of furniture) or damage caused by water either through spillage, flooding or moisture penetration through the sub floor.

Amendments to terms and conditions

We reserve the right to amend this Returns Policy at any time.  Any amendments shall be effective immediately upon notification on the Site.


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