Returns

At Gamila Rugs, your satisfaction is our priority. We've designed our terms and return policies to be clear and straightforward so you can shop with confidence.

Before You Purchase

We recommend reviewing the terms below before placing your order, especially if you're unsure about your selection. If you have any questions, we’re here to help.

Unpacking & Inspection

When your rug arrives:

  • Unroll and place it in your chosen space carefully.

  • Avoid placing furniture on the rug if you are considering a return.

  • Retain all original packaging in case a return is needed (we’re happy to assist with repacking guidance).

  • Inspect your rug immediately and contact us within 3 days if there are any issues.

Returns & Exchanges

Change of Mind Returns

We offer a 7-day return window for most rugs. Please refer to the "Returns" tab on the product page for specific eligibility.
A refund will be processed once the rug is returned and inspected.

Free Returns – Change of Mind

Policy Update – Effective 3 May 2025

  • For purchases made before 3 May 2025, customers are responsible for return shipping costs.

  • For purchases made on or after 3 May 2025, we now offer free returns on your first order (valid for one rug only).

  • A full refund is available for all modern rugs. excludes authentic persian, afghan and handmade indian rugs.

We are proud to be one of the few online rug stores offering both free shipping and free returns on first orders.

Authentic Persian, Afghan & Handmade Indian Rugs

We offer a 30-day exchange policy on all authentic Persian, Afghan, and handmade Indian rugs.

  • Rugs must be returned in original, clean, and resaleable condition.

  • Exchanges must be for an item of equal or greater value.

  • We will cover the return shipping for your first exchange — valid for one rug only.

If you’re unsure about your selection, feel free to contact us before purchase for styling advice or assistance.

Exchange Policy (General)

  • Exchanges are accepted within 30 days of purchase.

  • Rugs must be in original, clean, and resaleable condition.

  • Exchanges must be for an item of equal or greater value.

  • Free return shipping is offered for your first exchange order.

We reserve the right to decline exchanges if the rug is damaged or fails inspection. Always check the "Returns" tab to confirm eligibility.

Incorrect Rug Received

If you’ve received the wrong rug, please contact us within 3 days of delivery.
If the error is on our end, we will cover return shipping and send you the correct item.

Afterpay & Zip Pay Orders

If you used Afterpay or Zip Pay, their merchant fees will be deducted from your refund.
Please contact us for a quote before sending any item back.

Inspection & Refund Process

  • All returned rugs are inspected upon arrival.

  • If approved, your refund will be processed (minus any applicable return fees).

  • If your return is rejected, we’ll contact you to discuss next steps.

Courier Damage

  • If your rug arrives with visible damage, note this on the consignment paperwork at delivery.

  • Notify us within 3 days and include photos of the rug, packaging, and any shipping labels.

  • We’ll review the case and offer a refund or replacement if appropriate.
    (Please note: general wear and tear is not considered damage.)

Faulty Rugs & Manufacturing Defects

Inspect your rug as soon as it arrives.
Report any defects or faults to sales@gamilarugs.com.au within 7 days of delivery.
Please note:

  • Natural fading, shedding, and minor creasing are normal and not considered faults.

  • These are characteristics of handwoven and natural fibre rugs as they settle into your space.

Wool Rugs – Special Care

Wool rugs require more delicate care and may not be ideal for homes with young children.

  • Shedding is normal and expected.
    Avoid:

  • Frequent or heavy vacuuming

  • Using a power head vacuum

  • Placing heavy furniture directly on the rug

Conditions That Void a Return

A return may be voided if:

  • The rug shows signs of wear or damage.

  • It has not been repacked securely.

  • Damage occurs in transit due to poor packaging.

In these cases, the following charges will apply:

  • Return shipping costs (as per your quoted rate)

  • $45 minimum reshipping fee

  • Original shipping cost is non-refundable

Questions or Concerns?

We're here to help.
Email us anytime at sales@gamilarugs.com.au for support or clarification.

Thank you for choosing Gamila Rugs — where quality, care, and customer satisfaction come first.