Return Policy

Thank you so much for supporting a small business! We're trying our best to make your experience with us and our products as good as possible. Please feel free to email us if your questions haven't been answered below.

Returns

You have 30 days from the date of delivery to return your order if you’ve changed your mind. Products must be returned in the original packaging, unworn/unused, and undamaged condition. A try-on is fine, but products that show signs of significant use (e.g., taking your HydroCloak on a frothy, sea-salt-filled weekend adventure) cannot be refunded. For hygienic reasons and in accordance with ACCC, we are unable to process refunds for items such as the StubCup if they’ve been used. If your StubCup is damaged or defective, please refer to Damages and Issues below.

To start a return, email us at hello@getrugd.com with your name, order number, and reason for return.

Returns must be shipped within the 30-day window to the following address:

Get Rug'd
6 Andante Crescent
Palmview QLD 4553
Australia

You must provide a tracking number to hello@getrugd.com once the return is shipped.

Upon receiving and inspecting your return, we will notify you if your return is approved or rejected. Approved returns will be refunded to the original payment method within a few business days. Please note that shipping costs for returns are the customer’s responsibility and are non-refundable.

For further questions about returns, contact us anytime at hello@getrugd.com.

Damages and Issues

Please inspect your order upon delivery and notify us within 24 hours if you receive an item that is defective, damaged, or incorrect. Email us at hello@getrugd.com with your order number and photos of the issue so we can assess and resolve it promptly.

Shipping costs associated with returns or replacements will be the customer’s responsibility unless the issue is due to our error or Australia Post damage. Please note that we are not liable for any items lost in transit or after being marked as delivered, however, we encourage you to contact us as soon as possible should you experience that your item has not been delivered or appears to be lost in transit. 

If the item has been damaged during transit from us to you by Australia Post, we may ask you to return the item to your nearest Australia Post office with a unique warranty code in order for us to process a warranty claim and provide you with the replacement product as quickly as possible. Refer to Australia Post's website for more information.

Refunds and Cancellation Policy

1. Order Cancellations Before Shipment

  • Orders may be canceled for a full refund before they are shipped. However, for orders placed within 30 days of a promotional sale, refunds will reflect the current promotional price of the items subjected to this promotional sale until the price is adjusted to its original value.

2. Pre-Orders

  • Pre-order items are refundable before shipment. However, during sales or promotional periods (i.e., Black Friday or EOFY), refunds will reflect the current promotional price of the items subjected to this promotional sale until the price is adjusted to its original value. 

3. Sale and Promotional Periods

  • Orders placed before a sale are not retroactively eligible for sale pricing.

4. Refund Requests and Sales Restrictions (holding periods)

Customers with active refund/cancellation requests, or that have confirmed via email to hello@getrugd.com that they would like to explore the option of a refund for orders placed 30 days within a promotional sales period, are placed on hold in the system and therefore not eligible to place new orders during the sale period. This policy ensures fair access to promotions and sales items for our customers in accordance with the Australian Consumer Law (ACL).

    Sale Items and Store Credits

    Items purchased on sale, clearance, or promotion are final sale and cannot be returned, exchanged, or refunded. This also applies to gift cards and store credits.

    Sale items are offered at significant discounts as part of clearance events or promotions. Due to their reduced pricing and limited inventory, we cannot accommodate returns for these items. We recommend carefully reviewing your selection before purchasing sale items. If you have any questions, contact us—we’re happy to help!