Refund Policy
14-Day Returns Policy
We are happy to provide a 14-day change-of-mind refund policy on all online orders, which means you have 14 days after receiving your item to request a return, if you decide that it isn’t perfect for your needs.
Please note that this refund policy does not apply to rugs purchased in person, in one of our stores. In this case, we can exchange or provide store credit only, within 7 days of purchase.
The 14-day refund policy does not extend to the purchase of gift cards. Purchases made using gift cards which are returned under our returns policy will be refunded in the form of a new gift card.
To be eligible for a change-of-mind refund, your item must be returned in the same condition that you received it. Please note that you will be responsible for the cost of return shipping, and we reserve the right to deduct the original cost of shipping from the refunded amount, at our discretion.
We understand it can be difficult to purchase a rug online. We pride ourselves on our after-sales support and will do everything we can to make your experience as smooth as possible. We can provide advice on how to package your return, and even send you replacement packaging material should you be unable to reuse the original packaging. We can also arrange the return courier for you, for a door-to-door service (courier fee will be deducted from refunded amount).
Customer satisfaction is our absolute priority!
To start a return, you can contact us at sales@persianruggallery.co.nz. Please note that returns will need to be sent or returned to one the following address:
- 231 Brougham Street, Sydenham, Christchurch 8023
- 188 Thorndon Quay, Pipitea, Wellington 6011
Items sent back to us without first requesting a return, as well as items that have been damaged during transit due to improper packaging, will not be accepted.
You can always contact us for any return questions, or packaging advice at sales@persianruggallery.co.nz.
Damages and issues
Persian Rug Gallery is committed to fulfilling our obligations under the Consumer Guarantees Act.
- Please inspect all shipments upon delivery - if you notice significant damage to the packaging, please reject the shipment and have the carrier return to sender.
- If you notice minor damage to the packaging, which does not appear to have affected the contents, please make a note of this when you sign for the shipment (i.e. "packaging damaged")
If you receive your item in a damaged condition, or have received the wrong item, we will be happy to make things right, either by way of exchange, or refund. Please contact us at sales@persianruggallery.co.nz as soon as possible so that we can organize this.
Please note that certain rugs (antique, vintage) may already be worn and may have minor damage at the time of sale. We will do our best to disclose any such damage on the products description. We will not be responsible for damage that has been disclosed to the buyer prior to purchase (though the 14-day change-of-mind policy is still available in such cases).
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@persianruggallery.co.nz.
Changes to this Policy
We reserve the right to make changes to this policy without notice. Any changes to this policy will take effect for all orders placed subsequently.
Last updated: 20/05/2023