Returns — Nile Rugs
We aim to make returns simple and transparent. Please review the guidelines below before reaching out.
We offer a 14-day change of mind return or exchange policy from the date of delivery. In this case customers are responsible for arranging and paying return shipping. This does not apply to faulty, damaged, incorrectly supplied, or ACL-covered products.
Eligible returns can be processed as either a refund or store credit, allowing you to select an alternative product.
Return shipping is the responsibility of the customer unless the item is faulty, damaged, or incorrectly supplied.
Items must be returned in original condition, unused, and with all original packaging where possible.
This return and exchange policy applies to online purchases only.
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
If you have any concerns regarding your purchase, please contact us at sales@nilerugs.com.au so we can assist in resolving the issue promptly.
We take great care in packaging our products to ensure they arrive in perfect condition. Please follow the steps below upon delivery.
Upon receipt, please carefully inspect your package for any signs of damage.
For faulty, damaged, incorrectly supplied, or ACL-covered products, Nile Rugs will arrange and cover return shipping costs.
Please provide clear photos and/or videos of the damaged item and packaging to assist with assessment and resolution.
We encourage customers to inspect their order upon delivery and report any transit damage within 3 days where possible, by contacting sales@nilerugs.com.au.
Policy Updates
This policy may be updated from time to time. Customers are encouraged to review the policy prior to making a purchase. Any changes will apply to orders placed after the updated policy is published.
Product Variation
As each rug is handmade, slight variations in colour, dimensions, weave, texture, and natural dye tones may occur. These variations are not considered faults and are part of the unique character of handcrafted rugs.
Disclaimer: We make every effort to display colours accurately; however, colours may vary slightly depending on your screen, device settings, and lighting conditions.
Hand-knotted Persian, Afghan, and Kilim rugs curated for timeless interiors in Australia.
