Returns & Exchanges 

The 14-day window

Stocked items can be returned within 14 days of delivery for a full refund of the item price. The 14 days run from the day the parcel arrives, not the day you ordered, and we count the day you email us — not the day the parcel gets back to us.

Stocked means anything we hold on the shelf in a fixed size:

• Rugs and runners in our standard sizes
• Cushions, throws and bed linen
• Hardware, tracks, rods and finials
• Objects, lighting and other home décor

What we cannot take back

Curtains, blinds, upholstery and wallcoverings are cut to your dimensions and cannot be resold, so they are not returnable for change of mind once cutting has begun. Made-to-order rug sizes are the same — they are tufted for you after the order is placed.

Before cutting begins you can cancel or change anything at no cost, so tell us early and nothing is lost. We will tell you the date cutting starts when you sign off.

Fabric samples and swatches are not returnable, but they are yours to keep and there is nothing to send back.

The condition we need it in

Unused, in its original packaging, with any tags and dust bags still attached. A rug that has been laid down and walked on, or a cushion that has been slept on, cannot go back into stock and cannot be refunded on change of mind.

Unroll a rug and look at it — that is fine, that is what the window is for. Just keep the wrapping until you are sure.

How to start a return

Email hello@richarddecor.au with your order number and a line about what is coming back. A designer handles it directly; there is no returns portal and no automated triage. You will get a reply with the return address within one working day.

Please do not send anything back before you hear from us — unannounced parcels are hard to match to an order and slow your refund down.

Who pays the return postage

If the item arrived faulty, damaged, or is not what you ordered, we arrange and pay for collection. You are never out of pocket for our mistake.

If you have simply changed your mind, return postage is at your cost, and we ask that you send it tracked. Until it reaches us it is still your parcel, and an untracked rug that goes missing cannot be refunded. Original shipping charges are not refunded on change-of-mind returns.

Refunds and exchanges

Refunds go back to the original payment method within five business days of the item reaching us and passing a condition check. Your bank may take a few days more to show it.

Exchanges are simpler than they sound: tell us what you would rather have and we will hold it while your return is in transit. If the new piece costs more you pay the difference; if it costs less we refund it.

Faulty, damaged or wrongly made

This sits outside the 14 days entirely. If a made-to-measure piece is faulty, wrongly made, or does not match the signed-off sample board, we remake it. That is not a goodwill gesture — it is the warranty, and it runs for five years.

If something arrives damaged in transit, photograph it before unwrapping any further and send us the picture. We will replace it and deal with the carrier ourselves.

Your rights under Australian Consumer Law

Nothing on this page limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded.

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

These rights apply to made-to-measure work as much as to stocked items, and they are not capped at 14 days. The 14-day window above is our change-of-mind policy, which is something we offer on top of the law, not instead of it.

Talk to a person

Richard Decor, 44 Jordan Street, Wentworthville NSW 2145. Email hello@richarddecor.au or call +61 469 368 776. Anything unclear here is our fault, not yours — ask and a person will answer.