Hand-tufted character rugsFloor rug or wall artOrder by Fri 11 Dec for ChristmasHand-tufted character rugsFloor rug or wall artOrder by Fri 11 Dec for ChristmasHand-tufted character rugsFloor rug or wall artOrder by Fri 11 Dec for ChristmasHand-tufted character rugsFloor rug or wall artOrder by Fri 11 Dec for Christmas

Refund policy

Last updated: 7 November 2026

We want you to love your Tubby rug. If something isn't right, here's how returns and refunds work.

Your rights under Australian Consumer Law

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Faulty, damaged or wrong item

  • If your rug arrives damaged, faulty or isn't what you ordered, email us within 7 days of delivery with your order number and a few photos.
  • We'll arrange a replacement, repair or full refund (including original shipping), depending on what you prefer and what's available.
  • If we need the rug back, we'll send you a prepaid return label. You won't pay anything to return a faulty item.

Change of mind

  • Changed your mind? You can return a rug within 14 days of delivery for a refund to your original payment method.
  • The rug must be unused, clean, free of pet hair and odours, and sent back rolled (not folded) in its original packaging or similar protective wrapping.
  • Return shipping is paid by you, and we recommend a tracked service. Original shipping charges aren't refunded.
  • Email us before sending anything back so we can give you the return address.

Items we can't accept for change of mind

  • Custom rugs made to your design, as they're made just for you. Faults are still covered.
  • Rugs that have been used, washed, cut or damaged after delivery.
  • Gift cards.

Christmas gifts

Rugs bought between 1 November and 24 December can be returned for change of mind until 15 January the following year, so gift recipients have time to decide.

Refunds

Once we receive and check your return, we'll email you and process the refund within 5 business days. Your bank may take a few more days to show it.

Contact

Email Tubbystore@outlook.com with your order number and we'll sort it out.

Fresh off the rail

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