Refund policy

OZ Knots Return Policy

At OZ Knots, we want you to absolutely love your rug.
Each piece is crafted with care, and we take pride in ensuring it reaches you in perfect condition.
If for any reason you’re not completely satisfied, we’re here to help.

Eligibility for Returns

  • Returns are accepted within 7 days of delivery.
  • Rugs must be unused, in their original condition, and in the original packaging.
  • A proof of purchase (such as your order confirmation or receipt) is required.

Please note that all returned items are carefully inspected once received to ensure they meet our return criteria.

Items Not Eligible for Return

  • Custom or personalised rugs
  • Items marked as Final Sale
  • Rugs that show signs of wear, use, or damage
  • Gift cards or promotional items

Return Shipping Costs

We believe in keeping things fair.

  • If there’s an error or fault on our part, OZ Knots will cover all return shipping costs.
  • If the return is due to a change of mind or customer preference, the customer will be responsible for return shipping.

We recommend using a trackable courier service and ensuring your rug is securely packaged for its return journey.
Please note, OZ Knots is not responsible for rugs lost or damaged in transit.

Refunds

Once your rug is received and inspected, we’ll notify you regarding the approval of your refund.
Approved refunds will be processed within 7 business days and credited back to your original payment method.

Shipping charges are non-refundable, except in cases where the rug was faulty or incorrect.

Afterpay Orders

If you made your purchase using Afterpay, please note that cancellations or refunds will incur a 10% non-refundable fee.
This fee covers payment processing costs charged by Afterpay.

Exchanges

We happily replace items that are defective or damaged.
To request an exchange, please email info@ozknots.com.au with your order number and details.
If your desired rug is out of stock, we’ll offer you a refund or store credit instead.

Damaged or Incorrect Rugs

In the rare event your rug arrives damaged, or you receive the wrong item, please contact us within 48 hours of delivery.
We’ll organise a replacement or full refund — including any shipping costs.
Photographs of the issue may be requested to assist with processing your claim promptly.

Contact Us

For all return or exchange enquiries, please reach out to our friendly team:
📧 info@ozknots.com.au

Thank you for choosing OZ Knots — where every rug tells a story, one knot at a time.