RETURNS & EXCHANGES

*All sales final
Please check that your chosen product sizing, shipping address, and billing address that you are submitting is correct as it cannot be modified or changed after placing the order. 

Please note that due to the handmade nature of our products, no two items are exactly alike. The slight variations in color, texture, and design are inherent to the artisanal process, adding character and charm to your purchase. While we strive for consistency in our craftsmanship, minor imperfections may occur, reinforcing the authenticity of handmade products. Rest assured that any variations do not compromise the quality or functionality of your purchase.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Items must be unused, in their original condition with tags attached.
Shipping fees are non-refundable.

By purchasing a product, you agree to the terms and conditions outlined in our policy

You can always contact us for any questions through DM at @rugsbyronak on instagram

SHIPPING

Please allow up to 14 business days for fulfillment from the date your order was placed.
Once your order is shipped, you will receive a tracking number via email.

Please note that shipping carriers are encountering delays with packages in transit due to covid-19, and your order may take a little more than expected to get to you. In any case that you see carrier delays please contact the shipping company directly.
 

INTERNATIONAL SHIPPING / CUSTOMS

You are responsible for all import duties and taxes when ordering outside of New Zealand.
If you refuse a shipment from Rugsbyronak, you are responsible for any extra shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Rugsbyronak.

These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country and depend on a number of factors, such as: country of origin of the purchased product, local VAT rates, & Local import taxes.

INVALID OR INSUFFICIENT ADDRESS

If your items are returned because of an invalid or insufficient address we will have to charge you to reship your package.

LOST PACKAGES

We are not responsible for packages lost by the mail couriers, and you will have to reach out directly to the courier (NZPOST) to open a missing package claim with them. They will be able to better assist in locating your package, as we have no visibility on your package once it leaves us.