Refund Policy

If you are not satisfied with your purchase, we have outlined the following guidelines to help make your return a smooth and seamless experience:

•  We offer easy and complimentary, change of mind promise within 14 days. If your rug has arrived and it’s not quite what you wanted, you can return/exchange it to us within 14 days no questions asked.
•  We will provide you with a refund or store credit so you can choose something else from our inventory. This will provide you with peace of mind buying online.
•  Please note that refunds are minus any shipping costs. Return shipping is at buyer’s cost.
•  In case of a return, buyer is also liable to pay 5% re-stocking fee for internal company expenses such as Shopify fee, handling, accounting, banking, and other associated expenses.
•  We operate on very low margins; hence we do not encourage customers to adopt a "buy to try" approach.
•  We will fulfil all obligations under the consumer guarantees act with relation to our products.
  This return/exchange policy applies on online orders only.
  

  If you have any concerns with your purchase, we request that you contact us via email (sales@nilerugs.co.nz) to give us an opportunity to alleviate these.

Damage Policy

•  All items are shipped to you in the best possible packaging to ensure that you receive your purchase in perfect condition. Upon receipt, please inspect your package closely.
•  If you receive a damaged item, Nile Rugs will assist you in receiving a replacement or refund as quickly as possible - at no cost to you.
•  Should you observe significant damage to the outer packaging, please reject the shipment and have the carrier return it.
•  If there is minor damage to the packaging, please indicate as such when you sign for the shipment.
•  If your rug arrives and has been damaged in transit or is faulty, please contact us at sales@nilerugs.co.nz within 3 days so we can rectify this for you.

Our policy is subject to change from time to time. It is responsibility of the customer to check our return policy prior to a purchase. Changes to our return policy are applicable to all the purchases made after the date of change in our return policy.