Our Promise To You
At Najaf Rugs, every piece is handpicked for its beauty, quality, and craftsmanship and we want you to feel just as certain about keeping it as we did in selecting it.
We also know that buying a handmade rug is a significant purchase, especially online. We want you to have the confidence to make that decision knowing that if it’s not quite right when it arrives, it’s okay. We’ve made our returns and exchanges process straightforward, fair, and stress-free.
Return & Refund Eligibility
If you purchased in store, you have four days from the date of purchase to return your rug for a full refund or exchange.
For online, interstate and international orders, the return must be initiated within four days of receiving your rug. This means it should be lodged with your chosen courier or taken to the post office within that timeframe.
We keep this window short to ensure every rug stays in the same pristine condition it was in when it left us. These are pieces that spend time in people’s homes, so maintaining their cleanliness and quality is important for the next person who will treasure them. This helps us protect both the craftsmanship and the wellbeing of everyone who brings a Najaf rug into their space.
Exchanges
Exchanges are welcome within four days of purchase or arrival to you. If you purchased in-store, you have four days from the date of purchase to exchange your rug for another piece.
For online, interstate and international orders, the exchange must be initiated within four days of receiving your rug. This means it should be lodged with your chosen courier or taken to the post office within that timeframe.
If you find another rug you love, we’re more than happy to reserve it for you as soon as your original piece is safely back with us. We keep this timeframe short to make sure every rug remains in the same beautiful condition it left us in. This process helps us preserve that integrity for every customer who brings a Najaf rug into their home.
How to Return
Melbourne customers are welcome to bring their rug back to us in person if that is more convenient. We’re always happy to see our customers again and assist directly with the return or exchange in-store.
If you are returning from interstate or overseas, you can send your rug back using a courier of your choice. We recommend choosing one with tracking and insurance so you can be confident it will arrive back to us safely and in its original condition.
Once your rug arrives back to us, we’ll confirm receipt via email and carry out a quick inspection to ensure it’s in its original condition. From there, we’ll finalise your refund or arrange for your new rug to be sent out promptly so you can enjoy it without delay.
Refund Processing Time
Once your return has been received and approved, your refund will be processed within one business days. You’ll receive an email confirmation as soon as the refund has been issued from our end.
Please note that depending on your payment provider, it may take a little longer for the funds to appear in your account. Most banks and credit card companies take between three to ten business days to complete this process, and the timing can vary slightly depending on weekends or public holidays.
Refunds are always processed back to the original method of payment used at checkout, whether that’s a credit or debit card, PayPal, or another online payment method.
We’ll always keep you updated at each stage of the return process, and you’re welcome to reach out if you’d like confirmation once your refund has cleared. Our team is here to help make the process as smooth and transparent as possible.
Clearance Items
Clearance items are not eligible for a refund. If you wish to return a clearance piece, we’re happy to arrange an exchange or issue a store credit within the allowed timeframe. Each clearance rug has been carefully priced to reflect its age, uniqueness, or minor imperfections, and every one of them is still a genuine handmade piece with its own story and character.
We understand that choosing a rug is a deeply personal process, and sometimes a piece may look or feel different once it’s in your space. For that reason, we offer the flexibility of exchanging your clearance rug for another one you love, or opting for a store credit to use at a later date. This helps us honour both the individuality of each rug and the care that goes into handling and shipping every order.
If you’d like assistance selecting an alternative, our team would be more than happy to help you find something with a similar look or colour palette.
Items Not Eligible for Return or Exchange
Online exclusive items and custom-made rugs cannot be returned or exchanged. These pieces are either made to order, woven specifically to your chosen size, colour and design. Each one is created or selected with great care, often involving months of craftsmanship and coordination between our team and artisans abroad.
Because of this bespoke process, once production or shipment has begun, we’re unable to alter or cancel the order. We encourage all customers to take their time choosing the right rug for their space — our team is always here to provide detailed photos, videos, colour references, and styling advice to help you feel completely confident before purchasing.
If you’re unsure whether your purchase falls into one of these categories, please don’t hesitate to reach out before placing your order. Our goal is to ensure you love your rug the moment it arrives, one that feels as though it was made just for your home.
