Returns & Warranty
Last updated: 10 July 2026
This policy explains what happens if a piece arrives damaged, when returns are and are not available, and the consumer guarantees that always apply. Nothing here limits your rights under the Australian Consumer Law (ACL); where there is any conflict, the ACL prevails.
Because our works are fragile and often one-of-a-kind, we handle transit and returns with particular care — and we, not the carrier, are your point of contact if something goes wrong.
Your consumer guarantees
Every work comes with guarantees that cannot be excluded under the ACL, including that it matches its description and is of acceptable quality.
If a work has a major problem — for example, it arrives broken — you can choose a refund or a replacement. For a minor problem, we will repair or replace it. You deal with us directly for any of this; you never need to contact the carrier.
How we protect fragile pieces in transit
Fragile artworks and mirrors are packed and shipped through Pack & Send, who pack each piece to their professional fragile-freight standard.
We send fragile works signature-on-delivery, never left unattended, and we insure every fragile piece in transit for the full price you paid. The cover is ours — there is no separate cost or step for you.
If your piece arrives damaged
Please inspect your work as soon as it arrives. If it is visibly damaged when it is delivered, you can refuse the delivery.
If you find transit damage after opening, email us at hello@rugsley.studio within 48 hours. Send clear photos of both the piece and all of its packaging, and keep the packaging until the matter is resolved — the transit cover depends on it.
For a verified transit-damaged piece we refund the full price you paid, and you are welcome to purchase another work. Because our pieces are one-of-a-kind we usually cannot remake the exact work, so a refund is the standard remedy; if a comparable piece is available and you would prefer it, tell us and we will do our best.
The 48-hour window helps us support the transit claim. It does not take away any right you have under the Australian Consumer Law.
Change of mind
Because each piece is one-of-a-kind or made to order, we do not offer change-of-mind returns on commissioned or custom works.
For a ready-made original, we may accept a change-of-mind return at our discretion if you ask within 14 days of delivery and the work is returned unused and undamaged in its original packaging. Return postage is at your cost, and the piece is your responsibility until it reaches us safely.
Faulty or not-as-described works
If a work develops a fault that breaches a consumer guarantee, contact us at hello@rugsley.studio with details and photos. Where a guarantee is not met, we cover the reasonable cost of returning the work.
How refunds are paid
Approved refunds go back to your original payment method, usually within a few business days of us agreeing the outcome.
Talk to us first
For anything about a return, transit damage or a warranty question, email hello@rugsley.studio. We would always rather resolve it with you directly.