Refund & Return Policy

Last updated: 14 August 2026

Haus & Harbour is operated by HAUS AND HARBOUR PTY LTD (ABN 50 691 218 372). We want you to love the rug you chose. If something isn't right, this policy explains exactly what happens, what it costs, and how long it takes.

Before your rug leaves us

Rugs reach us in bulk from our Australian supply partners. Before anything is sent to you, we unwrap every piece, check its tags against your order, inspect it for quality, and repack it properly for transit. Nothing is dispatched that hasn't been through that check.

This matters if something goes wrong on the way to you: because we know the condition your rug was in when it left us, we can resolve a transit damage claim quickly and without argument.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

• You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
• You are entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.
• Nothing in this policy limits, excludes or modifies those rights. The timeframes below apply to our voluntary change-of-mind service, and to reporting transit damage, they do not cap your ACL rights for a genuine manufacturing fault.

Change of mind returns

We offer a 30-day change-of-mind window. This is a service we choose to provide; it is not required under the ACL.

Timeline

• You have 30 days from the date your order is delivered to request a return. After 30 days, change-of-mind returns and refunds are no longer available.
• Email hello@hausandharbour.com with your order number to request a Return Authorisation. We reply within 24–48 hours on business days.
• Once your return is authorised, you have 14 days to send the rug back to us.
• Refunds are issued 5–10 business days after we receive and inspect the returned item.

Conditions

• The rug must be in new, unused and unwashed condition, with all original tags intact.
• Valid proof of purchase (order confirmation or invoice) must be provided.
• The return must be sent with a tracked shipping service. We cannot process a refund for an item we cannot confirm we have received.
• Returns sent without prior authorisation may be refused, or may be delayed while we identify them.

Costs

• Return shipping is paid by you for change-of-mind returns.
• If you'd prefer not to arrange it yourself, we can book a pickup with our courier. You choose a pickup slot, our courier collects from your address, and the cost is deducted from your refund. We quote you the exact pickup cost in writing before booking, nothing is charged without your approval.
• A restocking fee of 10% of the item price applies to all change-of-mind returns and exchanges, and is deducted from your refund.
• The restocking fee is waived if you choose store credit instead of a refund.

Faulty, damaged or incorrect items

If your rug arrives damaged, defective, or is not what you ordered:

• Contact us within 7 days of delivery with your order number, clear photographs of the rug and the outer packaging, and a short description of the issue.
• We arrange and pay for the collection. There is no return shipping cost and no restocking fee.
• Once approved, we provide a replacement or a full refund, your choice.
• Faults that appear later: the 7-day window above applies to damage caused in transit, which we need to report to our carriers promptly. It does not apply to manufacturing faults that emerge with normal use. If your rug develops a genuine fault, contact us, your ACL rights apply.

Exchanges

Exchanges are available for a different size, colour or design, subject to availability, within the same 30-day window.

1. Email us within 30 days of delivery to request an exchange.
2. We authorise the exchange and confirm the replacement is available.
3. You return the original rug either at your own cost with tracking, or via a pickup we book for you at your cost.
4. Once we receive and inspect it, we ship your replacement out to you at no delivery cost.

A 10% restocking fee applies to exchanges, calculated on the price of the original item. If the replacement is a higher price, we invoice the difference along with the fee before dispatch. If the replacement is a lower price, the difference less the fee is refunded to your original payment method.

Prefer to avoid the fee? Choose store credit instead. We issue credit for the full value of your return with no restocking fee, and you can put it toward any rug in the collection.

Return authorisation is always required

All returns,  including faulty items must be authorised by our team before being sent back. This lets us track the item, match it to your order, and keep our stock records accurate. Please do not send anything back without contacting us first.

Items we cannot accept for change-of-mind return

• Rugs that have been used, washed, altered, or damaged after delivery
• Rugs returned without a Return Authorisation
• Requests made more than 30 days after delivery

None of the above limits your rights in relation to faulty goods under the ACL.

Order cancellations

You may cancel your order by emailing hello@hausandharbour.com within 24 hours of placing it. After 24 hours your order has entered fulfilment and cannot be cancelled, please follow the return process above once it arrives.

How refunds are issued

• Refunds are issued to the original payment method used at checkout.
• Afterpay and Zip: refunds are processed back through the provider, who then adjusts your payment plan. Timing is set by them, not by us.
• If your original payment method is closed or unavailable, contact us and we will arrange an alternative in writing.
• Once we initiate a refund you'll receive a confirmation email. Please allow an additional 3–7 business days for your bank to reflect the balance.

Late or missing refunds

If your refund hasn't arrived after the timeframe above:

1. Check your bank or payment account statement again.
2. Contact your bank or card issuer, processing times vary between institutions.
3. If you have done both and still haven't received it, email hello@hausandharbour.com with your order number.

Return address

Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia

Contact

• Store name: Haus & Harbour
• Registered business: HAUS AND HARBOUR PTY LTD
• ABN: 50 691 218 372
• Business address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
• Email: hello@hausandharbour.com
• Phone: +61 2 8590 2323
• Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM Australian Eastern Time (Sydney), excluding NSW public holidays