Refund policy

Faulty, damaged or not as described

If a piece arrives faulty, damaged or materially different from its description, we will repair, replace or refund it under the Australian Consumer Law, and the return freight is on us. Please check your delivery when it arrives and tell us within 48 hours at customercare@darrenpalmer.com, with photographs of the piece and its packaging. If the packaging is visibly damaged when the courier arrives, photograph it before you sign for it. Keep the original packaging in case we arrange collection. Refunds are issued to the original payment method.

Change of mind

You can return a rug, cushion or candle for a change of mind within 14 days of delivery. Email customercare@darrenpalmer.com with your order number within that time and we will confirm how to send it back.

To be accepted, the piece must be unused and in the condition it arrived in. For a rug, that means not laid, not walked on and nothing placed on it, rolled and wrapped in its original packaging. Cushions must be unused, with their inserts, in their original packaging, and candles unopened, in their original packaging.

What a change-of-mind return costs

A restocking fee of 20% of the price you paid applies to every change-of-mind return. Return freight is at your cost.

Rugs are collected through our warehouse, and the cost of the collection is deducted from your refund at the carrier's rate. Cushions and candles are posted back by you, with a tracked service, to the returns address we send you.

Refunds go to the original payment method once the piece has been received and inspected, usually within 10 business days of its return.

Clearance purchases and pieces listed as final sale are not eligible for change-of-mind returns. Made-to-order artwork is produced for you, so change-of-mind returns do not apply once production has begun; faulty or damaged pieces are always covered as above.

Colour, materials and size

Our rugs, cushions and art are photographed in natural light and styled in real rooms. Screens, room lighting and the colours around a piece all change how its colour reads, so it can look a little different in your home from how it looks on the site. Minor variation from the photographs is normal and is not a fault or a reason for a return at our cost.

Natural and hand-finished materials vary from piece to piece. Slight differences in shade between production runs, pile direction, sprouting or trimmed yarn, and small differences in size are characteristics of the product, not defects. Art is printed on media containing natural fibres and may show small slubs and slight colour variation. Pieces are supplied as pictured and cannot be altered, including the removal of tassels or fringing.

If colour matters to your decision, a 30 x 30 cm sample of most rug designs is available at darrenpalmer.com/products/rug-sample, subject to stock. Nothing in this section limits your rights under the Australian Consumer Law where a piece is faulty or materially different from its description.

Discounts and promotions

Orders placed with a discount code or during a promotion keep the same 14-day change-of-mind window and the same costs, with refunds based on the price you actually paid.

Shop the Room returns. The automatic Shop the Room discount does not change your 14-day change-of-mind window, and room items return on the same terms as full price items, with refunds calculated on the price you actually paid for each item. Because the discount is earned by the complete room, if you return part of a room so that what you keep no longer qualifies, we recalculate the discount on the items you keep and adjust the refund so they sit at their correct price. Faulty or damaged items are always covered under Australian Consumer Law, whatever else is in the order.