Refund policy
14-Day Exchange Policy
Silk Road Rugs offers a voluntary 14-day exchange for eligible change-of-mind purchases, including sale and clearance rugs.
Please contact us within 14 days of receiving your rug to request an exchange.
To qualify for an exchange, the rug must:
- be unused and unaltered
- remain in the same condition in which it was received
- have its original tags attached
- be accompanied by proof of purchase
- be securely packaged for return
Please contact us at info@silkroadrugs.co.nz before returning your rug. Our team will help you select a replacement rug and confirm the exchange, courier and price arrangements directly with you.
Items returned without contacting Silk Road Rugs first may not be accepted.
Approved exchanges should be returned to:
Silk Road Rugs
The Hub Hornby
418 Main South Road
Hornby, Christchurch 8042
New Zealand
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us promptly if your rug is damaged, faulty, incorrectly supplied or materially different from its description.
Email info@silkroadrugs.co.nz with your order details and photographs showing the issue. We will assess the matter and work with you to provide an appropriate solution.
Depending on the circumstances, remedies may include repair, replacement or refund where required under the New Zealand Consumer Guarantees Act. The appropriate remedy will depend on the nature and seriousness of the issue.
Refunds
Silk Road Rugs does not provide refunds where a customer has simply changed their mind. Eligible change-of-mind purchases may instead be exchanged under our voluntary 14-day exchange policy.
Refunds may be provided where required under the New Zealand Consumer Guarantees Act or where otherwise approved by Silk Road Rugs after assessing the circumstances.
Where a refund is approved, we will confirm the processing arrangements directly with you. Refunds are normally returned through the original payment method, although processing times may vary depending on the bank or payment provider.
Consumer Guarantees Act
This voluntary exchange policy does not limit or exclude any rights or remedies available under the New Zealand Consumer Guarantees Act or other applicable New Zealand consumer law.
Contact Us
For questions about an exchange, damaged item, incorrect order or refund, please contact:
Email: info@silkroadrugs.co.nz
Phone: 021 267 8800
Address: 418 Main South Road, The Hub Hornby, Hornby, Christchurch 8042, New Zealand