Returns & Refunds
We take great care to ensure every House of Bohi rug meets the highest standards of quality and craftsmanship. That said, we understand that returns may occasionally be required. The information below outlines when returns are available, how to ensure eligibility, and what to expect throughout the process.
We also recommend that you unpack your rug carefully and retain all original packaging until you are certain your purchase is right for your space.
Yes. We offer change of mind returns on eligible in-stock rugs within 14 days of delivery.
If you are not fully satisfied with your purchase, you may request a return within this timeframe, subject to the eligibility conditions outlined below.
To be eligible for a return, rugs must meet the following conditions:
- The rug must be unused, unsoiled, and in original condition.
Rugs returned with marks, stains, odours, pet hair or signs of use may not be eligible for a refund - It must be returned in its original packaging, or equivalent heavy duty protective packaging if the original is unavailable
- It must be rolled securely and packaged carefully to prevent damage in transit
- Rugs damaged during return transit due to inadequate packaging may not be accepted
- We do not accept responsibility for items lost or damaged in return transit
Custom sizes and made-to-order rugs are not eligible for change-of-mind returns or exchanges. These are items made specifically to your order and cannot be re-sold.
However, our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
To initiate a return, please email us at hello@houseofbohi.com.au within 14 days of delivery with:
- Your order number
- Reason for return
- Clear photos (if the item is damaged or faulty)
We will provide return instructions once your request has been reviewed.
Return shipping costs are the responsibility of the customer.
If you would prefer us to arrange return collection on your behalf, we can do so. The return shipping cost will be deducted from your refund.
Once your return is received and approved, refunds are processed within 5–7 business days to the original payment method.
No, we do not offer exchanges.
Due to the nature of our production process being primarily made to order, with very limited stock availability, we recommend placing a new order if you wish to purchase a different size or design.
If your rug arrives damaged or with a manufacturing fault, please notify us within 48 hours of delivery and include supporting photographs.
In line with Australian Consumer Law, we will offer either a repair, replacement or a refund, depending on the nature of the issue.
Yes, we do allow change of mind returns on sale items for in-stock rugs, unless it is part of a Clearance sale.
Your rights under Australian Consumer Law still apply if an item is on clearance but is faulty or not as described. Please contact us within 14 days of delivery with:
- Your order number
- Reason for return
- Clear photos (if the item is damaged or faulty)
We will provide return instructions once your request has been reviewed.