Cloud Pad Wash

Delivery Timeframe:

• Standard shipping time: 2-8 business days.
• Delays may occur on Public Holidays.

Order Tracking:

• Orders shipped via various couriers.
• Tracking number provided when available.
• Track your order or send queries to: info@rugpad.com.au

Inspecting Your Order:

• Inspect upon delivery for damage.
• For concealed damage/loss with no visible packaging damage: Report within 5 business days of delivery. Keep containers/packing materials for inspection.
• Don't sign for damaged items unless noted.
• If damaged, contact us for a replacement order.
• You may be responsible for filing a claim if you sign for or allow the delivery of damaged goods.

Contact:

• Email: info@rugpad.com.au

At Rug Pad Australia, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may initiate a return within 60 days of the delivery date to receive a full refund (subject to return fees).

To be eligible for a return, please ensure that your original item is in its original condition and is returned without any of the following:

1. Pet dandruff or fur
2. Dirt or grass stains
3. Signs of wear, washing, or improper care
4. Damage, deterioration, or other stains

If the returned item(s) do not meet these conditions, we may reasonably deduct an amount from your refund to account for any use, damage, or deterioration of the product(s) up to the price of the item(s). Please note that all returned items undergo a thorough inspection, and items returned in a condition that we reasonably consider to be no longer sellable will not be refunded.

Make sure to ship the returned items in their original packaging or similar packaging that prevents any damage during transportation.

Once you have initiated a return, please ensure that you return the product(s) to us within 14 days of initiating the return.

Please note that you will be responsible for the cost and risk of returning the item(s), except in the case of faulty items.

Please be aware that this return policy does not limit or exclude any of your rights at law, including your statutory rights as a consumer under the Australian Consumer Law.

If you have any questions or need assistance with the return process, please feel free to contact our customer support team. We are here to help!

At Rug Pad, we want you to love your purchase. If it’s not quite right, returns are easy—and free.

60-Day Free Returns

You have 60 days from the date you receive your item to request a return. Returns are free within Australia—no restocking fees, no return shipping charges.

Eligibility

To be eligible for a return:

• The item must be in the same condition you received it: unused, uncut, and clean.
  
• Include original packaging and any accessories or inserts.
  
• Provide a receipt or proof of purchase.
  

Note: Gift cards and custom/special-order items are not returnable. Items marked “Final Sale” are not eligible for return.

How to Start a Return

1. Email us at info@rugpad.com.auwith your order number and the item(s) you’d like to return.
   
2. If your return is approved, we’ll send you a prepaid return label and instructions.
   
3. Drop the parcel off as directed. That’s it—no fees.
   

Timing

• Please allow up to 10 business days for the parcel to reach our warehouse after you send it back.
  
• Once received, returns are inspected within 5 business days.
  

Refunds

If approved, your refund will be issued to your original payment method. Banks and card issuers may take additional time to post the credit.

Exchanges

Want a different item instead? The fastest way is to:

1. Start a free return for the original item, and
   
2. Place a new order for the item you want.
   

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, contact us right away at info@rugpad.com.auwith photos. We’ll make it right.

Non-Returnable Items

• Gift cards
  
• Custom or special-order items
  
• Final Sale items (where clearly stated on the product page)
  

Friendly Reminder

Please try your rug or rug pad on a clean, dry surface and avoid cutting or trimming until you’re sure you’ll keep it. Items altered after delivery (e.g., cut to size) can’t be returned.