Refund policy

Our Shipping and Return Policy sets out how we deliver and allow the return of Products. The Shipping and Return Policy is part of our Terms of Use and as such is a binding legal agreement. All amounts are in Australian Dollars.

1.   Returns for change of mind

(1.1) We are happy for you to return products for a change of mind in exchange for a refund or a different product under the following conditions:

(i) the product must be returned in its original packaging within 30 days of the delivery date;

(ii) the product must be in saleable condition as determined by us in our discretion. Factors which we take into consideration include (without limitation) that the item must be in new condition, unwashed, undamaged, the labels and packaging are intact and attached and the item is unopened, unused and as sold.

(iii) proof of purchase is provided in a form acceptable to us;

(iv) the product must have been purchased from our site

(1.2) Notwithstanding the above, we do not allow returns or exchanges for change of mind in the following instances:

(i) any final sale items;

(ii) any special order products or services;

(iii) any product or service which is expressly stated to be not returnable for change of mind in the product description or elsewhere on our site; or

(iv) any item marked 40% or more off its full price.

(1.3) Heavy Loop Pile Rugs may be returned for a change of mind within 30 days of the delivery date, subject to the conditions in (1.1) and to a 25% restocking fee, which reflects the additional shipping and handling these products require. You may choose either a refund of 75% of the original purchase value to your original payment method, or a store credit voucher for 100% of the original purchase value. This restocking fee applies to change-of-mind returns only. It does not apply where a product is faulty, not as described, or otherwise the subject of your rights under the Australian Consumer Law.

2.   Returns of faulty or defective products

(2.1) We will facilitate returns of faulty or defective products in exchange for replacement products (or, where we are required by law, a refund) subject to the following conditions:

(i) you contact us within a reasonable time after the fault becomes apparent. Nothing in this policy limits or excludes your rights under the Australian Consumer Law, including your right to a repair, replacement or refund where goods are not of acceptable quality, do not match their description, or are not fit for their purpose. Those rights are not limited by any time period stated in this policy;

(ii) proof of purchase is provided in a form acceptable to us;

(iii) the product must be genuinely faulty or defective due to a manufacturer’s default; and

(iv) the product must not be damaged due to misuse, abuse or use other than as intended (including without limitation any damage caused due to a failure to store the product in accordance with instructions).


3.   How do I return an order

(3.1) If you wish to return a product, please visit double.loopreturns.com or email our customer support team at welcome@double.online and discuss the issue with our customer assistance representatives. We will tell you whether the return is approved and if so, provide you with a return label and any other information which may be needed. You may also wish to use our self-service return process to get a prepaid label for items which are eligible for a return.

(3.2) Once your return arrives at our warehouse it is inspected before a refund is issued. Refunds are processed within 20 to 30 days of the item being received at our warehouse, and are returned to the original payment method used at purchase, or issued as store credit if you have requested it.

4.  What happens if a product does not qualify for a return?

(4.1) No credit or refund will be provided where a product does not qualify for a return. We may, at our discretion, return an ineligible product to you at your cost.

5.  What happens if I receive a wrong order or wrong quantity?

(5.1) Please contact us at welcome@double.online no later than 7 days from when you receive a wrong order or wrong quantity, with a detailed description of the problem/damage, as well as your name, contact number or email and order number. We will then determine how best to resolve your problem.

6.  What happens if I don't accept delivery of the order?

(6.1) If for any reason (not due to our fault) you do not accept delivery of your order then we may charge you an additional fee to cover reasonable additional direct costs incurred by us as a result (including additional insurance, storage, delivery or similar charges).

7.   Contact us

(7.1) If you wish to contact us in relation to a return, please email us via welcome@double.online.