Returns & Refunds

At Follow the Sun, we want you to love your rug as much as we do. We take care to provide quality products, but we understand that sometimes things may not be quite right.

Change of Mind Returns

We accept returns for change of mind within 30 days of delivery, provided the item is:

  • Unused
  • Unwashed
  • In its original condition
  • In its original packaging where possible
  • Free from stains, marks, pet hair, odours, sand, dirt or damage

Please include your order number and reason for return when requesting a return.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as Follow the Sun is not responsible for returned items that are lost in transit.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping costs, if any, are non-refundable unless the item is faulty, damaged, or incorrect.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item is faulty, damaged, or you have received the wrong product, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

If your item is confirmed to be faulty, damaged, or incorrect, we will offer a suitable solution, which may include a replacement, store credit, or refund.

Items That Cannot Be Returned

We cannot accept returns for items that:

  • Have been used, washed, stained, damaged or altered
  • Have visible signs of wear
  • Have pet hair, odours, sand, dirt or marks
  • Are returned outside the 30-day return period
  • Are not in a condition suitable for resale

Sale Items

Sale items may be returned within 30 days as long as they meet the return conditions above.

Final sale or clearance items cannot be returned unless they are faulty, damaged, or incorrect. Any final sale items will be clearly marked on the product page.

Exchanges

We currently do not offer direct exchanges.

If you would like a different design, you can return your original item for a refund and place a new order for your preferred rug.

How to Start a Return

To start a return, please contact us at followthesunaus@gmail.com with your order number, the item you would like to return, and the reason for your return.

Please do not send your item back before contacting us. We will provide return instructions once your return request has been reviewed.

Australian Consumer Law

This policy does not exclude or limit your rights under Australian Consumer Law. You are entitled to a replacement, repair or refund where required by law, including for major failures or faulty products.