Refund policy

Refund and returns policy

This policy sets out when Le Canvas accepts returns and issues refunds. It is separate from your rights under Australian Consumer Law, which are preserved in every case.

Change-of-mind returns

You may return a rug if you change your mind, subject to all of the following conditions:

You contact us at support@lecanvas.com.au within 14 days of delivery to request a return, quoting your order number.
We approve the return in writing before you send the rug back. Returns sent without prior approval will not be accepted.
The rug is unused, in its original condition, and returned in its original packaging.
You arrange and pay for the return shipping to the address we provide when we approve your return. Return shipping is at your cost.
The rug arrives back with us undamaged. Rugs damaged during change-of-mind return transit may not be eligible for a refund.

Original outbound shipping charges are non-refundable.

No restocking fee applies to approved change-of-mind returns.

Once the returned rug is received, inspected and approved, the refund will be processed to the original payment method within 10 business days.

Faulty, damaged, or not-as-described items

If your rug arrives with a fault, is damaged in transit, or is materially different from what was described on the product page, please email support@lecanvas.com.au within 48 hours of delivery where possible, with:

Your order number.
Clear photos of the fault or damage, including the packaging if damaged in transit.
A short description of the issue.

We will work with you to resolve the issue promptly. Depending on the nature of the problem, this may include repair, replacement, or refund.

You will not be charged return shipping for faulty, damaged, or not-as-described items where Le Canvas is responsible.

The 48-hour notification request does not limit any rights you may have under Australian Consumer Law.

Your rights under Australian Consumer Law

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.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind terms above are additional to, and do not limit, these statutory rights.