Returns & Change of Mind Policy

We want you to feel confident shopping with Studio BASE. If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions below.

Eligibility

To be eligible for a change-of-mind return:

  • The item must be unused, uninstalled, and in as-new condition
  • Rugs and underlays must be clean, undamaged, and not soiled
  • Underlays must be returned in their original unopened packaging (unless faulty)
  • The return must be approved in writing by Studio BASE before being sent back

We are unable to accept returns for:

  • Rugs or underlays that are damaged, marked, creased from use, or soiled
  • Underlays removed from packaging (unless faulty)
  • Custom or made-to-order items
  • Sale, ex-display, photoshoot stock or clearance items (unless faulty or required under ACL)

Studio BASE reserves the right to refuse a return if the item does not meet the above conditions.

Packaging Requirements

  • Items must be returned in their original packaging or equivalent protective wrapping. If you no longer have the original packaging, we can provide replacement packaging to ensure the rug is securely wrapped for return. Additional packaging costs may apply.
  • Please ensure your item is securely and carefully packaged, as Studio BASE cannot accept responsibility for items lost or damaged in transit.
  • We recommend using a tracked and insured courier service for all returns.

Return Fees & Refunds

As a small business, we operate as efficiently as possible. Approved change-of-mind returns incur a 15% return fee to cover outbound shipping, handling, and restocking costs.

  • Refunds are processed to the original payment method only
  • The refund amount is based on the item price paid as listed on your invoice
  • Original shipping and handling charges are non-refundable (unless the item is faulty or incorrect)
  • During sale periods, please allow up to 10 business days for processing

Exchanges

  • Exchanges are processed at the current online price at the time the exchange is confirmed.
  • Promotional or sale pricing from previous orders cannot be applied retroactively.
  • Any price difference must be paid prior to the dispatch of the exchanged item.
  • Exchanges are subject to availability and approval.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Please notify us within 7 days of delivery, including photos and your order number.
  • In these cases, Studio BASE will arrange repair, replacement, or refund and cover associated return shipping costs.

How to Request a Return or Exchange

To initiate a return or exchange, please contact our Customer Care team at support@studiobase.com.au with your order number, item details, and reason for return.