Refund policy

14-Day Return Policy

At by carmont, we want you to feel confident in every purchase. If you're not completely satisfied with your product, we offer a 14-day return window from the date of delivery.

Eligibility for Returns

To be eligible for a return:

• The item must be returned within 14 days of receiving it.
• The item must be unused, clean and in its original packaging.
• Proof of purchase is required.
• Returns are not accepted for custom or made-to-order rugs unless they are faulty or damaged.

Return Process

1. Email us at returns@bycarmont.com within 14 days of receiving your order.
2. Include your order number and reason for return.
3. We’ll provide return instructions and a return address.
4. You must return the product using a trackable and insured shipping method.

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

Refunds

Once your returned item is received and inspected:

• You’ll be notified of the approval or rejection of your refund.
• If approved, a refund will be issued to your original payment method within 5–10 business days.
• Shipping fees (if applicable) are non-refundable.

Custom Rugs & Sale Items Policy

We take great care in producing and curating our custom and sale rugs and products. Please read the following terms carefully before placing your order.

Custom Rugs

Custom rugs are made to order and are considered final sale once processing begins.

• Order Cancellations: Customers have 24 hours from the time of purchase to cancel a custom rug order.
• After 24 hours, the order cannot be cancelled, refunded, or exchanged.
• Lead Times: All quoted lead times are estimates only. We cannot guarantee production or delivery dates due to factors outside our control such as freight delays, manufacturing schedules, or adverse weather.

Sale Items

All rugs and products marked as sale, purchased during promotional events, or from our Archive Sale section are final sale.

• No returns, refunds, or exchanges are accepted on these items at any time.
• We recommend reviewing item details carefully before purchase, and contacting us with any questions prior to checkout.

Exceptions

We will offer a refund or exchange only in the case of:

• Manufacturer defects, or
• Items damaged in transit (must be reported within 3 business days of delivery).

Damaged or Faulty Items

If your rug or any by carmont product arrives damaged or faulty:

• Contact us immediately with photos and a description of the issue.
• Under Australian Consumer Law, you may be entitled to a refund, replacement or repair depending on the nature of the fault.

Legal Disclaimer

This return policy is provided in accordance with your rights under the Australian Consumer Law (ACL). It does not limit or exclude your legal rights.

By carmont reserves the right to:

• Refuse returns that do not meet the criteria above.
• Update this policy at any time without prior notice.
• Assess returned goods for signs of use or damage before issuing a refund.

By purchasing from our website, you agree to be bound by this policy.