We offer a 30-day return window starting from your delivery date. To be eligible for a return, your item must be completely unused, in its original pristine condition, and enclosed in its original packaging with your order number clearly referenced. Any item that has been altered (resized, cut, or chemically treated) will immediately invalidate this return policy.

Certain exclusions apply to our storefront parameters. Custom or made-to-order rugs, clearance/final-sale items, rug pads, and gift cards are entirely non-returnable and non-refundable. Exceptions are exclusively granted if these specific items arrive structurally damaged, defective, or incorrect upon delivery.

Silver Sydney covers 100% of the return shipping costs if an item arrives damaged, structurally defective, or incorrect. For all regular change-of-mind returns, the logistics processing and return shipping costs are the sole responsibility of the customer.

We make logistics simple. You can easily initiate your request through our automated portal: Start a Return Portal. Enter your order number and zip code to receive a printerless digital smartphone QR code. Securely drop off your package at an authorized commercial carrier station (such as UPS), where they will scan your phone screen, print your routing labels, and update your timeline automatically.

Customers are responsible for packaging the return securely to prevent transit or water damage. We highly recommend repurposing the original heavy plastic packaging wrap if possible. Ensure your final package is under 96 inches (8 feet) in total length. To avoid heavy carrier surcharges for oversized handling, you may neatly fold the rug instead of shipping it rolled.

Please inspect your shipment immediately upon arrival. If your order is damaged or incorrect, contact our team within 7 days of delivery at support@silversydney.com with clear photographs of the merchandise and outer packaging. We will verify the claim and promptly arrange a replacement or full refund at no cost to you.

Once your package is received at our facility, our inspection team will review its condition. Refunds are officially issued to your original payment method within 10 business days of receipt. Once initiated, please allow an additional 2–3 business days for your banking institution or payment merchant to display the transaction in your billing statement.

In compliance with the FTC Mail Order Rule (16 CFR Part 435), you have the right to cancel your order at any time before it has been shipped. To request a cancellation, contact us immediately at support@silversydney.com or call +1 (267) 391-5762.

Once your cancellation is confirmed, refunds will be issued as follows:

• Debit card or check payments: within 7 business days
• Credit card payments: within 1 billing cycle

If your order has already shipped, please use our Return Portal to initiate a return instead.