Return & Refund Policy
Effective Date / Last Updated: June 19, 2026
We want you to love your rug. If something isn’t right, this policy explains how returns and refunds work.
1. Return Window
You may request a return within 30 days of the delivery date.
2. Eligibility
To be eligible, items must be:
- unused and in the same condition you received them;
- in their original packaging, with any tags and accessories; and
- accompanied by your order number or proof of purchase.
3. Non-Returnable Items
The following are not eligible for return unless they arrive damaged, defective, or incorrect: custom or made-to-order rugs, clearance and final-sale items, and gift cards. Because custom and made-to-order rugs are produced specifically for individual customers, such orders cannot be cancelled once production has begun and are not eligible for return or exchange except in the event of a manufacturing defect, shipping damage, or where otherwise required by law.
4. How to Start a Return
Email us at support@silversydney.com with your order number and the reason for your return. We will review your request and, if approved, send return instructions and the return address. Items sent back without first requesting a return may not be accepted.
5. Return Shipping
If the return is due to our error — a defective, damaged, or incorrect item — we will cover return shipping. For all other returns (for example, change of mind), the cost of return shipping is the customer’s responsibility, and original shipping charges (if any) are non-refundable.
6. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photographs of the item and packaging and your order number, so we can arrange a replacement or refund at no cost to you.
7. Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval and you have not received your refund, contact us.
8. Exchanges
The fastest way to get a different item is to return your original item and place a new order once the return is approved.
9. Contact
Questions about returns? Email support@silversydney.com or call +1 (267) 391-5762.