Refund & Returns Policy

Last updated: 2 July 2026

At Rugabub, we created our Play Mats and Rugaroo Dolls to be safe, durable, beautifully designed and made to last. We genuinely hope you love your purchase as much as we do.

If something isn't quite right, we're here to help.

Please Inspect Your Order

We kindly ask that you inspect your order as soon as it arrives.

If you believe your Rugabub Play Mat, Rugaroo Doll or accessory has arrived damaged, is faulty, or is not as described, please contact us at hello@rugabub.com.au within 2 days of delivery and include photographs where possible.

If the item is confirmed to be faulty or incorrect, we will arrange a replacement, repair or refund in accordance with the Australian Consumer Law.

Rugaroo Dolls

If you've changed your mind, please contact us within 2 days of delivery.

Change of mind returns must:

• Be returned within 30 days of delivery.
• Be returned at the customer's expense.
• Be in brand new, unused condition.
• Include all original packaging, tags and accessories.

If the item is found to be faulty, Rugabub will cover the reasonable return shipping costs.

Original shipping charges are non-refundable unless required under Australian Consumer Law.

Rugabub Play Mats

If you've changed your mind, please contact us within 2 days of delivery.

Change of mind returns must:

• Be returned within 30 days of delivery.
• Be returned at the customer's expense.
• Be returned in their original condition.
• Include all original packaging, protective wrapping and Velcro straps.

Because Play Mats are oversized freight items, customers are responsible for arranging and paying for return shipping on change of mind returns.

Order Cancellations

Orders, including pre-orders, may be cancelled before they have been dispatched from our warehouse.

Approved cancellations before dispatch are subject to:

• A $10 administration fee; and
• An additional 10% processing fee for orders paid using Afterpay (to cover non-refundable transaction fees charged to Rugabub).

Once a shipping label has been created, your order is considered dispatched and our standard return policy applies, as shipping costs have already been incurred.

International Orders

We encourage our international customers to carefully review product sizes, colours and descriptions before placing an order, as international return shipping can sometimes exceed the value of the product itself.

If you'd like additional photographs or videos before ordering, we're always happy to help.

International customers are responsible for all return shipping costs unless the product is faulty or otherwise required by applicable consumer law.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return.

Where a refund is approved:

• Refunds will be issued to your original payment method.
• Original shipping charges are not refundable unless required by law.
• Return shipping costs remain the responsibility of the customer for change of mind returns.

As we subsidise a portion of our shipping costs, $5.50 will be deducted from approved change of mind refunds to recover part of this subsidy.

Sale Items

Change of mind returns are not accepted on sale items or products purchased using discount codes.

This does not affect your rights under the Australian Consumer Law.

Seconds Items

Products sold as "Seconds" are discounted because specific imperfections have been identified and disclosed before purchase.

Returns or refunds will not be accepted for those disclosed imperfections.

However, this does not limit your rights under the Australian Consumer Law should the product have an unrelated major fault.

Australian Consumer Law

Nothing in this Refund & Returns Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Where a product has a major fault, is not of acceptable quality, is not fit for purpose or does not match its description, you may be entitled to a repair, replacement or refund as provided by law.

Our Right to Decline Returns

Rugabub reserves the right to decline returns that:

• Are submitted outside the applicable return period.
• Have been used, damaged or altered after delivery.
• Are returned without their original packaging where packaging is required for safe transport.
• Do not meet the conditions outlined in this policy.

This does not affect any rights you may have under the Australian Consumer Law.