Terms of Supply

Effective date: 17th September 2025

Introduction

These are the terms of supply for products ordered on ruggable.com.au . The Site is operated by or on behalf of Ruggable Australia Pty Limited (we, us and our). We are a proprietary limited company, registered in New South Wales, Australia with our headquarters at Level 12, 60 Carrington Street, Sydney, NSW, 2000, Australia.

Your purchase of any of the products offered on the Site (Products) is subject to these terms and by placing an order for any Product you agree to be bound by them. You should print a copy of these terms for future reference. Use of the Site itself is subject to our Website Terms of Service. Use of your personal information submitted to or via the Site is governed by our Privacy Policy and Cookie Statement.

IMPORTANT INFORMATION:

Our Products come with guarantees that cannot be excluded under Australian Consumer Law. However, to the extent possible under law:

- we disclaim any and all warranties of any kind (whether expressed or implied) in relation to a purchase made through our website and/or our Products;

- we will not be liable in contract, tort, or otherwise for any loss, damages, costs or expenses, including consequential losses, whatsoever suffered or incurred by you arising out of or in connection with these terms; and

- our liability for losses you suffer as a result of us breaching these terms is strictly limited to the purchase price of the Product you purchased.

We reserve the right to change these terms from time to time by changing them on the Site, although no such change will affect any order you have already placed with us. These terms were last updated on 11th July 2025.

Ordering and Availability

To order any Product, you must be at least 18 years of age. By doing so, you confirm to us that you meet this requirement.

Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the "Pay now" button on the checkout page.

After placing an order, you will receive an acknowledgment from us that we have received your order and giving you an order reference number. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy the Product(s) ordered. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order. You do, however, acknowledge that by clicking on the "Pay now" button, you enter into an obligation to pay for the Product(s). Where we accept your order, we will confirm such acceptance by sending you a confirmation (Order Confirmation). The contract between you and us in relation to the Product(s) ordered (Contract) will only be formed when we send you the Order Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract, subject to these terms.

The Contract will relate only to the Product(s) which have been confirmed in the Order Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until such Product(s) have been confirmed in a separate Order Confirmation.

We will make every effort to fulfil any order that is subject of an Order Confirmation, but we do not guarantee that the Products advertised will always be in stock. If we have provided you with an Order Confirmation and the relevant Product is subsequently not available, we will refund you for your order as soon as practicable.

We take all reasonable measures to ensure that details, measurements, and descriptions of Products shown on our website are accurate and up to date, but there may be variations between these and the Products themselves. We reserve the right to vary the details, measurements, and descriptions of our Products on our website at any time and without notice. However, if any such variations impact your order, we will notify you and give you the opportunity to cancel your order for a full refund.

From time to time, certain new Products may, where indicated on the relevant Product page, be pre-ordered (i.e. you may place an order before the relevant Product has been generally released and become available on the Site). Where this is the case, the availability date will be shown on the relevant Product page.

Delivery

We will aim to fulfill your order by the dispatch date set out in the Order Confirmation or, if no dispatch date is specified, then within 30 days after the date of the Order Confirmation subject to any delays to dispatch caused by exceptional circumstances (in the case of pre-order Products, dispatch will be delayed until the Product is available for dispatch). Dispatch information is indicative only. We cannot guarantee dispatch dates or times. We will try to let you know if we expect to be unable to meet our estimated dispatch date, but to the extent permitted by law, we will not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late or delayed dispatch.

If you place a pre-order before the availability date shown on the relevant Product page (and we accept it), we will aim to dispatch the Product(s) by the dispatch date set out in the Order Confirmation or within 10 days after the availability date.

Your order will be delivered to the delivery address within Australia you specify when placing your order from time to time. If your delivery address is geographically remote, for example certain remote or regional areas, and outlying islands or other isolated locations, it is possible that we may not be able to deliver to that address. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses.

Products comprised within the same order cannot be delivered to different addresses. We do not provide or guarantee delivery dates or times. Deliveries are made by our appointed carrier for Australia (currently FedEx) and generally take place on Monday to Friday excluding bank and public holidays. It is not possible to specify a precise date or time at which a delivery will take place. Please note that the courier may require deliveries to be signed for. To the extent permitted by law, we will not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late or delayed delivery.

Deliveries will be made to your door, the reception or mail room of your building, or at a designated pick-up location determined by the carrier if delivery to your address is not possible. Our carrier will not be responsible for any additional carrying, unpacking or positioning of Product(s). If you order a large, heavy or bulky Product, you should check carefully, before ordering, that its dimensions (allowing for packaging) will allow it to pass freely through the doorways, corridors and if relevant, stairways of the delivery address.

No International Delivery

The Site is intended for use by customers whose shipping address is in Australia. We are unable to ship to addresses outside of Australia. You may place an order for Products from outside Australia, but this order must be for delivery to an address in Australia. We reserve the right to cancel your order should your shipping address not be in Australia.

Gift Cards

Where we offer gift cards for sale (at our discretion), any ordered gift cards will be delivered to the email address provided at checkout. We will not be responsible for stolen gift cards or for unauthorised use of any gift cards. We may refuse or suspend gift cards where we suspect fraud, mistake or violation of law. Gift cards are not debit or credit cards. Use of the gift card is limited to the amount of funds held on the gift card. The full amount of each purchase will be deducted from the funds held on the gift card, up to the total funds available on the gift card. If you make a purchase and there are insufficient funds held on the gift card to cover that purchase, you must pay the difference in accordance with the ‘Price and payment’ terms below. Resale of gift cards or use for unauthorised advertising, marketing, sweepstakes or other promotional purposes is strictly prohibited. Gift cards are valid for 3 years from purchase date. Any unredeemed balance that remains on the Gift card after the 3 years will be voided and will not be available for use.

If you have a query about your gift card or wish to check any remaining balance on a gift card please contact us at support@ruggable.com.au.

Risk and Ownership

The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on the later of the delivery or collection of the Products (as the case may be) and full payment of all sums due in respect of the Product(s), including any delivery charges.

Price and Payment

The price of Products is as quoted on the Site from time to time. The price you will be charged is the price applicable at the time you place your order. We reserve the right to change the price of our Products from time to time and without notice, but any changes in price will not affect orders that have already been placed.

Prices are in AUD (Australian dollars) and include Goods and Services Tax (GST), and we do not charge delivery costs at this time to the delivery address provided.

The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge you the lower amount. If a Product’s correct price is higher than the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order, provide you with a refund and notify you of such rejection.

We may use a third-party payment processor (Payment Processor) to process your payments for Products. The processing of payments will be subject to the terms, conditions and privacy policies of the Payment Processor in addition to these terms. We are not responsible for error by the Payment Processor. By clicking the "Pay now" button on the checkout page, you agree to pay us, through the Payment Processor, all charges at the prices then in effect for any Product(s) ordered in accordance with the applicable payment terms and you authorise us, through the Payment Processor, to charge your chosen payment provider (Payment Method). You agree to make payment using that selected Payment Method.

We reserve the right to correct any errors or mistakes that the Payment Processor makes even if it has already requested or received payment.

The terms of your payment will be based on your Payment Method and may be determined by agreements between you and the financial institution, credit card issuer or other provider of your chosen Payment Method. If we, through the Payment Processor or otherwise, do not receive payment from you, you agree to pay all amounts due upon demand. If your Payment Method is not authorised or accepted, we reserve the right to cancel your order with no further liability or obligation to you. We reserve the right to stop accepting credit cards from one or more issuers at any time.

You should be aware that online payment transactions are subject to validation checks by your card issuer and we are not responsible if your card issuer declines to authorise payment for any reason. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. We are not responsible for this.

If our online systems flag that a purchase may be fraudulent, then we may need to cancel the order. If your order is cancelled for this reason, our customer care team will contact you to advise you of the cancellation and we will issue you a full refund (which will be credited to the payment method which was used to place the order. From time to time, we may run promotions where we issue discount codes. These can be used in part-payment of the price of Product(s) ordered online, subject to the terms under which they were issued (as indicated in our relevant promotion from which you got the code). Discount codes can only be used once, and only during the period of validity stated and only in respect of the relevant Product(s) stated. Discounts do not apply to licensed items (e.g., ‘Disney’), sale items, swatches or gift cards and cannot be combined with any other offers or redeemed for cash.

Change of mind returns during the ‘Return Period’

You deserve the confidence of knowing your purchase is worry-free. That is why we created The Life Happens Guarantee: a 30-day return period during which you may initiate a return of your Product(s) for a change of mind for a refund. You may initiate the return of your Product(s) at any time after placing the order up to 30 days after the date of delivery of the Product(s) to you (in its entirety) (‘Return Period’) (subject to the return fees outlined below).

If you cancel your order within the first 24 hours of placing your order (prior to the order having shipped), you will be eligible for a full refund and you will not be responsible for any costs and charges associated with returning your Product(s) to us.

Otherwise, if you initiate the return of your Product(s) during the 30-day Return Period, you will receive a full refund of the price you paid for the Product(s) in accordance with our refunds policy. However, you will be responsible to pay our costs for arranging the return of the delivered Products to us as set out below.

You also have rights under the Australian Consumer Law (“ACL”) and nothing in these terms will limit or affect your rights as a consumer under the ACL, for example to obtain a remedy because the Product does not meet the acceptable quality guarantee under the ACL.

Process to initiate the return of your Product(s) during the ‘Return Period’

To initiate the return of your Product(s) during the 30-day 'Return Period" for a change of mind refund, you must email support@ruggable.com.au with your name and order number.

Ruggable will arrange for collection of the returned Product(s) though its designated carrier. You will be responsible to pay the return delivery charge based on the size of your purchased Product(s) and the State/Territory where the Product(s) will be posted from. For additional information, please see our full Return Policy.

Lost Parcels

If your purchase fails to arrive within 5 business days of dispatch, you should firstly contact the relevant delivery carrier with the tracking information that we have provided you. If the delivery carrier is unable to assist, you may ask us to investigate the delivery of your order. We will then investigate the delivery of your order and, if we are satisfied that the non-arrival of your order was attributable to us or the delivery carrier, then you can choose whether to have a replacement sent or a refund issued (which will be credited to the payment method which was used to place the order).

We may refuse to make future deliveries to addresses that we consider to be unsecure. In this event, you will be contacted by our customer service team and asked to provide an alternative delivery location for future purchases.

Disclaimer and limitation of liability

You have rights as a consumer under the Australian Consumer Law in relation to goods supplied by us, and nothing in these terms is intended to limit those rights. However, except to the extent those rights apply, we disclaim any and all warranties of any kind (whether expressed or implied) in relation to an order made through our website and/or our Products.

Except to the extent required by law, we will not be liable in contract, tort, or otherwise for any loss, damages, costs or expenses, including without limitation for any consequential, special, incidental, indirect, or exemplary damages of any kind or for loss of profits, loss of business, loss of anticipated savings, loss of opportunity, loss of data, or any other indirect or economic losses whatsoever suffered or incurred by you arising out of or in connection with these terms.

Without limitation to the foregoing, except to the extent required by law, our liability for losses you suffer as a result of us breaching these terms is strictly limited to the purchase price of the Product you purchased.

Events Outside Our Control

To the extent permitted by law, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control (Force Majeure Event).

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes, in particular (without limitation) the following:

(a) strikes, lockouts or other industrial action;

(b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

(c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

(d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e) impossibility of the use of public or private telecommunications networks; and

(f) the acts, decrees, legislation, regulations or restrictions of any government.

Our performance under these terms is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance during that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under these terms may be performed despite the Force Majeure Event.

Severability

If any part of these terms is held by a court or other competent authority to be invalid unenforceable, or in conflict with the law, that part is limited or eliminated to the minimum extent so that these terms otherwise remain in full effect.

Governing Law

These terms are governed by and construed in accordance with the laws of Australia and you hereby irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia.

Interpretation

The headings used throughout these terms are provided for your convenience and do not affect the meaning of these terms.

Contact Us

If you have any questions about these terms or if you would like to give us feedback or notice, you can contact us in the following ways:

Email: support@ruggable.com.au (for returning items please contact us and visit the return policy for details)

How do I return a Ruggable product for a change of mind?

If you live in Australia and would like to return your order for a change of mind within the 30-day return period, please contact our Customer Care Team at support@ruggable.com.au to arrange for a collection of the returned product(s) through our designated carrier. Please note our return fees* below:

*Returns Processing Fee

*Return fee is per item. The fee goes to the carrier.

At this moment in time, we do not offer exchanges for different products for customers living outside the United States, Europe or the United Kingdom, and do not provide store credit. Unfortunately, Products cannot be returned to any store. Any items purchased from https://ruggable.com.au/ can be returned due to a change of mind for a full refund (subject to delivery fees of the return) if you initiate a return for your order within 30 days of the delivery date. 

What is your return policy?

Any items purchased from https://ruggable.com.au/ can be returned due to a change of mind for a full refund (subject to delivery fees of the return) if you initiate a return for your order within 30 days of the delivery date.

We understand that you may have made our products a part of your home or tried washing the products to see if they live up to our washability promise. Don’t worry about your returned item(s) having some pet fur on them or signs of normal wear and tear, we will still honor The Life Happens Guarantee.

However, if the returned item(s) are in a condition that exceeds normal wear and tear (to be determined in Ruggable’s sole discretion), such items(s) will not be refunded.  

Note: Returned items must be shipped back in the original packaging, or similar packaging that will prevent item(s) from damage whilst in transport. You will be responsible for the cost and risk of returning the item to us, except in the case of faulty items. 

Where you have initiated the return of your product(s) you must return the product(s) to us within 14 days of having initiated the return for such product(s).

The above policy for change of mind returns does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your Product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund or any drop in value of the Product (if you choose to keep it).

If you have purchased a Product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a Product with a minor fault, we can choose to give you a free repair or a replacement or refund.

Products returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.