Refund policy

Returns & Exchanges

If you wish to request a return or exchange, please contact us at support@thekickoffstudio.com within 7 days of receiving your order.

To be eligible for a return or exchange, rugs must meet the following conditions:

  • The rug must be unused and in original condition

  • The rug must not show signs of wear, marks, stains, or damage

  • The rug must be returned in its original packaging

Rug Measurements & Design Disclaimer

Please note that not all rugs will be the exact listed measurements. Our rugs are produced to best match the proportions of the graphic design in order to achieve the highest possible quality, clarity, and visual accuracy.
Minor size variations may occur and are not considered defects.

Rugs may also slightly differ from product images in order to produce the highest quality graphic. An example of this small text or images being removed. 

We cannot accept returns or exchanges if:

  • The rug has been used, installed, or altered

  • The rug is damaged due to improper handling or use

  • More than 14 days have passed since delivery

Exchanges are only available for the same rug design (for example, if a manufacturing issue is approved). We do not offer exchanges for a different design.

If the rug you ordered is out of stock, we will provide a full refund. For all other approved reasons, we offer exchanges only, not refunds.

Please note that our returns address is located in Australia, and return shipping costs are the responsibility of the customer unless the item is deemed faulty.

Damages & Issues

Please inspect your order as soon as it arrives.

If your rug is defective, damaged, or you receive the incorrect item, please contact us immediately at support@thekickoffstudio.com with clear photos of the issue.
If we are not contacted within 3 days of delivery, we will be unable to assist.

Once we assess the issue and confirm a fault, we will organise a replacement rug or appropriate resolution at no additional cost to you.

If more than 14 business days have passed since your return or replacement was approved, please contact us at support@thekickoffstudio.com.

Order Cancellations

We understand that sometimes plans change.

If you wish to cancel your order, please contact us as soon as possible at support@thekickoffstudio.com.

  • A £5 cancellation fee applies to all cancelled orders

  • This fee covers transaction fees, processing, and staff handling costs

Please note:

  • Once an order has been processed or shipped, it cannot be cancelled

  • Approved cancellations will be refunded minus the £5 fee, provided the request is received before dispatch

By placing an order with The Kick Off Studio, you agree to this cancellation policy.