Refund policy

Return and Refund Policy

At A.K O'CONNELL & B.M O'CONNELL (operating via 1gx1ms-wh.myshopify.com), we take immense pride in the craftsmanship, texture, and elegance of our home floorings. Whether you have chosen our plush Cut Pile Carpets for their velvety luxury or our resilient Loop Pile Carpets for their timeless durability, we want you to be absolutely delighted with your purchase.

If for any reason your selection does not perfectly fit your living space, we are here to ensure your return and refund experience is smooth, transparent, and hassle-free.

30-Day Satisfaction Guarantee

We offer a 30-day return window, which means you have 30 calendar days from the date you receive your item to request a return.

To be eligible for a standard return:

  • The carpet must be in the original condition that you received it—unused, uninstalled, unstained, and free of any odor, pet hair, or damage.

  • The item must remain in its original protective packaging, with all labels, care tags, and certificates intact.

  • You must provide a valid proof of purchase (such as your order confirmation, invoice, or receipt).

How to Initiate a Return

  1. Contact Us First: Please send an email to our Customer Care Team at [email protected] with your order number, clear photographs of the carpet, and the specific reason for your return.

  2. Review & Approval: Our team will review your request within 24 to 48 hours. Once approved, we will issue a Return Merchandise Authorization (RMA) along with detailed instructions on how to wrap and dispatch your carpet.

  3. Ship Your Package: Securely package your rug to prevent damage during transit and post it to our official returns facility:

    Return Address:

    21/98 Seagull Avenue, Mermaid Beach QLD 4218, Australia

Please note: Items sent back to us without prior authorization will not be accepted.

Damages, Defectives, and Incorrect Deliveries

We inspect every cut pile and loop pile carpet prior to dispatch. However, if your product arrives with visible shipping damage, manufacturing defects, or if you received the incorrect item:

  • Contact us immediately at [email protected] within 48 hours of delivery.

  • Include clear photos or videos of the damaged packaging and the affected carpet area.

  • Upon verification, we will arrange a complimentary replacement or issue a full refund at no extra cost to you, including covering all return shipping charges.

Non-Returnable & Exempt Items

Certain items cannot be returned due to hygiene, customization, or clearance constraints:

  • Custom-cut or bespoke-measured carpets.

  • Clearance, final sale, or promotional gift items.

  • Items damaged due to improper installation, cleaning, or normal wear and tear.

Shipping Fees for Returns

  • Customer Preference Returns: If you are returning an item due to a change of mind, sizing error, or personal style preference, you will be responsible for paying the direct return shipping costs.

  • Defective/Incorrect Deliveries: If the return is due to our error or a defective product, we will provide a prepaid shipping label or fully reimburse your return freight fees.

Refunds Process & Bank Timelines

  1. Inspection: Once your return arrives at our Mermaid Beach facility, our inspection team will examine the item to confirm its condition.

  2. Notification: We will notify you via email regarding the approval or rejection of your refund within 3 business days of receipt.

  3. Processing: If approved, your refund will automatically be credited back to your original payment method (Credit Card, PayPal, etc.).

  4. Posting Time: Please keep in mind that it usually takes 5 to 10 business days for your bank or credit card company to process and post the refund to your account.