Returns Policy
Standard Ranges
We know it’s not always easy to buy online so we offer free exchanges and an easy returns option. We also offer samples of most of our best selling rugs for a better idea of how it will look in your home.
If you are not 100% happy with your standard range purchase it can be returned for a full refund. We must be notified within 14 days of delivery that you wish to return it. If there is a flaw or fault with the item when it arrives we must be notified within 48 hours of delivery. Please bear in mind that colours will appear different on every screen. Samples of some ranges are available (for a refundable deposit) and we recommend checking colour and suitability before ordering. There are deviations possible of up to +/- 5% in rug sizes.
We use a fully insured tracked service for our deliveries and we recommend the same level of courier service for a return. The website www.parcel2go.com offer a variety of tracked services from the major couriers.
Courier costs for larger packages have increased disproportionately over the last months so we can help to reduce the cost of UK returns by arranging the collection on our courier account and deducting the amount we are charged from the refund. For rolled rugs up to 180cm the charge is £20 and for over 180cm the charge is £25. For collections the courier will bring the returns label, so there is no need to print anything – but please bear in mind couriers do not give time windows for collections as they do for deliveries. We can arrange the day, but not the time.
Items must be received back in original packaging and be in a resaleable condition. Once returned the refund will be applied back to your original payment card within 14 days.
Return postage and packaging costs are non-refundable unless the item is faulty. When returning an item please ensue all items are securely rewrapped in their original packaging and return in the same condition it was received. Please include your name, address and order number on the return packaging so we can connect the returned item to your order as quickly as possible.
We may make a deduction to the reimbursement if the value of the goods has been reduced as a result of excessive handling.
Exchanges
If you feel another design may work we can offer a free exchange. This is only available for UK customers and we must be notified within 14 days of the delivery of the first order.
Made to Measure and Custom Sized Mats and Rugs
Floor coverings cut from a roll or made to a specific size cannot be returned for a refund unless delivered damaged or with a manufacturing fault. This includes made to measure mats, custom sized rugs, and any other floor covering cut from a roll or specially manufactured to order. All damages or order errors must be reported immediately on receipt of your order.
Colours will appear different on every screen. Samples of most ranges are available for a refundable deposit, and we recommend checking colour and suitability before ordering. There are deviations possible of up to +/- 5% in bespoke rug sizes.