Returns and Refunds
Here at The Rug Centre we believe that the customer service we provide is as important as the rugs we sell. We want to make sure not only that you are happy with your purchase, but that our team has made your shopping experience a positive one. If an issue arises with a rug that you have selected for purchase, please tell us about it by email or phone (see Contact Us) and we will do our best to provide a solution. Our return and refund policy is there to ensure that you are satisfied with your experience doing business with us. With the exception of custom made rugs (please see our Terms & Conditions page for terms applicable to custom made orders), below are our standard policies for all returns and refunds.
Want to return a rug?
We recommend that you read the whole of this page to start the returns process.
Upon receipt of your rug:
We know you are excited to receive your purchase, however, before you do, a few pointers to remember:
- Please carefully inspect the packaging upon receipt. In the event the item appears to be damaged or soiled (e.g. the plastic packaging is ripped through or partially opened) do not accept the delivery and ask the courier to return it to the sender.
- In the event that you are unable to inspect the rug at the time of delivery, please write “not inspected” when signing for the delivery. By signing for the item you are accepting that you have inspected the item and it was not damaged in transit.
- Please remove the rug from the packaging carefully (you may need to use that packaging in the event you decide to return the item back to us) and carefully inspect it.
Please notify us immediately of any issues.
Within 14 days:
Changed your mind? You may inform us you want to return the item(s) you purchased from us for up to 14 days (from day of delivery) with no questions asked for a full refund. Returned items must be in new and unused condition. Please note that by “refund” we mean the purchase price you have paid for the item only, not for additional delivery charges which you might have paid.
You may arrange to get the item(s) returned to us yourself, or we can organise it for you using our courier for a fee. If you decide to use our courier service, we will inform you of the fee and courier details and collection information. The fee is variable depending on your location, on the weight, dimensions and size of packaged rug. We will send you instructions and if suitable a video to show you how to pack the rug, as well as the label you will need to print off from the courier to put on the package.
Please remember that as handmade items, the rugs are beautifully imperfect and sometimes the design contains deliberate flaws or the colours vary slightly through the rug. Additionally some shedding is a natural characteristic of handmade rugs or sometimes some uneven lengths can appear in the pile, neither is deemed to be a fault.
Out of stock item:
We are constantly updating our collections and stock lists, however, on rare occasions some items do go out of stock at short notice. If you make a purchase and your item turns out to be out of stock, you will be entitled to a full and immediate refund.
Should you decide to return the rug(s) after informing us within the 14 days, remember to state whether you will be arranging the return yourself, or whether you would like us to arrange a courier to pick up the item from you.