Here at The Rugs Warehouse 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 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 or replace a rug?
We recommend that you read the whole of this page, however, if you are in a hurry, please fill in the form at the bottom of the page to start the returns or replacement process. Completing the form will notify us of your requirements and our team will work with you to make the process as smooth as possible.
Upon receipt of your rug
We know you are excited to receive your purchase, however, before you do, a few pointers to remember:
Please promptly notify us of any issues.
Within 14 days
Changed your mind? No problem. You may 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. For the avoidance of doubt, any optional delivery charges chosen by you (such as a before noon or a Saturday delivery request surcharge or international delivery charges) cannot be refunded as they would have been paid to the courier for the services rendered.
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, the collection fee will be between £15 and £40 depending on the weight & dimensions. Please note that the following only applies if you request us to arrange the return: small rug (up to 90cm width) - £15, medium rug (up to 120cm width) - £15, large rug (up to 180cm width) - £25, X-large rug (up to 200cm width) - £25, XX-large rug (up to 300cm width) - £40. Please note that the return fee will be significantly higher for customers from Northern Ireland, the Scottish Highlands, Remote Islands, and locations outside the United Kingdom.
Please be aware that different colour display settings on computer monitors/electronic devices can have an effect on the appearance of colours in images. Whilst every effort is made to accurately reproduce the appearance of each rug we stock - we cannot accept any responsibility for colour and shade variations caused by your device. Unless custom made (see our T&Cs for custom items), the rug can still be returned for a refund if the colours do not work with your decor and/or are not to your liking, however the return costs will still be the responsibility of the customer.
Faulty item
Faulty item? Unusual but unfortunately it happens. Please inform us within 48 hours of receipt by using the form at the bottom of this page. Submitting the form will notify us of the problem and our team will be in touch to arrange a replacement for you as quickly as possible and at no extra cost.
Please note: Shedding is a natural characteristic of deep pile rugs and is not deemed to be a fault. This is common in wool and viscose rugs and should be taken into consideration when choosing suitable rugs for your home. Please contact us if you would like to arrange a consultations on the best suited rug types for your specific home environment (i.e. weather, traffic and budget, to name a few factors).
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.
Returns & Replacement Procedures
Should you decide to return or replace an item, please let us know by filling in the form at the bottom of this page. Please 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.
Whether you are returning in person, through a courier arranged by you or through a courier arranged by us, please carefully rewrap the item in the original packaging, adding additional packaging as needed. Please note that we will not accept unwrapped or inadequately wrapped items and they will be returned to you. The packaging must be sufficient to protect the item during transit and be waterproof. Cling film, bin liners and similar plastic packaging are not adequate or appropriate, and items wrapped in such manner will be returned back to you and are unlikely to be covered to the courier's insurance if damaged in transit.
Please note that any refund will be given once the item(s) is/are back in our warehouse and found to be in the same condition as was dispatched. The item(s) must be returned undamaged, in the original condition and packaging. Items found not to be in their original new and unused condition will be rejected.
Please note that the returning item(s) must be returned to us within 1 month of receipt (i.e. returns request made within 14 days of receipt and rug(s) returned to us within 14 days of your authorised returns request). Should you envisage difficulty meeting those Consumer Legislation prescribed time frames, these may be extended by prior agreement on a case by case basis before the initial 14 days notification period expires. Returns or swaps requested 30 days or more after delivery will not be accepted. Returns notified 15 days or more after delivery will not qualify for our courier collection service, and the customer will need to make their own arrangements to return the rug(s) back to us.
We welcome multiple item orders and value our repeat customers. We have, however, noticed an increase in multiple item orders that result in immediate return of all or all but one rug. This impacts on our ability to continue to offer free standard delivery and subsidised return courier to our mainland UK customers. Therefore, please note that if you order three or more similar sized rugs of different colour and/or design (whether in one order or several orders) and subsequently decide to return all or all but one item, you will need to make your own return arrangements for those item(s) i.e. the return with our courier option would not be applicable to such orders.
