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We are sure you will love your new rug, in the case you would like to return your rug for any reason we will issue a full refund.

  • Some rugs require a 'settling' period to flatten and a few hoover cycles for loose yarn, this does not mean it is damaged.
  • Loose Pile in handmade/handknotted/handtufted/handwoven rugs, uneven pile, pile shedding, rugs slightly unstraight, uneven sizes, abrush colour (uneven shades) is not damaged/defect but characteristic of the rug.

 You must inform us of your intent to return within 14 days of your order being delivered. The item must be delivered back to us within a further 14 days at your cost, in the same condition as it was received, packed in waterproof wrapping, taped and labelled at customers own cost. We will issue a full refund (minus any delivery costs) once we have received and checked the returned item(s). Generally, intent of order cancellation and return must be completed within 28 days of delivery.

Damaged Items

All item(s) are photographed and thoroughly checked before they are packed for dispatch, any damaged/defected item(s) will not be released for delivery. If you still feel you have received a damaged item you must inform us in writing within one day of delivery, pictures of the damage must be included. After approval from us a replacement will be sent out and the damaged piece collected.

If the item(s) are damaged in transit you must note ALL damages on the courier delivery/packing note “proof of delivery” before signing and accepting goods. Pictures must also be taken as soon as possible, otherwise a damage claim will not be accepted by courier and therefore unacceptable by us. Please ensure you thoroughly check the outer packaging to look for courier damages before signing for the item(s).

Cancellation Policy:

Orders can be cancelled up until time of being booked for collection with the courier. After this point cancellation can not be gauaranteed and order may be delivered. Any intent to cancel after dispatch of order will need to be treated as a return.

Sale / Offer

All items included for free, as a gift or at a discounted price as part of a deal e.g. due to a purchase of another item(s), must be returned along with the purchased item(s) without a reminder. This item must also be returned as new in the condition received. If the offer item is not returned or not in the condition as received, The Rug World reserve the right to charge full price as listed on our website. This amount will be deducted from your refunded amount.

Bespoke / Special Rug orders and Carpet / Vinyl / Laminate orders

  • Special/bespoke orders are non refundable/non exchangeable.
  • Carpet/vinyl/laminate are non refundable/non exchangeable.