We are committed to providing exceptional customer service. Should an issue arise with a rug that you have selected to purchase from The Rugs Warehouse, please notify us by email so that we can provide you with the ideal solution. Our return and refund policy is intended to ensure that you are satisfied with your experience doing business with us. Please read below to learn more about our standard policies for all returns and refunds.
Upon receipt of your rug
Please carefully inspect the packaging. In the event the item appears to be damaged or soiled (e.g. the plastic packaging is ripped through) 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 receipt, 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 promptly notify us of any issues.
Within 14 days
You may return the item(s) you purchased from us for up to 14 days with no questions asked for a full refund. Please note that by "refund" we mean the purchase price you have paid for the item. For the avoidance of doubt, any delivery charges (such as a before noon or a Saturday delivery request surcharge) 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 fee will be between £8 and £12.50 depending on the weight, dimensions and ability to print a label. Please refer to the table below. Our size guide table can be found in the 'Delivery ' information page. 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.
Should you decide to return an item you must contact us at [email protected] stating your order number as the subject of the email. Please also state whether you will be arranging the return yourself, or whether you would like us to arrange a courier to pick up 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.
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 but one rug. This impacts on our ability to continue to offer free standard delivery to our mainland UK customers. Therefore, please note that if you order three or more rugs of different designs and subsequently decide to return all but one item, you will be charged the return delivery fee of between £16 and £24 per rug being returned.
In the extremely rare case that your item(s) is/are faulty and provided you informed us within 48 hours of receipt at [email protected] stating your order number as the subject of the email, we will arrange a replacement for you 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. If requested, we also provide upon request consultations on the ideal rugs for specific home environments (i.e. weather, traffic and budget, to name a few factors).
Out of stock item
On rare occasions some items may go out of stock for short periods of time. 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.