We pride ourselves in carrying high quality items and we hope that you will be pleased with your order. Nevertheless, rest assured that you can return any item purchased on our Website within 7 days providing that it is unused and in it's original packaging.

We want you to be 100% completely satisfied with your rug. If for any reason you wish to return your rug for a replacement or refund, you must first contact our Sales Team by email or on our Sales number: 01704 500 843, within 48 hours of receipt of your rug. Please include your name and order (invoice) number in the email.

You will be issued with a RAN (Return Authorization Number), which must be written on the parcel upon return.
Please return the parcel/s WITHIN 7 days to the following address: 

Rug Studio,
45/47, Eastbank Street
Southport
PR8 1DY.

When returning goods, you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING OR ORIGINAL DELIVERY PACKAGING AND CORRECTLY SEALED (do not use thin plastic wrapping such as bin liners). Please do not fold the rug or use any tape on the actual rug as this will damage the product. No refund will be issued if goods are badly wrapped and damaged in transit.

THE CUSTOMER IS RESPONSIBLE FOR ALL DELIVERY CHARGES RELATING TO RETURNS AND REPLACEMENTS.  Refunds will be scheduled within 30 days from the rug being received by us - in the same, as new, condition it was sent.  Also a £10 restocking fee may be applicable.

If a rug is returned to us used, damaged or dirty no refund will be issued. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month.

Rugs returned without a RAN (Return Authorization Number) or more than 7 days after the RAN was issued may be refused or incur a 20% service fee.

All refunds will be processed within 30 days of cancellation of your order.

* Please remember that whilst every effort is made into accurately reproducing the colours of each rug, we do not accept any responsibility should there be a misrepresentation of colour.  Our rugs cannot be construed as faulty should the colour vary from the colour displayed by your computer screen. You may still return the rug but it will be at your own cost.  Our suggestion to customers is that you consider our terms carefully before purchasing online.  We do have a showroom where it is possible for our rugs to be seen, for colour and texture purposes, before actually purchasing.    -                    

* Please also note that wool rugs are prone to shedding, some more excessive than others.  The shedding is a natural process and NOT a fault, therefore, the shedding of a wool rug cannot be construed as faulty.  You may still return the rug but it will be at your own cost.     -                                                                                                                                                                                     

* Also, whilst we endeavour to ensure the accuracy of sizing, the sizes stated for all rugs on the site are approximate and should be used for guidance only. We do not accept responsibility for any rugs that are not exactly the size stated as slight variations often occur.

*Please Note:  Returns are not accepted for Bespoke Orders or Made to Measure orders.  Once an order of this nature has been placed, it is passed to the Manufacturer for production and cannot be cancelled.

FAULTY RUGS OR DELIVERY ERRORS

All our rugs are thoroughly checked before being dispatched to you. However, you should inspect the goods when you receive them and notify us of any defects or damage or if you have been sent the wrong rug. If the rug is found to be damaged or defective on delivery to you, we will either replace the rug, provide an agreed alternative or offer a full refund.
In the unlikely event that there is a manufacturing fault or you have been sent the wrong rug, please contact us at sales@therugcompany.co.uk or call us on 01704 500 843 within 48 hours of receipt of your rug. Please include your name, order number and nature of the fault in the email.

Please Note, that wool rugs are prone to shedding, some more excessive than others.  The shedding is a natural process and NOT a fault.  The shedding of a wool rug cannot be construed as faulty.
 
Upon receipt of the faulty rug we make a full inspection and if the fault is confirmed we will either dispatch a replacement rug to you at no extra cost or give you a full refund, whichever you prefer.
If the returned rug is found not to be faulty when we inspect it, then the customer is responsible for all delivery charges related to the return and replacement.  A replacement will not be dispatched until delivery charges have been received and cleared. In cases where a refund is requested, then a £10 restocking fee may be charged.

ORDER CANCELLATIONS

You are entitled to cancel your order at any time before it has been dispatched.  However, once an order has been dispatched, it cannot be cancelled. You will need to follow the Returns procedure above for your refund. All refunds will be processed within 30 days of cancellation of your order.  Please Note, Returns are NOT accepted for Bespoke orders or Made to Measure orders.  Once an order of this nature has been placed, it is passed to the Manufacturer for production and cannot be cancelled.

COMPLAINTS

If you have a complaint about any aspect of TheRugCompany.co.uk service, please contact our Customer Service department: sales@therugcompany.co.uk All complaints are acknowledged within 5 working days. Complaints arising from mis-delivery, or goods damaged on arrival are dealt with immediately. We promise to keep you informed and to process and settle your complaint as quickly as possible.

QUERIES

If you have any queries or need further clarification on our returns policy, please contact our team by email: sales@therugcompany.co.uk  or call 01704 500 843.