30 Day Money Back Guarantee Rug House carefully selects its products and hopes you will be happy with your purchase, however there may be times when you feel you need to return an item to us.
Our return's policy is simple and the "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart, you can return it direct to us.
Unwanted Item/s
There is no need to worry if you have had a change of heart with your purchase, just simply call our customer service team on (0845) 838 0628 within the 30 days of receipt for a full refund of goods. The costs of returning goods to us shall be borne by you.
Please note however, that all returned goods must be in a full un-used condition, unless the item(s) are faulty or defective.
PLEASE NOTE: ONCE YOU HAVE USED YOUR PRODUCT WE CAN NOT ISSUE A REFUND.
Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required within 10 days.
Please be aware that you need to call our customer service before returning any unwanted or faulty items. In the scenario that this is not actioned, we shall not be able to process your return.
Faulty Item/s
Any products that you have received with a defect or are received in error by Rug house , we will be happy to fully reimburse your costs in returning it to us.
Please notify our customer service team within the first 3 working days from receipt of your order.
Change Of Heart
We appreciate that you may have a change of heart of the purchase you may receive, however, there are a few pointers that we would like to mention before you call us.
Please ensure that the goods are unused and in perfect, re-saleable condition (this does also include the product packaging and instructions etc.)
If there are any incomplete items received to us, we will not be able to refund you. You will be held responsible for any other charges provided to you in connection with your order.
Please notify us within 30 days from receipt of your order.
Items Lost When Returning
Please note that for any items returned to us, we do not hold any responsibility for any lost parcels. We recommend that you use a secure and track able service that many well known post offices provide.
Refunds And Replacements
Refunds for items returned to us within the 30 days of receipt of your order shall be processed within 10 working days.
Frequently Asked Questions
Q) After receiving my rug , I opened the package breifly and did not notice the damage that I then located after taking them fully out of the package. I know it is after the three working days policy, however, what shall I do now?
A) Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within this time in order to receive a replacement/refund.
Q) I have upacked my rug and now I have realised that I measured it incorrectly.
A) As our policy states, goods can only be returned if in they are in an original resalable condition, this means that if the item has been used it may not be eligible to be returned to us.
Q) We wish to return an item for a refund, although I have not got the original packaging.
A) Unfortunately, without having the original packaging included with the product, this will affect the return as it makes the item non-returnable. This is due to us being unable to resale the item onto other customers.
Q) I purchased an item from your website, however, it has developed some type of fault. I know you have a 30 day policy. What shall I do?
A)With rugs you will notice if there is a fault with it straight away, there may be bagging or a faulty run or perhaps a snag . If the item is damaged after the 30 day period, unfortunately our customers are liable for the damage and a refund/replacement can not be given.
Q) What if I can't return an item?
A) If for any reason you cannot or are finding it difficult to return an item, for example the item is heavy and bulky, then it is possible for us to arrange a collection from yourself for delivery direct to us. The collection would be made using ParcelForce and can be arranged to take place any weekday afternoon. This service costs (£10 per box) which we charge by refunding you for the value of the item(s) with £10 deducted. Please call us ((0845) 838 0628) if you want to use this service.
Please Note:
You will be responsible for the item/s until they reach us. For your own protection, we suggest you use a secure despatch method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery).
Please Also Note:
Any goods that we may receive faulty/damaged after being advised they are in a full resalable condition, will be looked into.
These terms do not affect your statutory rights.
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