Returns Policy

For Online Purchases, if you are not entirely delighted with the products that you have chosen you may return them to us within 14 days of receipt. We will be happy to offer you an exchange provided that the products are returned complete, in perfect condition. Make sure that the products is well packed.

Before you return any items please contact our Customer Service Team via e-mail within 48 hours of delivery to Any packages we receive without e-mail confirmation will not be opened until we receive a confirmation via e-mail therefore the refund will not be processed until we receive an e-mail.

Please note your delivery and insurance cost will need to be covered by you. Once we have received the item and are happy with it has been returned in the same condition as it was dispatched, we will issue you with a full refund on the purchase price, minus delivery costs plus handling charges and any additional charges relating to the recovery of the goods.

Rug Store items, such as carpets, matting and part rolls of anti-slip fleece underlay that have either been ordered from our own stock to fulfil a specific requirement in terms of colour and size, will not be considered for cancellation under any circumstances. No refund or credit will be considered in respect of goods which have been cut, tailored, altered or manufactured in accordance with a purchasers order or instructions, nor for special order goods procured by the seller to fulfil a purchasers requirements. Some carpet and floorcovering products shown on this site may be displayed with example sizes and prices which can be selected while purchasing a rug. These are not pre-cut sizes. Once an order is placed, the carpet or floorcovering is then cut from the roll and tailored to meet that specific order, this is therefore regarded as a Rug Store custom order.

Alternatively you can choose to accept a credit for the full price of the item you ordered. This can be used towards the purchase of another item.  Because our products are unique they are subject to availability. By using high-tech digital camera we have tried to show our items with several resolutions to tolerate the restrictions on digital photography and internet media but still we can not 100 % guarantee for especially the colours of the carpets and kilims. Product descriptions were prepared as much as our knowledge for guidance purpose only.

How long is a credit note valid.

Credit notes are valid for 12 months from the date and time of issue. If you have not used it within 12 months, the balance will be cancelled.

if you do not use the credit note on time, it is your responsibility.

Please note, whilst every effort is made to accurately reproduce the appearance of each rug we stock we can not accept any responsibility for the colour misrepresentations. Different colour display settings on computer monitors can have an effect on the appearance of colours in our rug images. You can still return your rug for a refund, however they will not be deemed faulty and you will be responsible for the return costs. For full details please click here to see our Terms and Conditions.
Return Address