Money Back

We make every effort to make sure all rugs on our website have a true colour representation and pictures are a true likeness of the actual product. Unfortunately different monitor settings such as pixel resolution and various other settings can make some of our images appear slightly different in shade. This can vary from monitor to monitor and is completely out of our control. Also different lighting can make the colour and shade look different from room to room, this again is out of our control.

Please also note that our handmade rugs have up to a 10% size tolerance due to the nature of handmade goods, so please allow 10% either way when measuring.

We do offer a money back guarantee if your new rug is not suitable (custom made sizes are non refundable once ordered).

The customer is responsible for the return shipping costs. The rug must be returned in its original packaging or similar adequate packaging. We recommend or Parcel Force for UK returns, both these can be booked in online, smaller rugs can be returned via the post office.


Returns Procedure.


1. Please notify us within 7 days if you wish to return the Item.

2. The item must be returned to us in excellent condition within 14 days from the day you receive the item for a full refund. After 14 days we will still accpet returns but a credit note will be issued instead of a refund.

3. Please add your name and address to the packaging.

4. Once we receive the rug in good condition, we will issue a full refund on the cost of the rug and the delivery costs paid to us at checkout. Special delivery costs such as timed, Highlands, off shore and Saturday deliveries plus international delivery costs will not be refunded.

Cancelled orders once dispatched but still in transit will incur a 15% re-stocking fee.




We do offer an exchange service if you require a different rug, this is charged at £15.00 for UK exchanges (excludes Highlands) please contact us for details.


Return Address.


The Rug Retailer
2 Crown Parade
Crown St


Contact Information or Tel 01925 416541