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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 to the actual product. Unfortunately different monitor settings such as pixel 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 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 none 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 parcelmonkey.co.uk 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 that you wish to return the Item

2. The rug must be returned to us in excellent condition within 14 days of purchase.

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 check out. Special delivery costs such as timed, Highlands, off shore and Saturday deliveries plus international delivery costs will not be refunded.


Cancelled orders once sent and not delivered will incur a 15% re-stocking fee.

 

Exchanges.

 

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
Unit 42, Gateway 49 Trade Park
Kerfoot Street
Warrington
WA2 8NT
UK

 

Contact Information sales@rugretailer.co.uk or Tel 01925 416541