My accountRETURNS
DAMAGED OR FAULTY GOODS
You should inspect the goods when you receive them and notify us of any defects or damage immediately. If the goods are found to be damaged or defective on delivery to you, we will either replace the goods, provide an agreed alternative or offer a full refund. We will collect faulty goods for return at no cost to you.
If goods are returned as faulty after you have accepted them, then we will resolve the matter in accordance with the recommendations in The Supply of Goods to Consumers Regulations 2002.
Please note that we advise you to sign for your delivery as either "unchecked" or "packaging damaged". Failure to do so will void any claim for a refund or replacement if the goods are subsequently found to be damaged in transit.
ORDER CANCELLATION / RETURNING UNWANTED GOODS
You have the right to cancel your order unconditionally for any item purchased on this web-site, for a full refund. This does not apply to items made or cut to your specification such as custom size rugs, stair rods, cut-to-length stair runner and rug underlay.
To cancel your order, either email, fax or write to our Returns Department prior to despatch, quoting your invoice number.
If you decide that you are not happy with your purchase after delivery has been made, you must advise us within 7 working days of receipt (starting the day after delivery) by either calling us on 01283 730001 or by emailing our Returns Department.
You must take reasonable care of the goods and return them securely packaged and in saleable condition either at your own expense or by requesting us to collect, in which case return carriage will be payable and deducted from any refund made. Please refer to our Guide To Return Charges Table below.
If you return goods yourself, we advise you to adequately insure the goods during the return journey. If you are unable to return the goods yourself, you must make them available for collection by us. The cost of this collection will be deducted from your refund.
COLLECTION OF GOODS
If you are returning goods to us, then we can arrange collection from you. The cost of this collection will be deducted from any monies refunded. Collection costs vary depending on dimensions, weight and location, but a Guide To Return Charges is shown below.
If you return the goods yourself, we advise you to return them to us via recorded delivery, as, if they are lost or damaged in transit, we cannot be held responsible for them. It is also advisable to insure the goods, so that the full value is covered in event of loss or damage.
Following is a guide to the cost of returning your rug based on an average weight for each size range, and collection from a UK mainland address:
| SIZE | COST |
|---|---|
| Up to 200cm x 150cm | GBP 16.50 |
| Over 200cm x 150 cm and up to 300cm x 200cm | GBP 19.99 |
| Over 300cm x 200cm | GBP 24.99 |
Please note that if you have paid a delivery charge to an offshore or international destination, the same charge will apply to the returning goods in addition to the charge above.
Contact us by either email or fax to arrange collection of your rug. We will confirm the cost of return carriage following receipt of your return request.
Whether you return the goods yourself or use our rug collection service, please ensure that goods are securely wrapped and labelled for the return journey. Failure to do so, resulting in damaged goods, will void your claim for a refund. Please also affix a return address label, showing the return address below and your invoice number.
Our returns address is as follows:
Unit B, Barton Fields Centre
Barton Blount
Church Broughton
DE65 5AP
customerservice@rugsdirect.co.uk
REFUNDS
All refunds will be processed within 30 days of cancellation of your order.
COMPLAINTS
If you have a complaint about any aspect of the Rugsdirect service, please contact our Customer Service department (contact information shown above). 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.
