We hope that you will be delighted with the products and services you receive from Rugs Direct. We understand, however, from time to time, we might get something wrong.
If you are ever less than 100% satisfied with any aspect of the Rugs Direct service or any product you receive from us, please read the below information and/or contact us right away. We would like the opportunity to make amends as soon as possible.
Click the Links below to take you to the relevant area for you.
START A RETURN:
Or if your rug is less than 205cm Wide, just scan the QR code below, and organise a chargeable return via our App "Stampfree".
For example, if you ordered a 120cm x 170cm Rug, the width is 120cm.
If your rug is over 205cm wide, please use our chat function, and we can help you organise the return. Chat Assistant can help you
Smartphone users can scan or click on the QR image. You can also type in the following number 07344 523337 into WhatsApp and say "Hi" to start the process.
We operate a 30-day no-quibble return policy . You must take reasonable care of the goods and return them, securely packaged and in saleable condition.
When returning the rug back to us, make sure your order number is clearly visible on the outer packaging. The rug must be rolled in such a way that the rug label, found in one corner of the rug, is visible. The goods must be re-wrapped and watertight for their journey back to us and we recommend you use a signed for service and that you adequately insure the goods for the return journey so that the full value is covered in event of loss or damage.
Proof of sending is not proof of delivery.
Quick Guide
- Damaged or faulty goods - We will pick them up, no cost to you, and we will replace them, provide an alternative, give you store credit or a refund. See the full description below.
- Cancellation prior to us sending - No problem, just call or email us to stop it from going out.
- Unwanted rugs - 30 days with no quibble as to why you want to send it back. Call or email us (we are quick to deal with your enquiry either way) from our Oxfordshire base.
- Just send the rug back to us, making sure your order number is on the address label and the rug is rolled with the name and barcode of the rug visible (its on the label found in one corner). The goods must be re-wrapped and watertight for their journey back to us and we recommend you use a signed for service. Proof of sending is not proof of delivery. Also, Every item must be securely returned in water-tight packaging.
- Call us if it is easier
Damaged Or Faulty Goods
In the unlikely event your order reaches you in less than perfect condition please call us right away and/or e-mail us with your order number and, details of the fault to [email protected]
If the product is damaged or faulty, we will collect your order at no cost to you and replace it or provide an agreed alternative or offer a full refund. Please be aware that we also have store credit available. This credit can be applied to any future purchases at checkout.
Order Cancellation / Unwanted Goods
You have the right to cancel your order unconditionally, and to request a full refund, for any standard item** purchased on this web-site but not yet despatched. Or return your order after it arrives within 30 days of that arrival (refer to Unwanted Goods section above)
To cancel your order prior to despatch, please call or email, quoting your order number, prior to despatch. If you cancel your order after goods have been despatched, you will be responsible for any return carriage charges.
** Standard items are items which have not been custom made and produced to your specific measurements.
We are unable to accept cancellation or return of items made or cut to your specification.
How to return goods yourself
For unwanted goods, If you would like to start a return, then please just log into your account at the top right of the page or on a Mobile in the Menu button. or contact us by emailing, or via the post, within 14 days of receipt (starting the day after delivery), to let us know that you will be returning goods and the reason for the return.
You must take reasonable care of the goods and return them, at your own expense, securely packaged and in saleable condition, to the Returns Address shown below.
We recommend that you use a recorded delivery service and that you adequately insure the goods for the return journey so that the full value is covered in event of loss or damage. If you use our service, which we are happy to quote for, the courier will arrive with the label.
Returns Address
Rugs Direct Online Limited
Unit 37a
Monument Business Park
Chalgrove
OX44 7RW
Refunds
All refunds will be processed within 14 days of cancellation of your order or receipt of your returned goods.