Customer Satisfaction Complaints & Returns
We hope that you will be delighted with the products and service you receive from Rugs Direct. We understand however that, from
time to time, we might get something wrong. Should this happen, we would like the opportunity to make amends as soon as possible.
If you are ever less than 100% satisfied with any aspect of the Rugs Direct service or any product you receive from us, please
contact us right away or call us on the above number.
We will acknowledge your complaint and deal immediately with any issues arising from our office based in Oxfordshire.
- Damaged or faulty goods - We will pick them up, no cost to you, and we will replace, provide an alternative or refund.
See the full description below.
- Cancelation prior to us sending - No problem, just call or email us to stop it going out.
- Unwanted rugs - 14 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.
- 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.
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.
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 to return your order after it arrives within 14
days of that arrival.
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.
If you decide that you are not happy with any standard item* after delivery has been made, you must
advise us by email, post, or calling us within 14 working days of receipt (starting the
day after delivery).
Once you have notified us of your intention to return an item, you must return it to us 14 days of receipt.
Goods cannot be returned to us after this time period.
* Standard items are items which have not been 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, please contact us by phoning, 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.
Whether you return the goods yourself or use our collection service, please affix a label, showing
the return address below, together with your invoice number.
Rugs Direct Online Limited
Monument Business Park
All refunds will be processed within 14 days of cancellation of your order or receipt of your returned goods.