Established 1997
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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.

We will acknowledge your complaint within 2 days and deal immediately with issues arising from mis-delivery or goods damaged on arrival. We aim to settle your complaint as quickly as possible and promise to keep you informed throughout the process.

Damaged Or Faulty Goods

We expect your order to reach you in perfect condition. You should inspect your products as soon as you receive them and, should you find that any item is damaged or defective, please contact us immediately.

If you are unable to inspect your order before signing to accept it, we advise you to sign the delivery document as either "unchecked" or, if appropriate, "packaging damaged". Failure to do so will void any claim for a refund or replacement if the goods are subsequently found to have been damaged in transit.

Having done this, should you then need to return any of your products as faulty or damaged, after you have accepted them, we will resolve the matter in accordance with the recommendations in The Supply of Goods to Consumers Regulations 2002.

We will collect faulty goods for return at no cost to you and replace them 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.

To cancel your order, please email, fax or write to our Returns Department, quoting your invoice 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, fax or post, 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 either return it to us yourself or ask us to collect it within 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 Use Our Collection Service

If you would like us to collect a faulty or damaged items, please contact us by email, fax or post, within seven days of receipt (starting the day after delivery). After this time period, it will not be possible to return your goods. Requests for return of goods MUST be in writing. We do not accept return requests by phone.

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.

Size Cost
The Rug has a width under 125cm GBP 16.50
The Rug width is over 125cm but under 190cm GBP 19.99
The Rug width is over 200cm but under 235cm GBP 24.99
The Rug width is over 240cm GBP 49.99

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.

You must take reasonable care of the item you wish to return, package it securely and clearly label it with the Returns Address shown below, before making it available for collection.

How To Return Goods Yourself

For unwanted goods or faulty or damaged items which can be returned by post, please contact us by email, fax or post, within seven 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 (except damaged goods), 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. Rugs Direct (International) Ltd cannot be held responsible for goods lost or damaged in transit, and your claim for a refund will be void.

Returns Address

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
8 Love Lane,
OX49 5QZ


All refunds will be processed within 14 days of cancellation of your order or receipt of your returned goods.