Established 1997
Sidebar Banner 1 Sidebar Banner 2 Sidebar Banner 3

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.

Quick Guide

  • 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 ti back. Call or email us (we are quick to deal with your enquiry either way) from our Oxfordshire base.

    You can choose to use our collection service (we are the only online rug company to offer this service), or you can send it back yourself. Find the returns address, collection service charges and how to wrap the rugs etc, below if you need it.
  • Call us if it is easier

The below is more details if you need them, and the legal jargon we have to add.

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 either return it to us yourself or ask us to collect using our collection service 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

Currently we are the only online rug company to offer a service of collecting unwanted items, all other companies currently expect you to return the rug yourself.

We provide you the choice, you can of course return the goods back to us for a full refund, or we can arrange the collection for you. We will supply the labels via email which will need printing off and attaching to the package and you can choose to either to drop it, at your convenience, at a local Post Office or Parcel Force will collect from your house on a date of your choosing.

The goods must be re-wrapped and water tight for their journey back to us.

The cost of this collection will be deducted from your refund. 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 but under 249cm GBP 49.99
The Rug width is over 250cm Price on Application

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, 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.

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

Unit 50
Monument Business Park
OX44 7RW


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