Refund policy

The following page explains our returns, refunds and cancellation policies. 

If for any reason you feel your rug is not suitable you can return it to us for a full refund of your original purchase price.  We simply ask that you follow our instructions and for online orders return the rug(s) to us within 28 days of receiving your order.

In-store purchases must be returned within 14 days with the original sale receipt.

Please let us know that you intend to send or bring your order back to us by completing the form below or by emailing us with your order number, details and reason for return, within 14 days of receipt, and we will provide you with instructions and any further details you may need to attach to the package.

Returns outside the 28-day return window will not be refunded, it will be at the cost of the customer to collect the rug back from our store. In special circumstances, with advanced agreement, a store credit may be offered at the discretion of management outside the normal 28 day window.

You can start a return by completing this form:

 

We would ask that when you first receive your rug(s) you retain the original packaging, if possible, this helps in case you need to return any item(s) you feel are not suitable and helps reduce plastic waste.

Replacement packaging will not be sent and it is the customer's responsibility to securely package the rug for return shipping, regardless of the reason for return.

Any rug that is returned must be suitably sealed in secure packaging to protect it from dirt, water damage or any physical damage, including dragging, during transit.

If you return goods to us that have clear signs of use, including pet hair, that are dirty or damaged, then a refund will not be issued. Love-Rugs will not accept any responsibility for goods damaged in transit while being returned.

We advise the use of insured delivery services when returning your order but it is, of course, at the customer's discretion/risk.

Love-Rugs will not be responsible for any goods that go missing or are damaged during transit while being returned to us.

Cancellations

Your order may be cancelled at any time before despatch (this excludes custom or made-to-order items, these cannot be cancelled after work has started). Once cancelled your refund will be processed within 3 working days. Please allow time for your bank to process this refund as some banks take longer than others for funds to show in your account. 

To cancel your order please email info@love-rugs.com with your order number and let us know you wish to cancel.

 

Returning Your Item

Whilst we do not recommend any particular courier or service, we find the following websites useful for comparison purposes. These websites allow you to enter the dimensions and weight of your parcel, they will then provide various options and prices for delivery. Please ensure that you select a service that delivers to our door rather than a collection point. You may find it more convenient to choose a service that allows you to drop off your return (if available - depending on size) at a local store, or have it collected from your work/home, depending on your own circumstances: 

Some of the above services are better priced for larger items, others for smaller or lower-weight rugs, so it may be worthwhile entering the same dimensions and weights into a few to gain an idea of what is and is not a good price. 

Please note: the size of the rug will be the rolled height and width (diameter) and then the length will be the width of the rug (plus any overlap in the roll or packaging). For example, a 230x160cm rug may measure 165cm x 20cm x 20cm. 

Online purchases may be returned in-store however the return form must be submitted prior to return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging where possible. 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Should your rug be damaged or defective on receipt we will organise a collection and exchange. Damages must be reported within 48 hours of delivery.

If your order arrives clearly damaged or the outer packaging looks to be damaged, suggesting that the rug(s) have been damaged in transit, please record this with the courier and take photographs if at all possible. Otherwise, we will be unable to claim the insurance on the courier, which as a small independent business can be a high cost to absorb. Please also retain the packaging if opening the rugs to inspect, as this, or photographic evidence of this, is often requested by the courier should we look to claim any insurance.

Exceptions/Non-Returnable Items

Rugs that are referred to as made-to-order, custom or bespoke are non-refundable unless they are delivered with a manufacturing fault. These orders cannot be cancelled once confirmed and production started. Slight colour variations on custom or made-to-order items are normal and do not constitute a fault. 

Unfortunately, we cannot accept returns on clearance items that are advertised as damaged, these are 'sold-as-seen' or 'sold-as-described'.  

Exchanges

If you would prefer to exchange your rug for a different size or design please contact us as early as possible at info@love-rugs.com and we will arrange this with you.

Refunds

Once received we will inspect your rug for signs of use or damage. 

On approval, you will be automatically refunded on your original payment method. Please remember it can take several working days for your bank or credit card company to process and post the refund to your account.

We attempt to process refunds on our end within 1-3 working days. Feel free to pop us a reminder if you have not received a notification a few days after your item has been returned, it may be that warehousing staff have not managed to check and approve the return due to workload/rotas but we will push this through if it has taken longer than expected. Once processed funds should be visible in your account in 3-5 working days, this is dependant on the bank and outside our control. 

Free Delivery & Discount Adjustments

If your order qualified for free delivery based on its total value, and one or more items are later returned, the order may no longer meet the free delivery threshold. In such cases, the standard delivery charge that would have applied to the original order will be deducted from your refund.

Where discounts are tiered or step-based (for example, spend £2,000+ to receive 20% off), the discount applied is based on the final order value after any returns. If returned items reduce your order total below the qualifying threshold, your order will be recalculated using the appropriate lower discount tier (if any). Your refund will therefore reflect both the returned goods and any adjusted discount level applied to the items you keep.

These rules are in place to ensure fairness where delivery incentives or discounts are linked to the total order value.