Refund policy

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

These policies are offered in addition to your statutory consumer rights and do not limit or replace those rights.

Online Change-of-Mind Returns

If, for any reason, you feel that your rug is not suitable, you may return it for a refund of the amount paid for the rug, subject to the conditions below.

You must notify us that you wish to return your order within 14 days of receiving it. You must then send the rug back without undue delay and no later than 14 days after notifying us of the return. This will normally mean sending the rug back within 28 days of receiving it.

Please let us know that you intend to send or bring your order back by completing the return form below or by emailing [info@love-rugs.com](mailto:info@love-rugs.com) with your order number, the item being returned and the reason for the return.

We will provide you with return instructions and any information that should be attached to the package.

For change-of-mind returns, the customer is responsible for arranging and paying for the rug to be returned to Love-Rugs.

We do not normally arrange collections for unwanted or unsuitable rugs. Any courier or packaging information provided by Love-Rugs is general guidance only and does not mean that Love-Rugs is arranging or accepting responsibility for the return service.

Returns sent outside the applicable return period may be refused. If a rug is returned outside that period without prior agreement, the customer will be responsible for collecting it from our store or paying the cost of returning it to them.

In exceptional circumstances, and only where agreed with us in advance, store credit may be offered for a return outside the normal return period. This is at the discretion of management and does not affect statutory rights relating to faulty, damaged, incorrect or misdescribed goods.

In-Store Purchases

In addition to your statutory rights, in-store purchases may be returned under our goodwill returns policy within 14 days of purchase.

The rug must be unused, undamaged and in a resaleable condition. The original receipt or another satisfactory proof of purchase must be provided.

This voluntary change-of-mind policy is separate from your statutory rights where an item is faulty, damaged, incorrect or not as described.

Start a Return

You can start a return by completing this form:

Packaging Your Return

We recommend retaining the original packaging when you first receive your rug, where possible. This makes it easier to package the rug securely if it needs to be returned and helps reduce unnecessary plastic waste.

Original packaging is helpful but is not essential. We do not provide replacement packaging for returns, and it is the customer's responsibility to package the rug securely for return.

Any rug being returned must be rolled and suitably sealed in secure packaging to protect it from dirt, moisture and physical damage, including damage caused by dragging during transit.

Please do not fold a rug unless it was originally delivered folded or we have specifically advised you that it is safe to do so.

If a rug is being returned because of a reported fault or delivery damage and the original packaging is damaged, unusable or unsuitable, please contact us before arranging the return so that we can advise you.

Condition of Change-of-Mind Returns

You may examine an online purchase in the same way that you reasonably could in a shop.

To receive a full refund, the rug should be returned unused and in the same condition in which it was received, with its product labels still attached where possible.

If a change-of-mind return shows handling or use beyond what is reasonably necessary to examine the rug, we may reduce the refund to reflect the resulting loss in value.

This may include, depending on the circumstances:

• Signs that the rug has been walked on or used within a room.
• Pet hair.
• Dirt, staining or marks.
• Odours.
• Removed, damaged or missing product labels.
• Physical damage occurring after delivery.
• Damage caused by unsuitable or inadequate return packaging.

Any deduction will be based on the actual reduction in value. Where the rug has been damaged or used to the extent that it has no reasonable resale value, the deduction may be up to the full value of the rug.

No deduction will be made where the condition results from an existing fault, delivery damage or another matter for which Love-Rugs is responsible.

Responsibility for Customer-Arranged Returns

Where you arrange your own return service, the rug remains your responsibility until it has been delivered to Love-Rugs.

We recommend using a tracked and appropriately insured delivery service. Please retain your receipt and tracking information until the return and refund have been completed.

Love-Rugs cannot refund a change-of-mind return that is lost before it reaches us.

If a returned rug is damaged because it was inadequately packaged or mishandled while being returned using a service arranged by the customer, any resulting loss in value may be deducted from the refund.

Cancellations Before Despatch

A standard order may be cancelled at any time before despatch.

To cancel an order, please email [info@love-rugs.com](mailto:info@love-rugs.com) with your order number and confirmation that you wish to cancel.

Orders for rugs made to your specifications or clearly personalised cannot normally be cancelled once the design has been confirmed and production has started.

This does not include a standard product merely because it is ordered from a supplier or manufactured after the order is placed.

Where a cancellation is accepted, we aim to process the refund to the original payment method within three working days. Your bank or payment provider may take additional time to credit the funds to your account.

Returning Your Item

Whilst we do not recommend or endorse any particular courier or service, we find the following comparison websites useful for customer-arranged change-of-mind returns.

These websites allow you to enter the dimensions and weight of your parcel and compare different delivery options and prices.

Please choose a service that delivers directly to our premises rather than to a collection point.

Depending on the size of the rug and the services available in your area, you may be able to drop the parcel at a local store or arrange collection from your home or workplace.

Some services may be better priced for larger rugs, while others may be more suitable for smaller or lighter parcels. It may therefore be worthwhile comparing the same dimensions and weight across several providers.

Please note: when entering the parcel dimensions, the rolled height and width will be the diameter of the packaged roll. The parcel length will normally be slightly greater than the width of the rug because of packaging and any overlap in the roll.

For example, a 230cm x 160cm rug may form a parcel measuring approximately 165cm x 20cm x 20cm.

Online purchases may also be returned to our store. Please complete the return form or contact us before bringing the rug back so that we can confirm the return details.

Damaged, Faulty, Incorrect or Misdescribed Items

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if you believe that the rug is damaged, faulty, incorrect or materially different from its description so that we can assess the issue and provide the appropriate next step.

Reporting visible delivery damage within 48 hours is required for us to attempt to claim for damages.

Information and Supporting Evidence

When reporting an issue, please provide your order number and a clear description of the problem.

Where reasonably possible, please also provide:

• Clear photographs showing the reported fault, damage or discrepancy.
• A photograph showing the rug as a whole.
• Photographs of the rug's labels, including the product name, design, colour and size where shown.
• Photographs of the outer packaging if it arrived damaged, wet, open or otherwise compromised.
• Photographs of any visible signs of transit damage.
• Details of any discrepancy between the item ordered and the item received.

This information helps us confirm the item supplied, understand the reported issue and, where relevant, submit a claim to the delivery company.

If the issue cannot be shown clearly in photographs, or it is not reasonably possible to provide photographs, please explain this when contacting us. We may request further details or discuss another reasonable method of assessment.

Failure to provide photographs does not by itself remove your statutory rights.

However, where reasonable supporting evidence is not provided and no qualifying fault, damage, incorrect item or material misdescription is subsequently found, the return will be treated as a change-of-mind return rather than a faulty-item return and the cost of any return collection will be deducted from your refund.

Confirmed Faults, Damage or Incorrect Items

Where the information supplied reasonably confirms that the rug is faulty, damaged on delivery, incorrect or materially not as described, Love-Rugs will arrange and pay for its reasonable return.

We will then provide the appropriate remedy in accordance with your statutory consumer rights. Depending on the circumstances and when the issue is reported, this may include a refund, repair, replacement, exchange or price reduction.

Please do not arrange or pay to return a reported faulty, damaged or incorrect item without contacting us first. We may not be able to reimburse an unnecessarily expensive or unsuitable return service that was arranged without our agreement.

Issues That Cannot Be Confirmed Remotely

If the reported issue cannot reasonably be confirmed from the information or photographs supplied, we may request further evidence or discuss an appropriate method of inspection with you.

This may include additional photographs, a video, information from the manufacturer or supplier, or another reasonable assessment method appropriate to the reported issue.

In limited circumstances, Love-Rugs may arrange collection before the reported issue has been confirmed so that the rug can be inspected.

This is an exceptional assessment arrangement. It does not constitute acceptance that the rug is faulty, damaged, incorrect or misdescribed, and it does not make collection available as a general service for change-of-mind returns.

Where such a provisional collection is offered, we will explain before booking whether a specified collection cost may become payable if no qualifying issue is found.

If the inspection confirms a qualifying fault, delivery damage, incorrect item or material misdescription, Love-Rugs will bear the collection cost.

If reasonable supporting evidence has not been provided and inspection identifies no qualifying fault, damage, incorrect item or material misdescription, the rug may instead be processed as a change-of-mind return, provided that it otherwise qualifies under this policy.

In that situation, any collection cost clearly communicated before the provisional collection was booked may be deducted from the refund.

For example, this may apply where a customer initially believes that a rug is faulty but inspection confirms that:

• The correct rug and size were supplied.
• The rug is free from manufacturing faults and delivery damage.
• The rug materially matches the product description and images.
• The customer instead wishes to return it because its colour, texture, size or appearance is not suitable for their room.

It would not apply where the inspection confirms a manufacturing fault, verified delivery damage, the wrong rug or size, or a material difference between the rug supplied and its product description.

Delivery and Packaging Damage

If the outer packaging is visibly damaged, wet, open or otherwise compromised when the order arrives, please record this with the courier where possible and take photographs before opening the package.

Please retain the packaging while the issue is being assessed. The delivery company may require photographs of both the packaging and the rug before considering a transit-damage claim.

Your contract is with Love-Rugs rather than the delivery company. Failure to record damage with the courier or provide packaging photographs will not automatically remove your statutory rights, although it may make the circumstances more difficult to assess.

Exceptions and Non-Returnable Items

Custom, Bespoke and Personalised Rugs

The statutory change-of-mind cancellation right does not normally apply to rugs made to the customer's specifications or clearly personalised, including custom-sized or bespoke designs.

These orders cannot normally be cancelled once the design or specification has been confirmed and production has started.

Made to order, custom, bespoke and personalised rugs remain covered by statutory consumer rights if they are faulty, damaged, incorrect or not made in accordance with the agreed specification.

Reasonable variations that are inherent in handmade or custom production, and that were clearly explained as part of the product description or ordering process, will not necessarily constitute faults.

This does not exclude a claim where the rug materially differs from the agreed description, design or specification.

Clearance, Seconds and Disclosed Damage

Clearance and sale items have the same statutory consumer rights as full-price items.

Where a rug is sold with a particular defect, damage or irregularity that was clearly disclosed before purchase, that disclosed characteristic will not itself be treated as an undisclosed fault.

The customer retains their statutory rights in relation to any other fault, damage or misdescription that was not disclosed before purchase.

For online purchases, clearance status or previously disclosed damage does not by itself remove an applicable statutory change-of-mind cancellation right.

For in-store purchases, items sold as clearance, seconds or with clearly disclosed damage may be excluded from our additional voluntary change-of-mind returns policy. This does not affect statutory rights relating to undisclosed faults or misdescription.

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](mailto:info@love-rugs.com).

Exchanges are subject to availability. Any difference in product price, delivery cost or customer-funded return cost will be confirmed before the exchange is completed.

An exchange requested because the customer has changed their mind remains subject to the change-of-mind return conditions.

Where the item is faulty, damaged, incorrect or materially not as described, the appropriate statutory remedy will apply.

Refunds

When a rug is returned, we will inspect it to confirm its identity, condition and the reason for return.

For an eligible online change-of-mind cancellation, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or, if earlier, 14 days after receiving satisfactory evidence that the goods have been sent back. In normal circumstances a refund is processed much quicker than this.

We aim to inspect returned rugs and process approved refunds within one to three working days of receipt.

Refunds will normally be issued using the same payment method used for the original transaction.

Once the refund has been processed by us, your bank or payment provider may take several additional working days to credit the funds to your account. This processing time is outside our control.

Original Delivery Charges

Where an entire online order is cancelled under the statutory change-of-mind right, we will refund the original standard delivery charge paid by the customer.

If the customer selected a more expensive or enhanced delivery option, such as international, an express or timed service, we are only required to refund the amount that would have been charged for our least expensive standard delivery service.

Where only part of an order is returned and the remaining items are kept, the original delivery service has still been provided and the original delivery charge will not normally be refunded.

The cost of returning a change-of-mind order remains the customer's responsibility.

Free Delivery and Discount Adjustments

The refund for a returned product will be based on the amount actually paid for that product after any applicable product or order discount has been allocated.

Where an order-level discount applies across several products, the discount may be allocated proportionately across the qualifying items when calculating the refund value.

We will not retrospectively add a standard delivery charge solely because a partial return causes the value of the products retained by the customer to fall below the original free-delivery threshold.

Where a promotion includes a free product, bundle benefit or similar incentive that is expressly conditional on purchasing specified items, then partial retuns that remove these items would void any discount which would be reduced from any refund processed.

EU Right of Withdrawal

Where European Union consumer withdrawal rules apply to an order accepted by Love-Rugs, the customer has the right to withdraw from the order within 14 days of receiving the goods without giving a reason.

Where an order contains several items delivered separately, the withdrawal period will normally begin when the final item is received.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, use the EU Returns & Cancellations (non-UK) link in the footer of our website or contact us at [info@love-rugs.com](mailto:info@love-rugs.com).

You must send a clear statement confirming your decision to withdraw before the applicable 14-day withdrawal period expires.

Returning Your Items

Once you have notified us of your withdrawal, you must send the goods back without undue delay and within 14 days.

The customer is responsible for arranging and paying the direct cost of returning a change-of-mind order unless Love-Rugs has expressly agreed otherwise.

Love-Rugs does not arrange collections for EU change-of-mind returns.

Love-Rugs will arrange or bear the reasonable return cost where the goods are confirmed to be defective, damaged, incorrect or materially not as described.

EU Refunds

We will refund the amount paid for the returned goods.

Any international delivery fee is deemed a premium delivery service and non refunable for change-of-mind returns.

The refund will be issued using the original payment method unless another method is expressly agreed.

We may withhold the refund until the goods have been received back or until the customer provides satisfactory evidence that they have been returned, whichever occurs first.

We may reduce the refund to reflect a loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

Any import VAT, customs duty, brokerage charge or carrier fee paid directly to a government authority, customs agent or delivery company is not a payment received by Love-Rugs and may need to be reclaimed separately from the relevant organisation.

EU Exceptions

The withdrawal right does not normally apply to goods made to the customer's specifications or clearly personalised, including custom-sized, made-to-order, or bespoke rugs.

This exception does not affect consumer rights where an item is defective, damaged, incorrect or materially different from the agreed specification.

Mandatory consumer rights may vary between EU countries. Nothing in this policy is intended to restrict any mandatory rights that apply in the customer's country of residence.