Returns & Refunds

Made-to-order products

Our rugs are made to order. Once you place an order, we begin design and production before shipping to your destination. Standard made-to-order products are not automatically exempt from statutory cancellation rights.

Requesting a return

We accept return requests within 14 days of delivery. Email rugweavers.co.uk@gmail.com with your order number and request. Return the rug within 14 days of notifying us. For voluntary returns, the rug should be unused, clean, undamaged and securely packaged, preferably in its original packaging. These conditions do not restrict statutory rights or reasonable inspection.

Return shipping to our UK warehouse

For change-of-mind returns of rugs in good condition, we can arrange return shipping for US$30, where available and agreed with you. This is a return-shipping charge only; we do not add a restocking fee. If you arrange your own return shipping at your own cost, we do not also charge the US$30 shipping fee. Charges must represent the direct return cost and comply with applicable consumer rights.

Our UK return warehouse is Unit 5, Big and Red Storage, Enfield, EN1 1SP, United Kingdom. Contact us for return instructions and confirmation of the address before posting. Original delivery to the UK and EU is free.

Personalised and custom products

Products made to your individual specifications or clearly personalised may be exempt from statutory change-of-mind cancellation rights. Producing a standard rug after ordering does not, by itself, remove those rights. We also accept voluntary return requests for personalised products under the conditions above, where applicable.

Manufacturing faults, damaged or incorrect products

Contact us promptly if your rug has a manufacturing fault, arrives damaged, is incorrect or does not match its description. Include your order number and photographs where possible. We do not charge return shipping, restocking fees or other fees to resolve these problems. We cover necessary return shipping and provide an appropriate repair, replacement or refund in accordance with your consumer rights. Photographs are helpful but are not a condition of exercising statutory rights.

Refunds

Refunds are issued to the original payment method. For statutory cancellations, we refund within 14 days of receiving your cancellation notice, but may wait until we receive the rug or evidence that you have sent it back. Where required by law, the refund includes the original standard delivery charge; UK and EU standard shipping is free. Additional upgraded-delivery charges may not be refundable. Any lawful deduction for diminished value caused by handling beyond necessary inspection will be explained.

Your rights

This policy does not affect your statutory consumer rights.

Contact: rugweavers.co.uk@gmail.com