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15% Off Your First Order - Code: SUMMER15
15% Off Your First Order - Code: SUMMER15

Returns & Refunds

Return and Refund Policy for Rugs Factory

At Rugs Factory, we want our customers to be satisfied with their purchases. If you are not entirely happy with your order, we offer a hassle-free return and refund policy. Please read the following policy carefully before initiating a return. Customers must contact us 7 days from receiving their rug to let us know they want to arrange a return and ship the item back within 30 days of placing the order

Returns 1.1. Eligibility: You may return your purchased item(s) within 30 days from the date of order to be eligible for a refund. 1.2. Condition of the Item: To qualify for a return and refund, the item must be in its original condition, unused, and in its original packaging. 1.3. Non-Eligible Items: The following items are not eligible for returns:

Items that are damaged due to misuse, negligence, or accident after delivery. Items that have been used, altered, or washed. Custom-made or personalized items. Return Process 2.1. Contact us: To initiate a return, please contact our customer support team at Support@rugsfactory.com. Provide your order details, including the order number and the reason for the return. 2.2. Return Authorization: Once your return request is approved, we will provide you with a return authorization number (RMA) and further instructions on how to proceed with the return. 2.3. Packaging: Carefully package the item, ensuring it is well-protected to prevent damage during transit. 2.4. Shipping: The customer is responsible for arranging and covering the shipping costs for the return. We recommend using a trackable and insured shipping method for your peace of mind. 2.5. Return Address: Ship the item to the address provided by our customer support team when you received the RMA.

Refunds 3.1. Refunds will be made within 30 working days of us receiving the items . 3.2. Refund Method: Refunds will be issued using the original payment method used for the purchase. 3.3. Shipping Fees: Please note that shipping fees (both for the original order and return) are non-refundable. 

What are the costs of returning an item? 

If you are returning items within 30 working days because you no longer want them, you are responsible for paying for cost of returning the items to us. 

For Rugs, return or collection costs for UK mainland only are as follows;

60 x 230 - £12

80 x 150 - £12

80 x 250 - £12

80 x 300 - £12

120 x 170 - £12

140 x 200 - £15

160 x 160 - £25

160 x 230 - £25

200 x 290 - £25

240 x 330 - £25

Return for handmade rugs varies dependant on Size and weight and individual quotes will be provided upon request.

*This amount will be deducted from your refund

Damaged or Defective Items 4.1. In the rare event that your item arrives damaged or defective, please contact us immediately at Support@rugsfactory.com. We will assist you in resolving the issue and arranging a replacement or refund.

Cancellation Policy 5.1. Order cancellations are only possible before the item is shipped. If you wish to cancel an order, please contact us as soon as possible at Support@rugsfactory.com with your order details.

Changes to the Return and Refund Policy 6.1. Rugs Factory reserves the right to modify or update this Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

Contact Information If you have any questions or concerns regarding our Return and Refund Policy or need assistance with a return, please contact us at: Email: Support@rugsfactory.com

By shopping with Rugs Factory, you acknowledge that you have read, understood, and agreed to the terms and conditions of our Return and Refund Policy.