Refund Policy
Refunds
Refund Policy
How and when we refund you, whether you’ve changed your mind, cancelled an order or received a rug that isn’t right.
Last updated 1 October 2026
14 days
Maximum time to refund you once we receive your return
Original
Refunds go back to the payment method you used
Full price
Refunded on unused rugs returned within 30 days
When you’ll get your refund
We’ll refund you within 14 days of receiving your returned rug. If you send us proof that you’ve posted it back before it reaches us, we’ll refund you within 14 days of that instead.
Once we’ve processed your refund, it usually takes a few working days to appear in your account, depending on your bank or card provider.
How much you’ll get back
- You changed your mind
- The full price you paid for the rug. Delivery to you is free, so there’s no delivery charge to refund. Return postage isn’t refunded.
- Faulty, damaged or wrong item
- A full refund, and we cover the cost of the return.
- Used or damaged return
- If a rug has been used or handled more than needed to inspect it, we may reduce the refund to reflect the loss in value. We’ll always tell you why.
How refunds are paid
Refunds go back to the payment method you used to place your order, whether that’s PayPal or a card payment. We can’t refund to a different card or account.
Cancelling an order
Want to cancel? Contact us as soon as possible with your order number.
- Not dispatched yet: we’ll cancel your order and refund you in full.
- Already dispatched: you can still return it within 30 days of delivery under our Returns Policy.
Free gifts and discounts
If your order came with a free gift, please return it with the rug. If you used a discount code, your refund is based on the price you actually paid.
Your legal rights
This policy doesn’t affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. For independent advice about your rights, visit Citizens Advice.
Refund questions
Quick answers to the questions we hear most. Can’t find what you need? Get in touch and we’ll help.
How long do refunds take?
Will I get my return postage back?
Can my refund go to a different card?
Can I cancel my order before it ships?
Questions about a refund?
Get in touch with your order number and our UK team will check the status of your refund for you.
