Returns Policy
Returns
Returns Policy
Changed your mind, or received the wrong rug? You can return unused rugs within 30 days of delivery. Here’s how returns work and who pays for postage.
Last updated 1 October 2026
30 days
To return an unused rug, from the day you receive it
Free
Returns on faulty, damaged or incorrect items
14 days
Maximum time to refund you once we receive your return
Your 30-day return window
If you change your mind, you can return any unused rug within 30 days of the day you receive it.
That’s longer than the 14-day cancellation period UK law gives you for online orders, and it doesn’t affect your legal rights.
How to return a rug
- Contact us first at contact@renoazul.com or on +44 7876 753761 with your order number and the rug you’d like to return.
- We’ll confirm your return and send you the return address.
- Pack the rug securely, ideally in its original packaging, with any labels and free gifts that came with it.
- Send it back using a tracked service and keep your proof of postage.
Please don’t send a return without contacting us first. It helps us match your parcel to your order and refund you faster.
Condition of returned rugs
Returned rugs should be unused and in the same condition you received them.
You’re welcome to unpack a rug and take a look, just as you would in a shop. If a returned rug has been used, damaged or handled more than needed to inspect it, we may reduce your refund to reflect the loss in value. We’ll always tell you why.
Who pays for return postage
- You changed your mind
- You pay the cost of sending the rug back. It’s your responsibility until it reaches us, so we recommend a tracked service.
- Faulty, damaged or wrong item
- We cover the return cost. Contact us first and we’ll arrange it.
Faulty or damaged rugs
Under the Consumer Rights Act 2015, if a rug is faulty, not as described or not fit for purpose:
- Within 30 days of delivery, you can reject it for a full refund.
- After 30 days and up to 6 months, we’ll repair or replace it. If that isn’t possible or doesn’t fix the problem, you can have a refund.
- Your legal rights continue after 6 months too.
Contact us with your order number and photos of the problem, and we’ll take it from there. We pay the cost of returning faulty items.
Exchanges
Would you prefer a different size or colour? Contact us and we’ll help you arrange an exchange, subject to stock. Or return the rug for a refund and place a new order.
Your refund
Once we’ve received your return, we’ll refund you within 14 days to your original payment method. Read our Refund Policy for the full details.
Returns 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 I have to return a rug?
Who pays for return postage?
Can I return a rug I’ve unpacked?
What if my rug arrives damaged?
Can I exchange a rug for a different size?
Ready to start a return?
Contact our UK team with your order number and we’ll guide you through it. Returns for faulty or incorrect items are free.
