Returns & Refunds

We want you to feel confident in your purchase. If something isn’t right, we’re here to help resolve it as smoothly as possible.

Change of Mind Returns

If you’re not completely satisfied with your purchase, you may request a return within 7 days of delivery.

Return Conditions

  • Items must be returned in original, unused condition
  • Items must be free from damage, wear, or alterations
  • Proof of purchase is required

We reserve the right to decline returns that do not meet these conditions.

Restocking Fee

A 30% restocking fee applies to all approved change of mind returns. This includes orders where the size, colour, or product selection is not suitable.

Non-Returnable Items

Returns are not accepted for:

  • Clearance items

Return Shipping

All return shipping costs for change of mind returns are the responsibility of the customer.

We recommend using a tracked delivery service, as we cannot process returns that are lost in transit.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 48 hours of delivery so we can assist.

What to Do

  • Contact Us
  • Include a description of the issue
  • Provide photos of the item to help us assess the situation

Resolution Process

Once we review the issue, we will work with you to arrange an appropriate outcome, which may include a replacement, repair, or refund where applicable.

How to Request a Return

To request a return, please contact us.

Include:

  • Your order number
  • The item(s) you wish to return
  • Reason for return

We will provide return instructions once your request has been reviewed.

Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

Approved Returns

If your return is approved:

  • Refunds are issued via the original payment method
  • Applicable fees (including restocking and shipping) will be deducted

Processing Time

Please allow several business days for the refund to be processed once approved.

Important Information

We recommend taking care when selecting your rug, including confirming size, colour, and suitability for your space before purchasing.

As rugs are large and delicate items, return handling and logistics can be complex, which is reflected in our return conditions.

Gift Vouchers

Gift Vouchers:

  • Cannot be returned or exchanged for cash
  • Must be used before their expiry date (we will contact you before the expiry date as a reminder)

Questions About Returns?

If you have any questions about returns or product suitability, feel free to get in touch.