Returns & Refunds
30 days to fall in love
Not quite right? You have 30 days from delivery to start a return. Email us first and we'll send you the return address. Customer arranges and pays for return postage; a servicing fee is deducted from the refund to cover our outbound delivery and handling.
14 full days
From day of delivery to start the return. Email us first.
Buyer ships back
We'll email you the return address. You arrange your own courier.
Servicing fee deducted
£5 or £12 deducted from refund (by rug size) to cover our outbound delivery + handling.
Return servicing fees
When you return a rug because you've changed your mind, we deduct a small servicing fee from your refund to cover the cost of the outbound delivery you originally received free of charge, plus the pick, pack, and dispatch handling. The fee depends on the rug size:
| Rug short-side length | Servicing fee deducted from refund |
|---|---|
| Up to 120cm (e.g. 80×150, 80×240 runners, 120×170, round 120) | £5 |
| 160cm and above (e.g. 160×230, 200×290, 240×340, round 160+) | £12 |
How to return
Send your order number and reason to help@rugsfactory.co.uk within 30 days of delivery. We'll reply within 4 working hours with the return address and full instructions.
You're responsible for organising return postage. Use any tracked courier you prefer (Royal Mail, Evri, DPD, Parcelforce). We recommend a tracked service so you can prove delivery.
Re-roll the rug into its original packaging (or any roll-sized parcel) and send to the address we emailed you. The rug must arrive in re-saleable condition.
Once we receive and inspect the rug, your refund is processed within 5 working days. £5 (≤120cm) or £12 (≥160cm) is deducted to cover our outbound delivery and handling. The remaining amount goes back to your original payment method within 3–5 working days after that.
What we can't accept back
- Rugs that have been used, soiled, or smell of pets/smoke
- Rugs that have been cut or modified by the customer
- Custom-made or special-order rugs (clearly marked at checkout)
- Rugs returned without prior email notification to help@rugsfactory.co.uk
Damaged on arrival
If your rug arrives damaged or faulty — that's a different story. Email help@rugsfactory.co.uk with photos within 48 hours of delivery. We'll arrange a free replacement or full refund the same day — no servicing fee, no return shipping cost. Damaged goods are covered by your statutory UK consumer rights and we cover everything.
Want to exchange?
Want a different size or design instead of a refund? Mention it in your return email and we'll hold the new order until we receive the original back. The same servicing-fee rules apply — £5 or £12 is deducted depending on the original rug's size — and you arrange return postage.
Email us first. We'll tell you exactly where to send your rug and what to expect.