Returning your rug

FREE COLLECTION
Notify us within 7 days of receiving your rug, and we will collect it from you free of charge.
This applies to UK mainland customers only, and is limited to one collection for a maximum of 3 rugs per customer.
(if you miss the collection that we arrange, i.e. if you are not in when they come to collect, then you are responsible for arranging a new courier - we can help with this or re-arrange it for you for £15)

RETURNS:
If you return a rug, you will receive a full refund, no questions asked. You must notify us within 30 days of receiving the rug that you wish to return it. We can help you to arrange the most cost effective shipping if it is outside our 7 days free returns period.

PACKAGING
You must package the rug sufficiently well, so it arrives to us in perfect condition. The easiest way to do this is to unpack the rug carefully and use the same packaging to return it (with lots of strong tape). If you require new packaging to return the rug, we can send it to you (CLICK HERE - £7+£3postage). IMPORTANT: If it is poorly packaged and arrives back to us damaged, then we will not be able to refund you or excahnge the rug.

INSPECTION AND REFUND
Once the rug is returned to us, we will check it for damage. As soon as this is done, we will either refund you or send an exchange - as you wish. A refund usually takes about 3 days to appear back in your account. We can only refund you by reversing the original transaction, so the money will go back in to the account you paid from.

CUSTOM ITEMS
Click here for our returns policy on rugs which have been especially made to order.

The returns address is:
TheRealRugCompany
Lodge Farm
Barkestone Lane
Bottesford
Notts
NG13 0DH

Please include THIS RETURNS FORM with the package (pdf).

In the unlikely event that there is something wrong with the item that we send to you, or you receive something other than what you ordered, then we will pay for the return shipping.

If you have any other questions , please contact us.