RUGS RETURNS ADDRESS
The Real Rug Company
Heavenly Valley Farm
Twenty Pence Road
For any other rugs
When returning rugs, please include THIS RUGS RETURNS SLIP
We know that you will love your rug, but we also know that you are buying online and that you might worry about what to do if you receive your rug and you don’t like it. That’s why if you want to return it, we will cover £10 of the returns cost per order. This will cover the cost of most rugs.
– From UK Mainland addresses only – Not Highlands, Islands or overseas.
– You must notify us within 14 days of receiving your rug.
– Only for rugs where the purchase price was more than £70.
– rug must be appropriately packed for transport… i.e. completely covered with a strong enough material to protect it en-route.
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 the cost of the shipping.
If you want to return a rug outside of the 14 days or you want to return a second rug, we can arrange a collection for you (UK Mainland customers only), for the full cost of the shipping.
For returning a rug from outside of mainland UK, please feel free to ask us for the dimensions and weight before placing your order so you can get an approximate return cost via www.interparcel.com or other online courier service.
Please note that our returns offer applies only to retail orders, not those placed from a trade account or at trade pricing.
If you return a rug following the instructions given, 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.
*see details below for how to package your rug safely for return. Retail customers only.
NOTE: PLEASE TAKE A PHOTO OF THE RUG WHEN READY FOR COLLECTION SO YOU HAVE PROOF OF HOW IT WAS PACKED, IN CASE THERE ARE PROBLEMS WITH THE COURIER. WITHOUT THIS PHOTO, WE HAVE NO WAY TO VERIFY WHEN MAKING CLAIMS WITH THE COURIER.
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+£3 postage). IMPORTANT: If it is poorly packaged and arrives back to us damaged, then we will not be able to refund you or exchange 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 AND BESPOKE RUGS
For items that are especially made to order. i.e. unusual sizes or shapes, we require half the payment when you place your order and half before we dispatch it to you.
You can still return your rug, but we will only refund half the total price. We still offer the free collection service on these items. If you have any questions, please contact us.
Please include THIS RETURNS SLIP with the package (pdf).
In the unlikely event that there is something wrong with an item that we send to you, or you receive something other than what you ordered, then we will pay for the return shipping. We will however only send the new item once the original is back and has been checked. We wish this were not necessary, but we have received returns such as the one below which had no packaging whatsoever and therefore was ruined in transit…
For more information about your consumer rights, you can review these links: