Returns Policy

Returns

Our policy lasts 28 days. If 28 days have passed since your purchase date, unfortunately we're unable to offer you a refund or exchange. We therefore strongly recommend you unpack and try on your rug during this timeframe, as well as checking for defects, no matter the time of year. 

To be eligible for a return, your item must be unused and in the same condition that you received it, including the original packaging, fit for resale. If you are unsure, we recommend trying on new rugs over a sheet or stable rug. 

To proceed with a return or exchange, you should use the returns form here. If you don't have access to a printer, include a note inside your parcel with the same details as the form requires. We recommend to use a tracked courier, as it's often more cost effective than royal mail due to parcel size/weight. 

Goods becoming damaged in your opinion through defective materials should be returned for inspection immediately. Under no circumstances should items be continued to be used when damaged, as you will then be deemed to have accepted the goods in their damaged condition. Accidental damage in use, general wear and tear, or a change of mind are not covered and will not be refunded, whether returned to us or not. We cannot speak for every eventuality but examples of damage in use include, but are not limited to; tearing/rubbing on fencing or trees, play fighting or improper fastening not in line with our FAQ's. It makes no difference to our policy or products whether accidental damage happens within days, weeks or years of use. 

In the unlikely instance of cosmetic defects, we will cover the return costs, but the rug must remain unused to be eligible.

We recommend a recorded delivery service is used in all instances. 

Return costs for confirmed damage or defects following inspection by us will be refunded to the sum of £6.99, otherwise you will be responsible for the return carriage charges.