Refund policy

Returns & Refunds

We want you to love your rug. If it isn't right, here's how returns work, simply and fairly.

Changed your mind

You have 14 days from the day your rug arrives to let us know you'd like to return it, and a further 14 days to send it back. The rug should be unused, in a resaleable condition and, where possible, in its original packaging.

For change-of-mind returns, you arrange and pay for return postage, and we'll guide you on how to send your rug back safely. We'd recommend a tracked, insured service, as the rug stays your responsibility until it reaches us.

Once your rug is back with us and checked, we'll refund you within 14 days, to your original payment method.

Faulty, damaged or not what you ordered

If your rug arrives damaged, is faulty, or isn't what you ordered, we'll put it right at no cost to you. Contact us within 30 days and we'll arrange a replacement or a full refund, including any delivery charge you paid and the cost of returning it.

To help us sort it quickly, please email us with your order number and three photos: the full rug laid out, a close-up of the problem, and the care label. If the parcel is clearly damaged when it arrives, note it with the courier before signing for it if you can.

A few things to know

Please keep the rug in good condition while you decide, as we can only accept change-of-mind returns that are unused and resaleable. Accidental damage after delivery, such as spills or pulled yarns, and normal wear from use, aren't covered by change-of-mind returns. This never affects your rights if a rug is genuinely faulty.

How to start a return

Email us at support@yourruggallery.co.uk with your order number and a quick note on the reason, and we'll talk you through the next steps. For faults, please include the three photos above so we can act straight away.

Get in touch

Questions about a return, or anything else? Email us at support@yourruggallery.co.uk and we'll be glad to help.