Handling Damaged Deliveries
All our deliveries require a signature by default. Here’s what you should do if you receive a damaged rug or notice any damage to the packaging:
Recommended Steps:
Reject on Arrival: If the rug or its packaging is clearly damaged during transit, we recommend rejecting the delivery. Inform the courier and refuse the item and mark it as return to sender
Outcome: We will send you a new rug or issue a refund. This is the most straightforward and best option.
Accepting the Item: If you choose to accept the item despite visible damage, please follow these steps:
Note the Damage: Immediately note any damage to the courier. This can be damage to the wrapping, rug backing, or anything unusual.
Sign with a Note: When signing for the item, specify the noted damage. This ensures there is a written record that the item was received with issues. This makes it much easier to file a claim with the courier.
Important Considerations:
Good Condition Acknowledgement: Signing without specifying any issues means you acknowledge the item was received in good condition. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier.
Mishandling by Courier: Our rugs should arrive fully sealed to prevent any soiling during transit. Any deviations from this are typically due to courier mishandling. Informing the driver ensures we have a written record of the damage. This makes it much easier to file a claim with the courier.
Compensation Typically, we do not offer discounts for damaged items. Our preferred procedure is to have the damaged item rejected so we can send you a replacement. However, if you prefer to keep an item that was damaged during transit and receive a discount, it is crucial to report the damage to the courier. This enables us to file a claim with the courier, and any compensation we receive will be passed on to you.
please submit any damaged claims via our returns portal: Rug Love Returns Portal.
By following these guidelines, you help us ensure any issues are addressed swiftly and efficiently and provides recourse with the courier.