If you receive a faulty or damaged rug please notify us upon arrival. Please note this to the courier if possible. Please upload images clearly showing the fault or courier damage in our return center portal link below so we can make a faulty claim from the manufacturer or courier.
Please note that manufacturing faults must be claimed & communicated to us within a maximum of 3 days of receiving your rug.
Faulty claims after this period will be at our discretion as we are unable to ascertain if the fault was present upon arrival (Unless you can prove otherwise). We ask that you inspect your Rug upon arrival and notify us of any faults Immediately so we can help. In accordance with distance selling laws, any faulty claims after 30 days of receipt will be dealt with on a strictly replacement-only basis.
Please be aware it can take up to 5 working days for us to receive a decision from the manufacturer's technical team regarding a faulty claim. If the manufacturer is unable to make a decision based on the images supplied they may ask to collect the rug to inspect it. If they deem the item not faulty it will be returned to the customer. If a faulty claim is accepted they will issue a replacement directly.
Our full return policy can be found below.