14 days to decide - We offer a 14-day return policy on all rugs providing they are in the condition as purchased and repackaged securely in a fully resalable condition. please ensure the rug is completely protected against dirt and water for its journey back to us. We recommend taking a photo of the rug securely packaged up before you send it back to us in the event that it arrives back to us damaged a claim from the courier will be needed, We recommend using a tracked and insured service.
To start your return please visit the below link
We reserve the right to reject a refund should an item arrive back to us in unsaleable condition. We recommend you keep the original packaging until you are sure you do not need to return your rug. Please do not use carrier/bin bags/paper to package your rug for return - These easily tear in transit and the rug will get damaged - Any rug sent back to us in bin bags will not be refunded. if you no longer have the original packaging please contact us first and we are happy to send you some more.
The return address is as follows:
Rug Love Returns - Carpet Wizard 436 Ormskirk Road, Wigan WN5 9DF
The return shipping fees are the responsibility of the customer. While we provide free shipping on all orders, we are not able to offer free returns as well. This is the case with the vast majority of UK rug stores. If this is an issue we would recommend only purchasing from a retailer that has a physical store presence for returns.
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We recommend using parcel2go for your return ( link below) along with a tracked and insured service.
A full refund will be issued upon inspection of the returned goods. please allow up to 10 working days for the refund to arrive in your bank account we are unable to speed up this process, but rest assured once you have had a refund email from us we have processed it from our side. Refunds can only be issued back to the original payment method used. Please check your Klarna and Clearpay account for refunds back to these providers, they will both amend your statement with them to reflect our refund.
We don't accept returns for unwanted items after the relevant returns period above
None of this affects your statutory rights.
What items are returnable?
- You can return your items within 14 days.
- They must be in as new unused condition in original packaging.
- Arrive to us in a resaleable condition, fully covered by packaging
- If you need extra packaging, please contact us.
- We will not refund any rug sent in bin bags
- Arrive free of any home / food / pet hair/odour
How soon will I get my refund?
- Once your return is received and inspected, we will send you an email to notify you.
- A credit will be applied to the original method of payment. This can take up to 7-10 working days to arrive at your account, we are unable to speed up this process - Once you have had the refund email, we have sent your refund.
What address should I use to return my items to you?
Our Returns Address Is: Rug Love Returns, CW Flooring 436 Ormskirk Road WN5 9DF
If you receive a faulty rug, please notify us upon arrival or within a maximum of 3 days of receipt. Please upload images of the fault in our return centre portal so we can make a claim from the manufacturer. Any Faulty claims after this period will be at our discretion.
Our Handmade & 100% Jute rugs are made by hand they may have inconsistencies known as ‘Abrash’ which means natural and variable change in colour, yarn & texture that occurs in hand made rugs. It gives the rugs life and character and ensures you have a unique rug
Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the location and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults. In purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design, and the representation on our website. In addition, please be aware that some colours are subjective for example teal/duck egg and often vary between manufacturers; for example, slightly different shades of ‘White, Ivory, Cream, Beige. all our images are provided by our manufacturers and used by all UK rug stores. Any returns for a product due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy and a full refund will be provided. If you are trying to colour match to your existing decor we would recommend visiting a Rug Store with a physical presence to see the item in person.
A common characteristic of all wool rugs is shedding, this is when the fibres come away from the rug. This is a natural and common feature of wool rugs, not a manufacturing fault. Wool rugs will always shed to a certain extent. We are unable to accept a wool rug that sheds as a faulty return
Sprouting (Long Threads)
Some rugs due to the way they are woven are prone to what is known in the rug industry as sprouting or pilling. This is where some strands/threads of the pile appear to be longer than the rest of the pile. When this happens all, you need to do is trim any longer strands with a pair of sharp scissors. it is important you do not pull these long threads as this can damage your rug.
Getting your rug to lay flat?
Our rugs are stored rolled up in their plastic wrapping to ensure they stay in brand new condition. Because when they are stored, they are stacked on top of each other they can sometimes get a bit flattened when they are rolled up. This means that they will not lay completely flat in the first few weeks of unrolling them. This is similar for example to when you buy a new shirt or even a pair of curtains which will be creased when you first take it out of the wrapping but whereas these items can be ironed flat very quickly rugs take a little longer. Larger-sized rugs are usually more affected than smaller sizes as they weigh more when they are stacked on top of each other. This is not a fault with the rug; it is only temporary until the rug takes to its new shape being rolled out. Some rugs have a stiff backing which needs time to soften in a warm environment and take to its new shape being rolled out. You can speed this process up by rolling the rug in the opposite direction to the way it was rolled in its packaging (pile outwards). Roll it as tight as you can and leave it somewhere warm (such as near a radiator) for a few days. You should find that the rug will gradually flatten until it does lay flat. This can take a few days to a few weeks depending on the type of rug you have purchased.
Creases in the rug pile
Due to the way rugs are packaged and stored you may notice that when you unroll your rug there are lines or crease marks running across the width of it. On some rugs, there may only be one of these marks a few inches from one edge of the rug, whereas on some other rugs (especially our budget polypropylene pile rugs) there may be several creases. These lines/creases are not permanent and will gradually fade with normal use and regular vacuuming.
Ordering the correct size
If you have ordered the incorrect size and need to exchange, a good tip is you can place newspaper down on the floor to your required size and measure it - Then select the nearest size. Generally, most rugs are made in the following sizes.
60 x 230cm Runner
80 x 150cm Rectangle Rug
120 x 170cm Rectangle Rug
160 x 230cm Rectangle Rug
200 x 290cm Rectangle Rug
133cm Circle Rug
150cm Circle Rug
Please note any collections arranged by us are an all-day appointment - We are unable to provide a time slot for collection. Some collections may require access to a printer.