Returns

We hope you love your purchase, but if for any reason you are not fully satisfied, you may return your item within 60 days of receiving it. The return shipping costs are the customer's responsibility, unless the item is faulty or you received the wrong product. If your item arrives faulty or damaged, please contact us within 5 days of delivery with photos. Otherwise, Rug City cannot guarantee a resolution.

Eligibility for Return: 

  • Items must be unused, unwashed, and in their original condition.
  • Items must not show signs of wear, dirt, or damage.
  • If possible, items should be returned in original packaging to ensure protection in transit. If the original packaging is lost or damaged, you may use a new box or plastic package, depending on the type of shipping that was used for the initial delivery. The customers are responsible for arranging the return packaging and packing materials.
  • Clearance, custom-made, sample, cleaning, corner rug pads, rug tapes, and personalized products are non-returnable unless faulty.

How to Return an Item:
Please email us at support@rugcity.co.uk with your order number. We will provide you with a prepaid return label and return instructions.

If you choose to use a different shipping service or carrier to return your item(s), we will need the tracking number provided to you by the carrier company. 

Preparing your return:

When returning an item, please ensure it is packaged in the same way as it was originally received to prevent any damage during transit. If the item arrived rolled, please roll it tightly from the short side (width), not the length. If it was delivered folded, please fold it the same way and place it back in the original box. Please ensure the rug is fully covered in plastic, similar to its original packaging—we recommend keeping this wrapping in case you need to return your item. Please note that failure to follow these instructions may result in additional return shipping charges.

RETURN ADRESS
22 Wycombe End, Beaconsfield, Buckinghamshire, HP9 1NB

Refunds:
Once the item is inspected and determined eligible for return, we will issue a refund within 3-5 business days to your original payment method.