YOUR RIGHT TO CANCEL
If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations“)), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. This statutory right is separate from our goodwill policy.
If you wish to cancel (or are considering cancelling) a product you have ordered from us, please be aware that statutory rights of cancellation under the Regulations do not apply to certain products and services (for example, made to measure orders and personalised items).
Exercising your right to cancel
To exercise your right of cancellation, you must inform us of your decision to cancel the contract in writing to firstname.lastname@example.org. within 14 calendar days after the day on which you receive the goods or services you ordered, which you can do by filling in the parcel summary when you return your order.
You must take reasonable care of the goods while in your possession. You shall send back any goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send back any goods before the period of 14 days has expired.
Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods.
We will process your refund after receipt of the products to the address notified to you by us upon acknowledgement of your notice to return the goods.
In Stock Rugs & Fixed Size Rugs (not customer-defined sizing for Made To Measure Rugs)
We only want you to keep a rug if you love it. If for any reason you are not satisfied with your rug you can return it within 14 days from receipt of the item. We will process your refund after receipt of the products.
Made To Measure Rugs
Even with Made To Measure we only want you to keep a rug if you love it. If for any reason you are not satisfied with your rug you can return it within 14 days from receipt of the item. We will process your refund after receipt of the products.
Please Note: On all Made To Measure returns you will be charged a 10% restocking fee on the purchase value of the rug.
You may feel this is harsh but there is considerably more time and effort involved in managing and overseeing Made To Measure orders.
Having the option to return a Made To Measure (bespoke) order is rare as most companies do not allow it. We offer it to show you our level of confidence in the quality of our rugs and we only want you to keep a rug if you love it.
Return Shipping Costs
There are no return shipping costs. Return of items is managed through our courier at no charge to you.
This is not intended to be a full statement of all of your rights under the Regulations. Full details of your rights under the Regulations are available in the UK from your local Citizens’ Advice Bureau.