Returns Policy
Changed Your Mind?
You can return any item to us for any reason (unless it is named as a non-returnable item) as long as you notify us - by email or by phone - within 7 working days of the delivery date of your goods. When you contact us, we will issue you with a Returns Code and send you a returns label for your parcel. If you do not let us know within this time, you forfeit the right to a refund for the goods unless they are faulty.
In some circumstances, we may accept a return notified to us outside the specified seven day period but you will not be eligible for a refund; you will be offered an exchange or credit note ONLY. You must still have contacted us and received a Returns Code to qualify for this though.
Any returned item received by us that has NOT been notified to us and a Returns Code issued for it, will forfeit the right to a refund or credit note.
If you are returning an item for any reason other than it is faulty or damaged, you are responsible for the return of the goods. You can either arrange the return yourself, in which case a full refund for the item will be given on receipt of the item. We do not refund for any delivery charges you may have paid to receive the item. Or, if you prefer, we can arrange to collect the goods from you. This service incurs a charge which will be deducted from your refund.
Please note: We are unable to accept responsibility or cover the return carriage costs should there be a variation in colour within our images or descriptions. This also applies to dimensions of products.
Please return your item via Royal Mail to the following address:
Returns
Rugs & Things Limited
PO Box 7767
DERBY
DE1 0SLTel: 01332 603492
If you wish to return your item via a carrier, give them this address and our phone number and they can call us for the postal address but we do not give out this address to the general public.
If you would like us to collect the rug from you and deduct the charge from your refund, the following charges apply:
Collection from Mainland UK:
| Item weighing under 10kg | £25.00 |
| Item weighing 10kg-20kg | £30.00 |
| Item weighing more than 20kg | £40.00 |
If you require collection from anywhere outside Mainland UK, these charges are in addition to the amount charged for delivery. For instance collection of an item under 10kg from the Scottish Highlands would be £10.00 + £25.00 = £35.00.
We can arrange collection any day Monday to Friday but cannot specify a time other than between 9.00am and 5.30pm. You will need to ensure that someone is there or the driver has access to collect the item. If the driver is unable to collect due to no answer at the address specified and no instructions have been left for him as to where the parcel can be picked up, there will be an extra charge of £8.50 for each subsequent attempt made, which will be deducted from your refund along with the collection charge.
Goods must be returned in the same condition as they were sent to qualify for a refund. You must ensure that the parcel is securely wrapped to prevent damage in transit. Failure to do so voids your claim for a refund. If a parcel is received damaged and it is deemed the fault of the carrier not the packaging, a refund will still be given.
Non-returnable Goods
We do not accept returns of stair rods, door threshold bars, cut to length runners, cut to length carpet protector, Flotex flooring or custom rugs (including personalised items) as these are made to order and are sold as non-returnable items unless they are deemed to be faulty or damaged on arrival.
Faulty Goods
We check all our products before despatching them but we cannot check those items sent directly from the manufacturer. If you should receive an item that is defective, please let us know immediately so the item can be returned to the manufacturer for analysis. If they agree the item is faulty we will contact you and arrange for either a replacement or a full refund to be given to you. NB: In most cases, we will request that you return the item to the manufacturer or to us by 1st Class Recorded Post or Parcel Post (depending on weight). If the item is then deemed faulty by the manufacturer, we will refund the cost of the carriage. If the item is not deemed faulty, you will not receive a refund for the carriage charge as this will be considered a normal return as above.
Please note: The shedding of the pile on all rugs and bath mat sets is a natural characteristic and is not classified as a fault. We recommend that all bath mat sets are washed before first use to remove the excess cotton fibres that are created by the manufacturing process.
If you have any queries about returns please contact us on 01332 603492 or email returns@rugsandthings.co.uk.