Returns & Refunds

Cancelling an online order

Because you buy at a distance, you may cancel without giving a reason within 14 days of the day you, or someone you name, take physical possession of the goods. Where an order is delivered in several consignments, the period runs from the day the last item arrives.

Tell us in a clear statement before the 14 days end: email [EMAIL], telephone [PHONE], or write to [LEGAL ADDRESS]. Quote your order number. You may use the model cancellation form set out in the Regulations, but you do not have to.

Sending goods back

Once you have cancelled, send the goods back within 14 days. Roll rugs pile-side out around a core rather than folding them, and keep the original sleeving where you still have it. You may examine goods as you would in a shop; if their value is reduced by handling beyond that, we may deduct the reduction from your refund.

You pay the cost of return unless the goods are faulty, misdescribed or not what you ordered. For rugs up to 20 kg this is ordinary parcel carriage. For broadloom rolls, stair runners and anything over 20 kg we can arrange a collection with our carrier and deduct the actual cost from the refund; we will confirm that figure in writing before it is booked.

Refunds

We refund within 14 days of receiving the goods back, or of the day you show us they have been sent, whichever comes first. Refunds go to the payment method used for the order.

The refund covers the price paid plus the standard outbound delivery charge. If you chose a faster or timed delivery, we refund the standard rate rather than the premium. Where you cancel part of an order and the remaining items still qualified for the delivery you chose, the delivery charge is not refunded.

Refunds are issued in the currency of the original payment. If you paid in one currency and view prices in another, the amount returned is the amount charged; movements in the exchange rate between order and refund are outside our control.

Cut and made-to-measure goods

The 14-day cancellation right does not apply to goods made to your specification or clearly personalised. That covers broadloom carpet cut from the roll to your dimensions, stair runners cut to length, and rugs bound or bordered to your instructions. Check your measurements carefully before confirming, and order a sample if you are unsure of a colour.

This exception does not touch your rights if cut goods arrive faulty, misdescribed, or cut to dimensions other than those you confirmed. In those cases the section below applies in full.

Faulty, damaged or misdescribed goods

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you may reject the goods and ask for a full refund.
• After 30 days and within six months you may ask for a repair or replacement. If that fails or cannot be done in reasonable time, you may claim a refund, which may be reduced to reflect the use you have had.
• After six months the same remedies remain available for up to six years in England, Wales and Northern Ireland, and five years from discovery in Scotland, though you may be asked to show that the fault was present at delivery.

Photograph any transit damage before unwrapping further and send the images with your order number. Do not return damaged goods before contacting us; we will arrange collection at our cost.

What is normal in a woven floor covering

Some characteristics are inherent to the goods and are not faults. Hand-knotted rugs vary from their stated size by up to three per cent. Abrash, the banding that comes from dye lots changing mid-weave, is a mark of hand-dyed wool. New cut-pile carpet and wool rugs shed loose fibre for several weeks. Natural fibre floor coverings such as jute, sisal and seagrass react to humidity and are not suitable for bathrooms. Pile direction makes the same rug read light from one side and dark from the other.

Non-delivery and late delivery

Unless we agree another date, we deliver within 30 days of the order. If we miss that, you may set a new reasonable deadline; if we miss that too, you may cancel and receive a full refund. If delivery by a specific date was essential and you told us so when ordering, you may cancel straight away.

Complaints

Write to [EMAIL]. We acknowledge complaints within two working days and aim to resolve them within ten. If you are not satisfied with our answer you may take the matter to an approved alternative dispute resolution provider, and nothing here affects your right to go to court.