Our Returns & Refunds Policy

At Rugshop, we stand by our products. We offer a hassle-free 14-day return policy on all items, unless otherwise specified as non-returnable. To initiate a return, simply email us at [email protected], providing your reason for the return. Once approved, you can arrange to have the rug couriered back to our warehouse, or we can arrange a convenient pickup. Upon receiving the product, you can expect your refund to be processed within 3-5 working days. Your satisfaction is our priority.

At Rugshop, we strive for your satisfaction, and our refund policy reflects our commitment to quality and service.

Eligible for Full Refunds:

We gladly offer full refunds in specific situations:

1. Received a Damaged Product: If your rug arrives damaged, we'll provide a full refund to make it right.
2. Received the Wrong Product: If you receive a different product than what you ordered, we'll ensure you get what you wanted and offer a full refund.
3. Not Satisfied with Your Purchase: If the rug doesn't suit your space or doesn't meet your expectations, we value your happiness and will issue a full refund.

Non-Refundable Scenarios:

While we aim to accommodate your needs, there are scenarios where refunds are not issued:

1. Custom-Cut or "Made to Order" Rugs: Customized rugs, tailored to your specifications, are not eligible for returns as they are crafted uniquely for you.
2. Used or Damaged Items: For hygiene and quality reasons, used or damaged items cannot be considered for returns.

If your situation is unique and different from the abovementioned reasons, and you believe that you still deserve a refund, then feel free to take the matter to our friendly customer support team. Our customer executive will get this sorted out diligently.

When returning products to Rugshop, please carefully follow these important guidelines:

1. Preserve Original Packaging: Ensure the original packaging remains intact, and the rug has not been used or damaged in any way. If you no longer have the original packaging, please safeguard your rug during transit by wrapping it in sturdy bin liners. When rolling the rug, ensure the top pile is facing inwards and choose the shortest side for convenience. Seal the packaging securely for safe transport.
2. Prevent Transit Damage: It's crucial to return the product as new, minimizing any potential damage during transit due to incomplete packaging.
3. Courier Return: You have the option to arrange the courier service to our warehouse yourself, or we can assist in arranging the return. Please note that the return cost for the courier service is the customer's responsibility and may vary based on the rug's size, ranging from €10 to €50. For extra large or oversized rugs, the return cost will be determined based on the current pricing from the courier service at the time of return.
4. Non-Refundable Shipping Costs: The shipping cost incurred when you initially purchased the goods cannot be refunded.
5. International Returns: For returns from outside Ireland and the UK, the cost of return, arranged by us, will vary based on the rug's size and the quote provided by our shipping partner.

We appreciate your cooperation in adhering to these guidelines to ensure a smooth return process. If you have any questions or require further assistance regarding your return, please don't hesitate to contact our customer service team. Your satisfaction is our priority.

We at Rugshop curate our rugs from different artisans in different geographic regions, often in developing countries. These products are always authentic and feature impeccable quality. Moreover, we have in-house QA teams who scrutinise each product, the packaging, delivery address, etc. before we send them to you.

Despite all our efforts to supply our customers with the finest rugs and diligent doorstep delivery services, sometimes they want to return the product for vague reasons.

We understand the necessity of having an option to undo your purchase. Our return policy supports that need to the fullest. However, if you return a product just because you don’t like it anymore, it will eventually mean a loss of business for the artisans. Sometimes, it is truly disheartening. That is why we urge our buyers to avoid impulsive shopping and have a mindful approach.

Know your rugs before buying them so that you have fewer reasons to return them. You can seek expert guidance at our site for selecting the perfect product, including the size, orientation, rug positioning, interior design concepts, how to get fit-to-measure rugs for staircases, and many other resources. Use them to make a worthwhile purchase and have a happy shopping experience at Rugshop.