Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be totally unused and in the same condition that you received it, inside the original manufacturer packaging. Rugs that are totally bespoke (made to your specific requirements) are non refundable or elegible for cancellation after your order has been submitted to the manufacturer. Gift Cards are also non-refundable. 

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer or to our warehouse without raising an RMA number. Doing so will mean your item will be refused by our warehouse staff without the proper documentation raised.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Please ensure it arrives to our warehouse without damage or missing manufacturer wrapping as this may result in refund deductions or rejection of return. 

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 - 5 working days.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@rughaus.co.uk.

Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@rughaus.co.uk. When an RMA number is logged you can then send your item to: Unit 9 Access 4.20, New Hythe Business Park, Bellingham Way, AYLESFORD, ME20 7HP, United Kingdom.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the purchaser had the order shipped to themselves to give to the gift receiver later, we will send a refund to the purchaser and purchaser will find out about your return.

To return your product, you should mail your product to:
RUGHAUS Ltd, Unit 9 Access 4.20,
New Hythe Business Park, Bellingham Way,
AYLESFORD, ME20 7HP, United Kingdom

You will be responsible for paying for your own transport and transport costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from the total refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and the responsibility of the item remains with the customer until it is signed for into our warehouse or the manufacturer.