Refund policy

Rugoutlet.uk Returns and Refund Policy

Last updated: 24 September 2026

We want you to be satisfied with your purchase. This policy explains our voluntary 30-day returns offer and your separate statutory rights. Nothing in this policy limits or excludes rights that cannot lawfully be limited or excluded.

30-day change-of-mind returns

For eligible standard-stock rugs bought online, you may tell us that you wish to return the rug within 30 days after the day it is delivered to you.

To start a return, email info@rugoutlet.uk with your order number before sending the rug. We will confirm the return address and provide packing guidance. Please do not send a return to a manufacturer or another address unless we have instructed you to do so.

Inspecting and caring for the rug

You may carefully unroll and inspect the rug at home to assess its appearance, size and suitability, as you could reasonably do in a shop. Please take reasonable care of it and return it securely packaged.

If handling goes beyond what is reasonably necessary to inspect the rug and reduces its value, we may make a deduction from the refund where the law permits. Examples may include new stains, odours, pet damage, cleaning, treatment, alteration or prolonged use.

Statutory cancellation rights

If you are a consumer and buy an eligible item online, you normally have a legal right to cancel within 14 days after the day you, or a person you nominate, receives the goods. After notifying us of cancellation, you normally have a further 14 days to return them.

Our voluntary 30-day return period gives additional time for eligible standard-stock rugs; it does not replace your statutory rights.

Return delivery costs

For a change-of-mind return, you are responsible for the direct cost of returning the rug unless the product page, promotion or order confirmation expressly states that Rugoutlet will provide free return delivery. Because rugs can be large and heavy, please contact us before arranging a return. We may be able to arrange a suitable collection and tell you the charge before you agree to it.

If the rug is faulty, materially misdescribed, damaged in delivery or incorrectly supplied and you have a legal right to return it at our cost, we will arrange or reimburse reasonable return costs as applicable.

Refunds

Where you validly exercise your statutory right to cancel, we will refund the price paid and any standard outbound delivery charge paid, in accordance with applicable consumer law. If you chose a more expensive delivery method, we do not have to refund the amount above the cost of our least expensive standard delivery option.

We will make the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you sent them back. Different timing may apply where we have agreed to collect the goods. We may withhold the refund until the goods are returned or evidence of return is provided, where the law permits.

Refunds are normally made to the original payment method. Your bank or payment provider may take additional time to show the credit after we have issued it.

Faulty, damaged, misdescribed or incorrect goods

We have a legal duty to supply goods that conform to the contract. If a rug is faulty, damaged in delivery, incorrectly supplied or materially different from its description, contact us as soon as possible at info@rugoutlet.uk. Please include your order number, a description of the issue and photographs where reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to reject the goods, or to a repair, replacement, price reduction or refund. These rights may continue after our voluntary 30-day return period has ended.

Handmade, vintage and antique rugs

Handmade rugs may display natural variations in dimensions, shape, colour, weave and pattern. Vintage and antique rugs may show age-related wear, restoration or patina. Where these characteristics are accurately disclosed in the product description or clearly shown in the photographs and are consistent with the nature of the rug, they are not automatically faults.

This does not affect your rights where a rug is materially misdescribed, where significant wear or damage should have been disclosed but was not, or where the rug otherwise fails to conform to the contract.

Bespoke and altered rugs

The normal change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised, including a rug cut, resized, altered or specially commissioned to your requirements. We will identify any applicable exception before you order. This does not affect your rights if the item is faulty or misdescribed.

Sale and ex-display rugs

Sale, clearance and ex-display rugs retain all statutory consumer rights. Any condition issue specific to an ex-display, vintage or clearance rug should be disclosed on the product page.

Contact us

RUGMASTER LTD trading as Rugoutlet.uk
24 Aylmer Parade, Aylmer Road
London N2 0PE, United Kingdom
Email: info@rugoutlet.uk
Telephone: 020 8341 9191