This procedure is designed to deal with the following;

• Received goods that were damaged in transit
• Received goods found to be faulty when unpacked
• Received goods found to be at variance with what was ordered
• Unwanted rugs – 30 days with no quibble as to why you want to send it back. Call or email us

Please notify us within 24 hours of shortages or damage

In accordance with our Terms & Conditions of Sale, we reserve the right to offer a replacement, allowance, or full refund of the purchase price.

• Please return in original or similar packaging. Further packaging can be obtained upon request.
• If your rug has arrived in damaged packaging, wherever practicable, it should be noted and signed for on the carrier’s consignment note.
• A quick phone photo will clarify courier is at fault

Claims for Defective Products

1. Immediate Actions Required

To initiate a claim, you must contact the support team “right away” via:

• Email: sales@shop4rugs.co.uk

• Required Info: Your order number and specific details of the fault.

2. Resolution Options

Once the fault is confirmed, the company provides four main pathways:

• Replacement: A new version of the same item.

• Alternative: An agreed-upon different product.

• Full Refund: A complete reversal of the charges.

• Shop Credit: A balance added to your account for future use.

3. The “No-Cost” Guarantee

Note: If the product is verified as damaged or faulty, the company will arrange to collect the order at no cost to you. You should not be out of pocket for return shipping in these instances.

A quick tip: If you are the customer, it’s always a great idea to attach photos of the damage to your initial email. It usually speeds up the “agreed alternative” or refund process significantly because it saves the support team from having to ask for proof later!

Initiating Your Return

• Timeframe: You must notify the shop of your intent to return the items within 14 days of receipt, starting the day after delivery.

Methods

• Contact the shop via email.
• Complete the form below.

Shipping and Handling

• Cost: Returns are made at your own expense.
• Condition: You must take reasonable care of the items; they must be returned in saleable condition and securely packaged.
• Recommended Method: Use a recorded delivery service and adequately insure the goods to cover their full value in the event of loss or damage in transit.
• Alternative Option: The shop can provide a courier service for a quoted fee; in this case, the courier will arrive with the return label.

Returns Address

Send your securely packaged items to:

Shop4rugs The Summerhouse, 20 Brackley Avenue, Burslem, Stoke-On-Trent, ST67DN

Refunds

• • Processing Time: All refunds are processed within 14 days of the cancellation of your order or the receipt of your returned goods.

For Returns

Please complete the form below: