Refund policy

We want you to love your rug. If it isn't right, here's how returns work.

 

Change of mind

You have 30 days from receiving your order to return it for a refund. The rug must be unused, in its original condition and packaging. For change-of-mind returns, you cover the cost of return postage — rugs are bulky, so we recommend a tracked, insured courier and keeping proof of postage.

 

Faulty or damaged items

If your rug arrives faulty, damaged, or not as described, we'll put it right at no cost to you — we'll cover return postage and either replace the item or issue a full refund. Please contact us within a reasonable time of receiving it, with a photo of the issue where possible, so we can sort it quickly.

 

How to start a return

Email info@prestonrugs.com or call 0345 163 2015 with your order number and we'll guide you through it.

 

Refunds

Once we've received and inspected the returned rug, we'll process your refund to the original payment method within a few working days. Refunds for change-of-mind returns cover the price of the goods; the original outbound delivery was free, so there's nothing to deduct there.

 

Your statutory rights

None of the above affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.