Refund policy
We want you to love your rug. If it isn't right, you can return it to us within 30 days of delivery for a full refund of the item price.
How to return a rug
Log in to your account at prestonrugs.com, open your order and click Request return. Tell us which item and why, and we'll approve the request and send you return instructions by email, usually within one working day. You don't need to call us first, but you're welcome to on 0345 163 2015 if you'd rather talk it through. In the notes, let us know whether you'll send the rug back yourself, drop it at the showroom, or would like us to arrange collection.
All returns come back to our showroom:
Preston Rugs, 144–146 Brownedge Road, Lostock Hall, Preston, PR5 5AE
Please return the rug rolled (not folded), in its original packaging where possible, unused and in the condition you received it. We may reduce your refund if a rug comes back used, marked or damaged beyond what's needed to inspect it.
Return postage
If you've changed your mind, the cost of returning the rug is yours to cover. You have three options:
- Bring it to our showroom in Lostock Hall, Monday–Saturday 10am–5pm — free.
- Send it yourself with any tracked courier. This usually only works for rugs up to around 120×180cm; larger rugs are too long for most parcel services. Keep your proof of postage — the rug is your responsibility until it reaches us.
- Ask us to collect it. We'll book a courier to your door and deduct the cost from your refund:
| Rug size (approx.) | Collection cost |
|---|---|
| Up to 80×150cm | £9.99 |
| Up to 120×180cm | £19.99 |
| Up to 160×240cm | £34.99 |
| Up to 200×300cm | £49.99 |
| Up to 240×340cm | £69.99 |
| Larger | Quoted before booking |
Exchanging for a different rug? We'll waive the collection charge — just tell us which rug you'd like instead when you request the return. Choose a refund to a Preston Rugs gift card and we'll halve it.
Faulty or incorrect items
If your rug arrives damaged, faulty or isn't what you ordered, the return is free. Request the return as above and let us know what's wrong — a photo helps — and we'll send you a prepaid label or arrange collection, then refund you in full or send a replacement, whichever you prefer.
Refunds
We refund to your original payment method within 14 days of receiving the rug back, usually sooner.
Your legal rights
Under the Consumer Contracts Regulations you have the right to cancel an online order within 14 days of receiving it; our 30-day policy extends this. Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 if goods are faulty.