Returns, refunds & exchanges

At Carpetrug, we want you to shop with confidence. If you change your mind about a standard rug or receive a product that is faulty, damaged or incorrect, we’re here to help.

This policy explains how returns work, who pays return postage, when refunds are issued and what rights you have under UK consumer law.

1. Our 30-Day Returns Policy

We accept returns for both defective and non-defective standard rugs within 30 days of delivery.

If you’ve changed your mind about a standard rug, you can request a return under our voluntary 30-day returns policy.

The following conditions apply:

Return window: Notify us and send the rug back within 30 days of delivery.
Product condition: For non-defective returns under this voluntary policy, the rug must be unused and in new condition.
Return method: By mail.
Return postage: Customers pay return postage and arrange their own return shipping label for change-of-mind returns.
Restocking fees: None.
Exchanges: We do not offer a voluntary exchange service.
Refund processing: Within 7 days of receiving the eligible returned item.

We recommend using the original packaging where possible to protect the rug during transit. However, original packaging is not required to exercise your statutory rights.

These voluntary return conditions do not limit your statutory cancellation rights or your rights if a product is faulty.

2. How to Return a Standard Rug

If you would like to return an eligible rug, please follow these steps:

Email [email protected] with your order number and the item you wish to return.
Tell us whether you are returning the rug because you’ve changed your mind or because there is a problem with it.
We will provide return instructions and explain any relevant arrangements.
Package the rug securely and send it by mail to the return address below, unless alternative arrangements have been agreed.
Keep your proof of postage or tracking details until the return has been completed.

Return address

Carpetrug LTD
6 Bromley Road
Shipley, BD18 4DS
United Kingdom

For non-defective, change-of-mind returns, you are responsible for the direct cost of returning the item.

Some larger rugs may require a specialist return service rather than ordinary post. Where a product cannot normally be returned by post, we will provide the applicable estimated direct return cost before purchase, as required by law.

For eligible faulty or incorrectly supplied products, we will make appropriate arrangements for reasonable return costs in accordance with your statutory rights.

3. Faulty, Damaged or Incorrect Products

We accept returns for defective, faulty, damaged or incorrectly supplied products.

If there is a problem with your order, please contact us at [email protected].

Include your order number and a description of the issue. Photographs are helpful where available, but they are not required to exercise your statutory rights.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for their intended purpose where applicable, and as described.

If a product does not meet these requirements, you may have the right to:

Reject the goods within the applicable 30-day short-term rejection period and receive a refund.
Request a repair or replacement where appropriate.
Receive a price reduction or refund in other circumstances provided by law.

We will cover reasonable return costs where required by UK consumer law.

Faulty products do not have to be unused, in new condition or returned in their original packaging to qualify for statutory remedies.

Your rights for faulty goods may continue beyond 30 days.

4. Statutory 14-Day Online Cancellation Rights

For goods covered by the UK Consumer Contracts Regulations 2013, you generally have the right to cancel an online purchase without giving a reason.

Where this right applies:

You may notify us that you wish to cancel within 14 days after receiving the goods.
Once you’ve notified us, you have a further 14 days to send the goods back.
You can cancel by email or letter using a clear statement of your decision.
You do not need to use a specific cancellation form.
For change-of-mind cancellations, you are responsible for direct return postage costs where lawfully applicable and disclosed before purchase.

Where required by law, we will refund the item price and the cost of the least expensive standard outbound delivery option offered for the cancelled order.

If you originally selected a more expensive delivery option, we are not required to refund the additional amount above the standard delivery cost.

You may inspect the goods as you would in a shop. A deduction may be made for handling beyond what is necessary to establish their nature, characteristics and functioning, but only where the law permits it.

Our voluntary 30-day returns policy is separate from, and does not reduce, your statutory cancellation rights.

5. Cut-to-Size Carpets and Made-to-Measure Products

Carpets cut specifically to measurements chosen by the customer are not covered by our voluntary change-of-mind returns policy.

Products genuinely made to a customer’s specifications or clearly personalised may also be exempt from the statutory 14-day cancellation right under UK consumer law.

This exception applies only where the product legally qualifies. If a product does not qualify for the exception, applicable statutory cancellation rights remain in place.

Your statutory rights are unaffected if a cut-to-size carpet is faulty, damaged, incorrectly supplied or not as described.

If you experience a problem with a cut-to-size carpet, please contact us with your order number and details of the issue. We will assess the circumstances and provide an appropriate remedy in accordance with UK consumer law.

6. Refunds and Processing Times

We aim to process approved refunds within 7 days.

For eligible voluntary returns, refunds are processed within 7 days after we receive and approve the returned item.

For statutory online cancellations, we process the refund within 7 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier. Where no goods have been supplied, we aim to process the refund within 7 days of cancellation.

For faulty-product refunds, we aim to process payment within 7 days after confirming your entitlement to a refund.

In every case, applicable statutory refund deadlines take precedence.

Refunds are issued to the original payment method unless another method is expressly agreed.

Please note:

We do not charge restocking fees.
We do not charge refund administration fees.
Original standard outbound delivery costs are refunded where required by law.
For voluntary change-of-mind returns outside the statutory cancellation period, we normally refund the returned product’s price rather than the original delivery charge.
Your bank or payment provider may require additional time to show the refunded amount in your account.

If you have not received your refund after the expected processing period, please contact us.

7. Return Shipping Costs

Our return shipping arrangements are as follows:

Non-defective products

For change-of-mind returns, customers are responsible for paying return postage and arranging the return shipping label, subject to applicable statutory requirements.

Defective or incorrectly supplied products

Where required by law, Carpetrug will cover reasonable costs of returning faulty, damaged or incorrectly supplied products.

Restocking fees

We do not charge any restocking fees or fixed return administration fees.

Return method

Returns are normally handled by mail. Where a product requires specialist transport, we will explain the appropriate arrangements.

8. Exchanges

We do not operate a voluntary exchange programme for changes of size, colour, design or personal preference.

If you would like a different rug, you may return an eligible product under our returns policy and place a new order.

This does not affect your statutory right to a replacement or another appropriate remedy where goods are faulty or incorrectly supplied.

9. Model Cancellation Form

You may use the following form to cancel an eligible online purchase under your statutory cancellation rights.

Using this form is optional. A clear email or letter is also sufficient.

To: Carpetrug LTD
6 Bromley Road
Shipley, BD18 4DS
United Kingdom

Email: [email protected]

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Product(s): ____________________

Order number: ____________________

Ordered on: ____________________

Received on: ____________________

Customer name: ____________________

Customer address: ____________________

Date: ____________________

Signature (only if submitted on paper): ____________________

10. Your Statutory Consumer Rights

Nothing in this policy excludes, restricts or replaces rights that cannot legally be limited under UK consumer protection legislation.

These rights include those provided by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision of this policy conflicts with mandatory consumer protection law, the applicable legal requirements will take precedence.