Please check the size, colours, design, material and other specifications shown on the product page or agreed with us before placing your order.
Handmade variations
Small variations in colour, texture, pattern, pile and dimensions are a natural part of handmade rugs. Screen settings and lighting can also affect how colours appear. Minor variations that do not make the rug materially different from its description or agreed specifications are not treated as defects.
Change of mind and custom orders
We do not offer voluntary change-of-mind returns or refunds for rugs made to your individual specifications or clearly personalised for you. For other rugs, we do not offer voluntary change-of-mind returns beyond any rights that apply by law. A standard size or design is not necessarily a personalised item merely because we make it after an order is placed.
Where applicable law gives you a right to cancel an eligible online purchase, you may exercise that right by emailing dearrugs@gmail.com with your order number. For eligible UK consumer orders, you can notify us within 14 days after receiving the rug and then send it back within the following 14 days. Please contact us for the return address. You are responsible for the direct return shipping cost of a change-of-mind return unless the law requires otherwise. Any refund required by law will be made to the original payment method within the applicable legal time limits.
Wrong, faulty or damaged rug
If your rug is materially different from the confirmed order, faulty, or arrives damaged, email dearrugs@gmail.com as soon as possible with your order number and clear photos of the rug and, for delivery damage, the packaging. We will review the issue and work with you on an appropriate solution. This may include repair, return and remake, replacement, or another agreed solution, including a refund when required by applicable law.
Please contact us for return instructions before sending a rug back. We will not charge return shipping for a confirmed error on our part or where applicable law requires us to cover it.
For delivery damage, we will investigate with the courier. Our use of a courier does not remove any rights you have against us under applicable consumer law.
Nothing in this policy limits any cancellation, repair, replacement or refund rights you have under applicable law. For help, contact dearrugs@gmail.com.