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Returns & Refunds

We want you to be happy with your new purchase, so if you are not completely satisfied you may return it to us within in 14 days for a refund or exchange provided it is returned in the original packaging and in fully re saleable condition.  Your right to return goods are protected by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods.

To request a refund or exchange please contact us at accounts@therugstudio.co.uk or call us on 01780 239594.

You must contact us within 14 days of receiving your order to request a refund or exchange. The goods must then be returned within 14 days of notifying us. Your refund will be paid within 14 days of us receiving the goods back. Refunds can only be made to the original method of payment.

You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.  An exchange will be sent once the goods have been received.

Any goods returned should be in saleable condition. We would expect the purchaser to cover the cost of return postage to us.  In the event of a return of goods for a refund we will refund the original basic delivery cost, if applicable and with prior agreement.

We recommend you keep the original packaging materials to simplify the process.

If the product returned is not in a fully re saleable condition, or is damaged in any way, we reserve the right to refuse a refund on the item, or to deduct an amount from the original selling price which we believe in our reasonable opinion amounts to the level of damage caused. This does not affect your statutory rights.

 

We’re unable to offer a refund or exchange on bespoke goods unless they’re faulty.

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