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Refund and Returns Policy
Refunds & Returns Policy
Refunds & Returns
At Express Rugs Ltd, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy outlines your rights and obligations when returning an item, and applies in conjunction with your statutory rights under UK law.
1. Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return goods within 14 days of delivery for a full refund. As a goodwill gesture, we extend this period to 28 days from the date of delivery.
To exercise this right, you must notify us in writing by email at sales@expressrugs.co.uk
within the 28-day period, quoting your order number.
- Items must be returned in an as-new, unused condition, free from damage, stains, or odours.
- The item must be returned in suitable, secure packaging to prevent damage in transit.
- You must include your name, address, and order number inside the package so we can identify your return.
You are responsible for arranging and paying for the return postage. We recommend using a tracked and insured courier service (e.g. Evri, Interparcel, ParcelCompare) as we cannot be held liable for items lost or damaged during return transit.
Refunds will be processed within 2 working days of receipt and inspection of the returned goods, using the original payment method.
2. Faulty, Damaged, or Incorrect Items
If your rug arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery by emailing sales@expressrugs.co.uk
, providing photographs of the fault or damage.
- If a fault can be established from photographs, we will arrange either a replacement or a refund, depending on your preference.
- If further inspection is required, we may request that the item be returned to us. In such cases, we will discuss the method of return with you and provide instructions.
- If, upon inspection, the item is confirmed to be faulty, we will reimburse your return postage costs and arrange a replacement or refund.
- If the item is found not to be faulty, the return will be treated as a change of mind return, in which case you will be responsible for the return postage cost.
3. Exclusions from Returns
We cannot accept returns for the following:
- Items that have been used, soiled, damaged, or altered in any way by the customer.
- Rugs that have been cut, trimmed, or modified after purchase.
- Items returned outside of the 28-day window (unless faulty under statutory rights).
4. Processing of Refunds
Refunds will be issued within 14 days of us receiving your returned item (though we usually process within 2 working days). Refunds will only be made to the original payment method.
5. Statutory Rights
Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015. You are entitled to a full refund or replacement if goods are found to be faulty, not as described, or not fit for purpose.
7. Customer Support
If you wish to arrange a return or discuss your eligibility under this policy, please contact us at: 0121 516 1824 or by email at: customerservices@expressrugs.co.uk.
We are committed to making the returns process as straightforward and fair as possible.
Contact Us
Got a question about this policy, your order, or anything else? We’re always happy to help. Drop us an email, send a secure message or give us a call on 0121 516 1824.
