Refund policy

Returns & Refunds Policy

Effective Date: 20/05/2025

This Returns and Refunds Policy applies to all purchases made on the Rug Lord website and complies with UK consumer legislation.

1. Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods. 

To cancel, email hello@ruglord.co.uk quoting your order number. You must then return the item(s) within 14 days of notification.

2. Returning Items

Items must be returned in original condition, unused, unwashed, and with all original packaging and labels. Unless the item is faulty or incorrect, the customer is responsible for return postage.

Include a note inside the parcel with your name and order number.

Returns should be sent to our designated return address (provided upon request or in your return confirmation email).

3. Refunds

Once we receive and inspect your return, we'll email you to confirm approval.
If approved, your refund will be processed to your original payment method within a few working days.

We will issue refunds within 14 days of receiving the returned goods. Refunds will cover the cost of the item and the original standard delivery charge. Premium delivery upgrades are not refundable.

4. Faulty or Incorrect Items

If an item arrives damaged, faulty, or not as described, please contact hello@ruglord.co.uk within 14 days of receipt. We will arrange for a return, repair, replacement, or refund at no cost to you.

5. Exclusions

• Used, washed, or altered items
• Personalised or custom items (if offered)
• Returns requested after the legal time limit without prior agreement

6. Contact

For all return requests or questions, please contact our team at hello@ruglord.co.uk.

This policy does not affect your statutory rights.