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 should be returned in their original condition, unused and unwashed, with any original labels and packaging where possible.

You may inspect the item as you would in a shop, but please do not wash or use it before deciding whether to keep it.

If an item has been handled beyond what is necessary to inspect it, including being washed or used, and this has reduced its value, we may make a reasonable deduction from the refund to reflect that loss in value.

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it.

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 your item arrives damaged, faulty, incorrect or is not as described, please contact us at hello@ruglord.co.uk with your order number and details of the issue.

If the goods are faulty, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015. In most cases, customers have a 30 day short term right to reject faulty goods and receive a refund. Further rights may apply after this period.

If we ask you to return a faulty, damaged or incorrect item, we will cover the reasonable cost of return postage.

5. Exclusions

The right to cancel does not apply to personalised or custom made products, if offered.

For change of mind returns, items should not be used, washed or altered. If an item has been handled beyond what is necessary to inspect it and this has reduced its value, we may make a reasonable deduction from the refund.

Returns requested outside the applicable cancellation period may be refused unless another legal right applies.

These exclusions do not affect your rights where an item is faulty, damaged, incorrect or not as described.

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.