Returns & Refunds

  • Start your return

    Simple Automated Returns: No need to go through the hassle of contacting us :) Simply visit our returns portal link below to initiate your return or exchange. Please utilize the return portal link provided below to submit your request, whether it be for a straightforward return or exchange, a fa...

  • Return Costs

    RETURN COSTS Return Shipping Responsibility & Guidance Return Cost information can be found in our help center, every product page, every email we send you (including order confirmation email), the return portal, chatbot, and the homepage footer Customers bear the responsibility for return...

  • Faulty Returns

    Simple Automated Returns: No need to go through the hassle of contacting us :) Transparency: We pride ourselves on being upfront and transparent about potential return costs, setting us apart from others. Our process is streamlined for your convenience. Say goodbye to the inconvenience of waiting...

  • Disclaimer for Colour, Image, and Design.

    PRODUCT COLOR & DESIGN DISCLAIMER Our colour disclaimer can be found in our help centre, every product page, every email we send you (including order confirmation email), the return portal, chatbot, and the homepage footer At Rug Love, we strive for transparency and clarity regarding the co...

  • Defective Item Returns & Exchanges

    FAULTY COLLECTIONS & EXCHANGES Please utilize the return portal link provided below to submit your request, whether it be for a straightforward return, a faulty item, an incorrect order received, or damage caused by the courier. Please make sure to upload images regarding the issue if releva...

  • what address should I use to return my items to you?

    Return Address: All return items should be directed to: Rug Love Returns, CW Flooring (Carpet Wizard), 436 Ormskirk Road, Wigan, WN5 9DF. Rug Love is not liable for any items returned to the incorrect address. While booking the return courier online, if prompted for a contact name, number and em...

  • Have you received my returned items?

    There's no need for direct communication with us for return, exchange, faulty, or incorrect item requests. Our automated system handles these processes seamlessly. Simply follow the link provided below. Once we've received your returned rug, you'll automatically receive an email notification. Ano...

  • Proper Rug Packaging Guide

    Proper Rug Packaging Guide: Ensure that the rug is entirely covered, sealing both ends firmly using robust packaging tape or cable ties. Avoid masking tape or standard sellotape. The rug should be free from external elements like dirt, moisture, and odors and must be returned in a pristine, resa...

  • Can I return my rug to you in person?

    All returns must be submitted via our designated returns management platform to qualify for a return and refund. We cannot accept them in person. All returns must be sent through a courier; there are no exceptions to this policy. Please utilize the return portal link provided below to submit your...

  • Looking to exchange your rug for a different size?

    Looking to exchange your rug for a different size? Absolutely, you can! Use the link below to access our automated return portal. There's no need to contact us. Just pick the desired size and follow our standard return steps for your current rug. Please utilize the return portal link provided bel...