RETURNS & REFUNDS

# Returns & Refunds Policy

**Last Updated:** 28-05-2026

Thank you for shopping with UKS Rugs. We want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, refunds, and exchanges.

## Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.

## Return Eligibility

You may request a return for eligible items within **14 days of receiving your order**.

To qualify for a return, the item must:

* Be unused and in its original condition
* Be returned with original packaging where possible
* Not be damaged due to misuse, handling, or installation after delivery
* Be accompanied by proof of purchase or order confirmation

## How to Request a Return

To initiate a return, please contact us at:

**Email:** [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk)

Please include:

* Your order number
* Full name
* Reason for return
* Photos (if the item is damaged or incorrect)

Our customer support team will provide further instructions regarding the return process.

## Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.

Where applicable, please provide photographs showing:

* The item received
* Any damage or defect
* The packaging

We will review the issue and work to provide an appropriate resolution.

## Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to the original payment method used during purchase.

Please note:

* Processing times may vary depending on your payment provider.
* Refunds may take several business days to appear in your account after they have been issued.

## Exchanges

If you wish to exchange an item, please contact our customer support team. Exchange requests are subject to product availability.

## Non-Returnable Items

The following items may not be eligible for return unless faulty or not as described:

* Custom-made or personalised products
* Products altered at the customer's request
* Items returned in a condition unsuitable for resale due to customer handling beyond what is necessary to inspect them

## Return Shipping

Unless the item is faulty, damaged, or supplied incorrectly, customers may be responsible for return shipping costs.

We recommend using a tracked delivery service when returning items, as we cannot be responsible for items lost during return transit.

## Cancellation Rights

Under UK consumer legislation, customers generally have the right to cancel eligible online orders within 14 days of receiving their goods.

To exercise your cancellation rights, please contact us at:

**Email:** [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk)

## Contact Us

If you have any questions regarding returns, refunds, or cancellations, please contact us:

**Website:** [www.uksrugs.co.uk](http://www.uksrugs.co.uk)

**Email:** [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk)

We are committed to providing helpful and fair customer support and will do our best to assist with any concerns regarding your order.