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Order and Returns Information

Change or Cancel an order
Track Your Order
Missing, Incomplete or Damaged Orders
Returns Procedure
Refund Policy
Product Exchanges
Returning an Item Bought on Sale
Return to Store
International Returns

 

Change or Cancel an Order

If you would like to change or cancel your order contact us immediately on 0845 165 6225 (Int: +44 28 302 50027). If your order has not been dispatched we will arrange a cancellation and a refund or exchange.

If your order has already been dispatched or delivered, then you will need to follow our Returns Procedure in the event of any unwanted products.

If you need to change your delivery details contact us immediately on 0845 165 6225. If your order has not been dispatched we will ensure your delivery details are changed. If your order has been dispatched and it is to an incorrect delivery address we cannot be held liable for any losses incurred by you through placing the order.

Please have your order number ready to quote.

Tracking Your Order

You can keep up to date with the progress of your order from order placement to dispatch by logging on to My Account and selecting View Orders.

Once your order has been dispatched we will email you any available tracking information so as you can track your delivery. If no tracking information is available we will provide as much information as possible on estimated delivery dates.

Please contact us for further information on tracking your order.

Missing, Incomplete or Damaged Orders

If your order has not arrived or has only partly arrived please check that it has been dispatched by logging on to the My Account page and selecting View Orders to view the status.

If your order has been dispatched but hasn’t arrived within the estimated time period then please contact our customer services department on 0845 165 6225 or by emailing support@therughouse.co.uk

If your order arrives damaged then please follow our Returns Procedure or contact us for further information.

Returns Procedure

The Rug House Ltd. offers a 60 Day Money Back Guarantee on all products sold on this website that have not been altered for sale!

We want you to be 100% satisfied with your purchase. This is why we offer a straight forward FREE returns and refund policy.

You may return any item FREE within 60 days of receipt for any reason. There are a few simple conditions which must be met in order to qualify for free returns:

  1. The return request must be notified to us within 30 days of receipt
  2. Products must be returned in the condition they were received
  3. Products must be returned in the packaging in which they were received
  4. Returns must be booked by us here at The Rug House Ltd. to qualify for free returns
  5. Paperwork stating your order number, name and address must be included with the return

Collections are booked via a range of couriers including MyHermes, Parcelforce and TNT. We reserve the right to use the courier deemed most suitable by us here at The Rug House Ltd.

*Please note that collections are only available as standard Monday-Friday during normal business hours. Saturday collections can be arranged for a fee, contact us for further information.

*Please note if you book a return yourself without contacting us and receiving confirmation you will be liable for all return costs and will not qualify for free returns

Refund Policy

All returns are inspected upon receipt to ensure they have been returned in a satisfactory condition. Upon satisfactory inspection of the returned item:

  1. A refund will be issued within 14 days of receipt of the returned item
  2. The refund will be issued to the credit/debit card used to place the order
  3. If a gift voucher was used a new gift voucher to the value of the refund will be issued

Please note:

  • We cannot refund any monies paid for enhanced delivery services
  • It is important that any unwanted items, unless faulty, are returned in a re-saleable condition, this includes original packaging and labelling
  • Refunds are not provided for any items that have been altered for sale (unless faulty or damaged)

Product Exchange

We do not offer a service to exchange good purchased online. If you are in receipt of an unwanted item you will need to follow our Returns Procedure and then place a new order.

Returning an Item Bought on Sale

We do accept returns for items purchased while on sale or in a promotion. See our Returns Procedure for further instructions. Please note our Free Returns service does not apply for products purchased while on sale or in a promotion – the purchaser is liable for all return costs of such an item unless it is faulty or damaged.

Return to Store

You can return any item purchased online to our store. Simply bring a copy of your order receipt with you and your refund will be issued via your payment method at the time of purchase.

Store Address: The Rug House Ltd., 23 Shepherd’s Way, Carnbane Industrial Estate, Newry BT35 6EE

Store Opening Times: Monday-Friday 9am-1pm Saturday 9am-1pm

International Returns

Our Free Returns service does not apply for international orders.

If you have received an item that is damaged, faulty or simply unwanted you must contact us to arrange a return:

Phone: +44 28 302 50027
Email: support@therughouse.co.uk

If you arrange a return without contacting us and receiving a confirmation email permitting you to book the return at our cost then you will be liable for all return costs incurred.

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