Returns Policy

Standard Ranges

If you are not 100% happy with your standard range purchase it can be returned for a full refund. The item may be returned up to 30 days from the date of delivery. If there is a flaw or fault with the item when it arrives we must be notified within 48 hours of delivery. Please bear in mind that colours will appear different on every screen and can also differ between production batches. Samples of some of our popular ranges are available (for a refundable deposit) and we recommend checking colour and suitability before ordering. There are deviations possible of up to +/- 5% in rug sizes.

We use a fully insured tracked service for our deliveries and we recommend the same level of courier service for a return. The website www.parcel2go.com offer a variety of tracked services from the major couriers.

Courier costs for larger packages have increased disproportionately over the last months so we can help to reduce the cost of UK returns by arranging the collection on our courier account, and then deducting the amount we are charged from the refund. For rolled rugs up to 180cm width the cost of this service is £20, width 181cm to 230cm is £30, and for widths 240cm to 270cm the cost unfortunately jumps to £60, and for over 271cm the cost is £75. For most collections the courier will bring the returns label, so there should be no need to print anything – but please bear in mind couriers do not give time windows for collections as they do for deliveries. We can arrange the day, but not the time.

Items must be received back in original packaging and be in a resaleable condition. Please ensue all items are securely packaged and protected for the return journey. We may make a deduction to the reimbursement if the value of the goods has been reduced as a result of excessive handling. If new packaging is required to ensure the item is securely protected we can provide this is advance of the return for a £5 charge.

Return postage and packaging costs are non-refundable unless the item is faulty.

Please include your name, address and order number on the return packaging so we can connect the returned item to your order as quickly as possible.

The refund will be applied back to your original payment card within 14 days of the item arriving back to our warehouse.

Exchanges

If you feel another design may work we can offer a free exchange for most sizes. Unfortunately at present this offer is only available for rugs with a width of 230cm or less and for customers in mainland England, Wales, and Scotland - we cannot offer a free exchange service to Northern Ireland. We must be notified within 14 days of the delivery of the first order.

Made to Measure and Custom Sized Mats and Rugs

Floor coverings cut from a roll or made to a specific size cannot be returned for a refund unless delivered damaged or with a manufacturing fault. This includes made to measure mats, custom sized rugs, and any other floor covering cut from a roll or specially manufactured to order. All damages or order errors must be reported immediately on receipt of your order.

Colours will appear different on every screen. Samples of most ranges are available for a refundable deposit, and we recommend checking colour and suitability before ordering. There are deviations possible of up to +/- 5% in bespoke rug sizes.

Returns Address

When returning an item please ensure all items are securely rewrapped in their original packaging. Include your name, address and order number on the return packaging so we can connect the returned item to your order as quickly as possible.

Our warehouse address for returns:
Heugah Interiors
c/o Fulfillment Warehouse Ltd
Unit 25B Anson Business Park
Cheltenham Road East
Gloucester
GL2 9QU