Refund policy
Return, Exchange & Refund Policy
This Returns and Refunds Policy applies to consumer orders placed with Loom Rugs through loomrugs.co.uk. It does not limit any rights provided by law.
1. Your right to cancel an online order
You may cancel most online orders within 14 days after the day you receive the goods. You do not need to give a reason. This right applies to goods bought at full price and goods bought in a sale, unless a legal exception applies.
2. How to cancel
To cancel an order, contact us through the contact page on loomrugs.co.uk within the 14 day cancellation period. Please provide your name, order number, delivery address, and a clear statement that you wish to cancel the order.
3. Returning the goods
After telling us that you wish to cancel, you must send the goods back within 14 days. Please package the rug securely and include your name and order number inside the package.
Send returns to:
RUGMART
71-72 North Street
Guildford
GU1 4AW
4. Condition of returned goods
You may inspect the goods in the same way that you would in a shop. Please take reasonable care of them and return them clean, unmarked, and securely packaged. We may reduce the refund if the value of the goods has been reduced because they were handled more than was reasonably necessary to inspect them.
5. Return postage
You are responsible for the direct cost of returning unwanted goods. Rugs may be large or heavy, so return transport costs may be significant. We recommend using a tracked and suitably insured delivery service. Please keep proof of postage until your refund has been completed.
If the goods are faulty, damaged, not as described, or not what you ordered, contact us before returning them. In these circumstances, Loom Rugs will pay the reasonable cost of return or arrange collection where appropriate.
6. Refund amount
For an eligible cancellation, we will refund the price paid for the returned goods. We will also refund the cost of our least expensive standard delivery option if you paid an outbound delivery charge. Any additional amount paid for express or enhanced delivery will not be refunded unless required by law.
7. When and how refunds are made
We will make the refund without unreasonable delay and no later than 14 days after we receive the goods back, or after you provide evidence that you sent them back, whichever is earlier. We may wait to issue the refund until we receive the goods or receive acceptable proof of return.
Refunds will be made to the original payment method unless another method is agreed. Your bank or payment provider may take additional time to show the refund in your account.