Refund policy
30-day returns, and we pay the postage
If you're not happy with your rug, send it back within 30 days of delivery for a full refund. You don't need to give a reason, and we cover the cost of return carriage.
Email support@rugcraftworks.com with your order number and we'll arrange collection or send you a prepaid label.
This 30-day policy is our own promise to you and is more generous than the law requires. Separately, and in addition, UK consumers have a statutory right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013. Nothing here reduces that right.
Condition of returned rugs
Please keep the rug in re-saleable condition and return it in its original packaging where you can. You're welcome to unroll it and live with it — that's rather the point of a 30-day window — but a rug that has been cleaned, cut, altered, or damaged may have its refund reduced to reflect the loss in value.
Roll the rug, don't fold it. Folding creates permanent creases in the pile and is the single most common cause of a reduced refund.
How long refunds take
Once the rug reaches us we inspect it and process the refund to your original payment method. Allow up to 14 days from our receiving it, though it's usually much quicker. Your bank may take a few further days to show it.
Handmade variation
Every handmade rug we sell is made by hand, and that has consequences worth stating plainly:
- Colour varies. Yarns are dyed in small batches, so the exact shade may differ from the photograph and from another rug in the same design. Screen calibration adds more variation.
- Pattern varies. Motifs are worked by eye, not printed. Small asymmetries are characteristic of hand-weaving, not defects.
- Texture varies. Pile height and density shift slightly across a hand-knotted or hand-tufted rug.
These aren't grounds for a faulty-goods claim — but they're entirely covered by the 30-day return policy above if the rug simply isn't what you hoped for.
Size tolerance
Hand-woven rugs are finished on a loom under tension and settle once released. Actual dimensions may differ from the stated size by up to ±3% — roughly ±5 cm on the length of a 160 × 230 cm rug. Please allow for this when measuring, and see our Size Guide.
A rug falling outside ±3% is a genuine fault. Contact us and we'll put it right.
Shedding
New wool rugs shed loose fibres for the first few weeks, sometimes months. This is normal for hand-tufted and hand-knotted wool and settles with regular gentle vacuuming. It isn't a defect — though again, the 30-day return covers you if you'd rather not live with it. See Rug Care.
Faulty or damaged rugs
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a rug arrives damaged, isn't as described, or develops a fault, email support@rugcraftworks.com with photographs. We'll repair, replace or refund it, and we cover carriage both ways.
For transit damage, photographs taken before you fully unroll the rug make the carrier claim much easier — do tell us within 48 hours if you can.
Items we can't accept back
Rugs made or altered to your specification — custom sizes and bespoke commissions — unless they're faulty.
How to start a return
Email support@rugcraftworks.com with your order number. We'll confirm the details and arrange carriage before you send anything. Please don't post a rug back unannounced, as we may not be able to match it to your order.
Returns address:
Rug Craftworks Returns Unit 242, Aylesford Business Centre The Coach Works, Old Mill Lane Aylesford ME20 7DT United Kingdom
Bloom Technologies Ltd, trading as Rug Craftworks 2301, 23/F Bayfield Building, 99 Hennessy Road, Wan Chai, Hong Kong support@rugcraftworks.com