Returns Policy


(1) Introduction

We understand that from time to time you may wish to return a product to us. We have created this 30-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to our website customers.

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).

Any goods we supply which contrevenes your rights as set out by The Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000 will entitle you to a full refund (ncluding the original delivery charges and cost of returning the goods to us), or exchange, upon recepit of the returned goods. For an in depth explanation of the consumer and retailer rights under The Sale of Goods Act please follow the link here.

(2) Damaged/Incomplete Orders

Damages incurred during transit may not be claimed for if the product has been signed for upon receipt of goods. Where there are signs of significant damage to the packaging, the consumer should examine the goods before they are signed for. Alternatively, the delivery may be refused and an alternative delivery made to the consumer at a later date.

Where the damages have not occured during transportation, the consumer will be protected under The Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000 and will be refunded for the cost of any returns made.

Where there may be parts or fittings missing from the delivery, we will endevour to have these delivered to the consumer within 7-10 days from acknowledgment of the goods being incomplete.

(3) Returns

Where you have no other legal right to return goods and receive a refund or exchange, then you will nonetheless be entitled to return goods to us where:

(a) we receive the returned goods within 14 days following the date of the delivery of the product;

(b) the returned goods are unused, in the original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the goods as new;

(c) you comply with the returns procedure set out below;

(d) none of the exclusions set out below apply..

(4) Returns procedure

In order to take advantage of your rights under this returns policy, you must notify us immediately of your intentions for returning any goods.

Any goods returned under this policy must be made using a signed courier service, including a means of tracking the parcel and which will provide insurance for the full value of the goods, should they become lost or damaged in transit.

The consumer will be responsible for incurring the additional postage charges associated with any returns made under this policy.

(5) Exclusions

The following goods may not be returned under this policy:

(a) any product made to your specification;

(b) any product made to order;

(c) gift vouchers.

(6) Refunds

We will refund the full value of any goods properly returned in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the goods to us.

Any refunds entitled to the consumer will be made using the same payment method used to complete the original transaction.

The refund will be processed within 7 days of recepit of the returned goods.

(7) Improper returns

Where you return goods in contravention of this policy (and where you do not have any other legal right to return the goods):

(a) we will not refund or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

(8) Return Address & Contact Information

All returns must be pre-approved. 

Return to:

Rugs123, 44 Queen Street, Lossiemouth, Moray, IV31 6PN

Telephone01343 813271