Returns Policy
Your satisfaction is guaranteed. If you change your mind, you can return your rug within 30 days of delivery for a full refund.
How to Return an Item
To start a return, email info@prestigerughouse.co.uk within 30 days of receiving your order, quoting your order number. We will reply with a Returns Authorisation Number and the return address.
This creates a written, dated record of your request. Returns received without a valid Returns Authorisation Number cannot be accepted. This 30-day window is our own goodwill policy and is in addition to your statutory right to cancel within 14 days under the Consumer Contracts Regulations.
Return Conditions
To be eligible for a refund, your item must be:
- Returned within 14 days of receiving your Returns Authorisation Number
- Unused, undamaged and in its original condition
- In its original, fully intact packaging
- Securely packed for return shipment
Return Shipping Costs
- For change-of-mind returns, the cost of return postage is the customer’s responsibility, and original delivery charges are non-refundable.
- We recommend a tracked and insured courier service — rugs are valuable and we cannot refund items lost or damaged in return transit.
Refunds
Once we receive and inspect your return and confirm it is in the same condition as dispatched, we will issue your refund to the original payment method within 14 days. Depending on your bank or card issuer, it may take a few additional days to appear.
If you have not received your refund within the expected timeframe, please check your bank account and contact your card provider first, then contact us at info@prestigerughouse.co.uk if it still has not arrived.
Faulty, Damaged or Incorrect Items
If your rug arrives faulty, damaged or not as described, you are entitled to a full refund, replacement or repair under the Consumer Rights Act 2015 — and we cover the cost of return postage in these cases. Please report any damage within 30 days of delivery, with photos, to info@prestigerughouse.co.uk.
Exchanges & Replacements
If you would prefer an exchange rather than a refund, we are happy to arrange this — the same return conditions apply, and any price difference will be charged or refunded accordingly. Alternatively, you may request a credit note in lieu of a refund, valid for 12 months from the date of issue.
Items That Cannot Be Returned
The following cannot be returned for a change of mind:
- Items that have been used, soiled or altered from their original condition
- Custom, bespoke or made-to-order rugs, once production has started
- Items returned without a valid Returns Authorisation Number
- Items returned outside the agreed window without prior agreement
This does not affect your rights if an item is faulty or not as described. If a returned item does not qualify for a refund, we will contact you; the item remains your property and will be held for 30 days for collection or re-delivery at your cost.
Contact Us
For all returns and refund enquiries, email info@prestigerughouse.co.uk. Return address: Prestige Rug House, 40b Wickham Road, London, SE4 1NZ. We aim to respond to all enquiries within one business day.