Damaged, incorrect or faulty orders....

If you have received an item which is clearly damaged, please reject this with the courier at the point of delivery and contact us as soon as possible to let us know.
If you have noticed a fault or have received the incorrect item after opening your item, we will require pictures of both the labels, if faulty, please also include images of the area damaged.
Any faults are to be logged within 48 hours of receiving the item. We request that you do not continue to use the item. Once you have taken your images of the defected area and the labels on the back of the rug, please securley re-package the item. We are also required to request images of the item fully packaged, prior to booking on a collection so that we can provide evidence of items being securley packaged to our courier. We will then consult with the relevant people then respond to you with a further update regarding scheduling the collection of the item and also the replacement if required.

Please contact to discuss any issues  via email at info@rugstorene.co.uk  or by calling us on 0191 5492783