Returns Policy


You can return any UNUSED items within 30 days of the original delivery date for a FULL REFUND.

UNUSED means not walked on, even without shoes and rolled up as sent out in the original packaging.

The customer is responsible for arranging the return and any returns costs unless the item is significantly different as described / shown or deemed as faulty.


When returning goods please ensure they are:

Rolled tightly along the width of the rug, ie the shortest side.

Example: When a 230x160 is packaged the length of the package should be no more than 165cm.

Wrapped in original packaging and resealed to make watertight with suitable heavy duty tape.

If goods are returned in used, soiled, stained or damaged condition in any way no refund will be issued.

We will return these items back to you and may charge for this service at our discretion.

We will provide information for suitable couriers to use if you do not have a preferred delivery company, details on request.

Whilst we do not endorse any specific courier services, here are some reputable online couriers who are known to collect parcels of all sizes, you can schedule the collection to take place from your address so it can be returned to us easily, PLEASE specify “deliver to addressee only” to the courier.

Prices for returns can vary greatly please see our FAQs for more details.

Please see the list below of online courier companies to use:



Collect My Parcel


You must inform us by email that you intend to return your rug before sending it back to us. We can then add you to our Customer Returns List.

IMPORTANT: Please include your name and order number on the outside of the packaging to enable us to identify and refund your order.

We will process all refunds within 24 business hours of receipt of goods returned, we can only refund the debit, credit card or Paypal account used for the original purchase.

Please note the time taken for a card refund to be credited to your account will depend on your bank or credit card issuer.

The return address is as follows:

Returns Dept
Rugstore NE
6 Station Road
Tyne & Wear
0191 5492783