Returns & Free Exchange 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.

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



We offer a free exchange service on your first order only within 14 days of the delivery date.

Should you wish to exchange your rug for a different design or size we will arrange to collect the rug and deliver the replacement at the same time.

Contact us by telephone on 0191 5492783 to advise us of the exchange details

Ensure the rug to be collected is securely wrapped in the original packaging and made watertight as sent out prior to exchange date.

If the exchange rug is unsuitable this can be returned via our Returns procedure as above