Refund policy

Bought something that isn't quite right? Send it back to us within 30 days, and we'll sort out a full refund for you.

Sending Something Back

Posting your return yourself

Getting your return back to us is your responsibility as the customer, so we'd recommend choosing a service that offers both tracking and insurance to cover the value of your item. For larger parcels, Transglobal is a solid option, and Parcel2Go works well for smaller returns, with both collection and drop off available depending on what suits you best. Some drop-off points will ask you to print a label at home before you go, so it's worth checking ahead.

Couriers will ask for your parcel dimensions when you book the return. Make sure you give them the measurements of the parcel as it will be shipped, either rolled or boxed, rather than the actual dimensions of the rug.

Using our returns service

If you'd rather not arrange it yourself, we offer a returns service starting from £4.95. Get in touch on 01482 259392 or drop us an email at hello@rugsbysjb.co.uk and we'll get it sorted for you.

• A home collection can be arranged for a flat fee of £11

• This service is available across England, Scotland and Wales, though it does not currently cover the Highlands and Islands or Northern Ireland

• International returns are not covered by this service

• The cost of using this service comes off your refund rather than being charged separately

• Your original delivery charge will not be returned unless the item you received was faulty

Send returns to: SJB Rugs, 213 Chanterlands Avenue, Kingston upon Hull, United Kingdom, HU5 3TP

Postage and packaging costs for returns are non-refundable as a general rule. If your item has arrived damaged or faulty, please get in touch straight away, and we'll arrange everything on our end at no cost to you.

Please send everything back in its original packaging and in the same condition it arrived in.

Your Questions Answered

How should I package my return? The original packaging is always the best option if you still have it. If not, find something sturdy enough to protect the item properly on its way back to us, as we can only process returns that arrive in good condition.

How long will my refund take? Once we receive your return, we'll process your refund within 28 days. Please note that delivery costs will be deducted from the refund amount unless you arranged and paid for your own courier service.

Is a home collection available? Yes, we can arrange a collection from your address for £11. Just call or email us to get it booked in. Please note that any parcel wider than 1 metre cannot be accepted at drop-off points and will need to be collected or sent back via an alternative service that you arrange yourself.

CANCELLATIONS

Changing your mind

Once your order is placed, we have a limited window to make any changes before it moves through our system. If you'd like to add something to your order, the simplest option is to place a second order for those items separately.

To update a delivery address, remove an item or cancel your order altogether, please call us on 01482 259392 as soon as you can. Have your order number and the date you placed it ready when you call, as this helps us find your order quickly.

If your order has already left us by the time you get in touch, please refer to our returns process above once it arrives with you.

Consumer Contracts Regulations 2013 (EU customers only)

Beyond our standard returns policy, EU customers purchasing online or by phone benefit from the following rights under this legislation:

• You may cancel your order at any point up to 14 days after the date you receive your goods

• This right to cancel does not cover goods that have been made specifically to your requirements

• You are responsible for keeping the goods safe while they remain in your possession pending return

• To cancel, please contact us with a written statement that includes your full name, address, order details and contact information

To exercise your right to cancel, please call us on 01482 259392. Once you have notified us, please return the goods within 14 days at your own expense. We will refund you via your original payment method within 14 days of receiving the goods back. Where goods have been handled more than was reasonably necessary to inspect them, we reserve the right to make a deduction from the refund to reflect any reduction in value.