Returns & refunds
Easy returns.
No fuss.
We want you to love your rug. If something isn't right, we'll make it right — here's how it works.
Our returns window
You have 14 days from the date of delivery to request a return. Once your request is approved, you'll have a further 7 days to send the item back to us.
To be eligible, rugs must be returned in their original condition — unused, uncut, and free from damage, odours, or pet hair. Please keep the original packaging where possible.
How to return
Get in touch
Contact us within 14 days of delivery with your order number and reason for return.
Wait for approval
We'll confirm your return within 1–2 working days and provide return instructions.
Send it back
Pack the rug securely and ship it back using a tracked service.
Refund issued
Once received and inspected, your refund will be processed within 5 working days.
Return postage
Unless your item is faulty or we made an error, return postage costs are the responsibility of the customer. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
If your rug arrived damaged or incorrect, we'll cover the cost of return shipping in full — just let us know when you get in touch.
Refunds
Refunds are processed to your original payment method. Please allow 5 working days from the date we receive your return for the refund to appear, though it may be sooner.
Original delivery charges are non-refundable unless the return is due to our error or a faulty item.
Non-returnable items
- —Rugs that have been cut, altered, or fitted
- —Items returned outside of the 14-day window without prior agreement
- —Rugs showing signs of use, damage, or soiling not present on delivery
- —Items returned without contacting us first
Faulty or damaged items? Please contact us within 48 hours of delivery with photos of the damage. We'll arrange a replacement or full refund as quickly as possible — no need to return the item in most cases.
Get in touch
If you have any questions about a return or your order, don't hesitate to reach out. We're a small team and we'll always get back to you promptly.
Email us at direct@jcrugs.co.uk and include your order number for the fastest response.