Customer Information

Returns Policy on made to measure rugs:
You may return any made to measure rugs (excluding design your own rug & Kids rugs) you have purchased within 7 [seven] working days of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing or other durable medium (including email) within those 7 [seven] working days. While in your possession, you must keep any Products you intend to return to us in good condition. You must arrange for and pay the costs of returning the Products to us. This cost is entirely your responsibility and we will not refund or credit any carriage charges incurred as a result of your cancellation of your order. Upon receipt of the goods, and subject to them being in satisfactory and reasonable condition, you will then be entitled to a refund from us, less the original delivery cost to us which is £45. The refund will be paid as soon as possible, but in any event within 30 [thirty] days. Please note that the refunds will be made using the same payment method as the original payment i.e. a credit card or debit card.

Returns Policy on design your own rug & Kids rugs:
These are non refundable products

Important Info:
Please ensure your rug is unwrapped and opened within a week of receiving your order.

Please do not leave the rug package in a damp room (e.g. garage, cellar, garden shed etc) as it will absorb moisture which might cause damage to your rug.

Made to Measure Rug will not be held responsible for any rugs that have been damaged as a result of the rugs not being opened within a week from delivery or if the rugs have been left in a damp room.

Please take the time to read our full Terms and Conditions