Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn and undamaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at rye@handmaderugs.co.uk. Where we can arrange pickup at a nominal fee of £30 for collection charges.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at rye@handmaderugs.co.uk. 

Quality Guarantee

At Handmade Rugs LTD, every rug we sell is crafted by skilled artisans using traditional techniques and carefully selected materials. We stand behind the quality of every piece we offer.

Our Guarantee Covers:

  • Craftsmanship – Each rug is inspected before dispatch to ensure it meets our quality standards. If you receive a rug with a manufacturing defect, let us know within 14 days and we will repair, replace, or refund it once it has been returned to us and inspected.
  • Materials – We use only authentic, high-quality fibres and dyes. If your rug shows premature wear or colour fading under normal use within 14 days of delivery, please contact us and we will make it right.
  • Authenticity – Every rug is genuinely handmade. We provide full transparency about the origin, materials, and weaving technique of each piece. If you desire further information about an individual piece please do not hesitate to contact rye@handmaderugs.co.uk providing the name, size and stock number of the rug.

What Is Not Covered:

  • Damage caused by improper cleaning, excessive moisture, or misuse
  • Normal wear and tear over time
  • Damage resulting from failure to follow our care instructions

How to Make a Claim: Simply contact us at rye@handmaderugs.co.uk or via phone on 01797 360353 within the guarantee period with your order number and a description or photo of the issue. We aim to respond within 2 business days.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at rye@handmaderugs.co.uk.