We’re always trying to give our customers the best possible buying experience. We’ve noticed that the majority of our online competitors stick within The Distance Selling Regulation 2000. This gives you the right to cancel your order with 7 working days after you have received the goods, however, we wanted to go one step better. Instead, here at Rug Mountain, we offer a 30 day return policy. This gives you plenty of time to return the products back to us for an exchange or refund in you’ve changed you mind.
We’re confident that you will be more than satisfied with your goods once you've received them as we pride ourselves of offering both quality products and customer service. However, in the unlikely event you do want to return something to us, here are the following terms:
If the purchased good have not yet been dispatched, we will issue the cardholder a full refund within 5 working days from receipt of the refund request.
If the ordered goods have been dispatched from our warehouse but have not yet been delivered, we will refund the order unless any delivery charges occurred.
Customers are entitled to cancel the contract at any time so long as it is no later than 30 days after you receive the goods in accordance with the Consumer Contracts Regulations 2013 for sales on or after 13th June 2014. This does not apply to discontinued and bespoke products, which get made to your specifications.
If the goods have already been dispatched, or you have already taken delivery, you must follow our easy procedure by contacting us via email (firstname.lastname@example.org). We will then provide you with all the details on where and how to send your goods back to our warehouse. You must ensure that the goods are wrapped and packaged securely so to protect the product from damage. Failing this, we reserve the right to charge the customer the cost of the damaged goods, or deduct it from the refund amount. Opened packs can only be returned if in a sellable condition. All goods are inspected upon arrival into our warehouse.