Return & Refund Policy

We want you to be delighted with your rug. If for any reason you are not, this policy explains your rights to cancel and return your purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your 14-day right to cancel

You have the right to cancel an online order without giving any reason within 14 days of the day on which you (or someone you nominate, other than the courier) take physical possession of the rug.

How to cancel

To exercise your right to cancel, please contact us before the 14-day window expires:

• By email: info@knottedrugs.co.uk
• By phone: +44 7554 254513
• By post: Knotted Rugs, 82 Bromley Road, Beckenham BR3 5NP, United Kingdom

Please include your order number, the name of the rug, and your contact details. You may use the model cancellation form set out at the end of this policy if you wish.

Returning the rug

• You must return the rug to us within 14 days of telling us you wish to cancel.
• Pack the rug in its original packaging where possible. Rolled (not folded) is essential — folding can crease the foundation.
• Return address: Knotted Rugs, 82 Bromley Road, Beckenham BR3 5NP.
• For larger rugs you may also arrange a hand-back at the showroom by appointment.

Who pays for return delivery?

You are responsible for the cost of returning the rug to us unless:

• The rug is faulty, damaged on arrival, or not as described — in which case we cover the return cost.
• You arranged for us to deliver the rug by hand within Greater London — in which case we will collect it from you at no charge.

We strongly recommend you use a tracked, insured courier — the rug remains your responsibility until it reaches us.

Condition of returned rugs

To receive a full refund the rug must be returned in the same condition you received it. If the rug has been used beyond what is necessary to inspect it (for example placed in a room with pets and showing wear, hair or odour), we may make a proportionate deduction reflecting the diminished value.

Your refund

• We will refund the full price you paid for the rug, including the original standard delivery charge if applicable, within 14 days of receiving the rug back — or within 14 days of receiving evidence that you have sent it, whichever is earlier.
• Refunds are made to the original payment method (Stripe / card).
• If you chose an upgraded delivery option (e.g. white-glove or weekend), only the cost of our standard delivery is refunded.

Exceptions

The right to cancel does not apply to:

• Bespoke or custom-made rugs created or altered to your specifications.
• Cleaning, repair or restoration services that have been performed in full with your prior consent.

Faulty or damaged goods

This policy is separate from your rights under the Consumer Rights Act 2015. If your rug is faulty, damaged on arrival or not as described, please notify us within 48 hours of delivery with photographs. You are entitled to a refund, repair or replacement at no cost.

Model cancellation form

If you wish to cancel using the standard form, please copy and complete the following:

Last updated: 6 June 2026