Returning Damaged, Faulty or Incorrect Rugs


This procedure is designed to deal with the following situations:
Please notify us within 24hours of shortages or damage
• Received goods that were damaged in transit
• Received goods, found to be faulty when unpacked
• Received goods, found to be at variance with what was ordered

In these cases, you need to notify within 24 hours of delivery, and formally request Shop4rugs to arrange a return.

We will require a photograph to demonstrate the damage in transit or the fault on the rug so that the claim can be processed and assessed.

In accordance with our Terms & Conditions of Sale, Shop4rugs reserves the right to offer replacement, allowance, or full refund of the purchase price.

Please Note:
• All goods must be returned in original or appropriate packaging, failing which no credit will be issued. Further packaging can be obtained from Shop4rugs upon reasonable request.
• If upon Shop4rugs receiving the returned goods, they are found not to be faulty or damaged, Shop4rugs with have the option to either not issue a credit for the invoiced rug together with any associated carriage charge originally invoiced, or to charge a £30 / €35 restocking fee per rug.
• We reserve the right to refuse a request to return items if no supporting evidence can be provided.
• If a package has arrived in damaged packaging, wherever practicable it should be noted and signed for on the carriers consignment note, Asiatic reserves the right to refuse a full credit for the damaged rug if this procedure is not followed.
Claims for Defective Products

For items that customers believe are performing poorly or are not up to standard then a request for return must be completed. This should detail the nature of the problem and be supported with photography.

Shop4rugs will assess each claim on its merits and if the collection is agreed this will be at our expense. Claims for accidental damage/ misuse of product, such as staining will not be accepted.

Claims arising from fair wear and tear, wilful damage or abnormal storage will not be accepted.

Discretionary Returns

We will not accept returns for the following such reasons:
• Wrong size or colour ordered
• Customer changed mind
• Accidental damage such as spills & pulled yarns
• Rugs that appear to be deliberately damaged rugs
• Multiple rugs ordered by a single customer for a home approval process

A request for return form can be completed in these cases and Shop4rugs will then decide whether to accept such a return.

If the return is approved, then goods must be returned in original packaging materials.

In any event, the cost of collecting the rug would be at customers expense plus there would be a £30 / €35 restocking fee applied, with these amounts reducing any credit applied.

Any credit would only be issued after inspection of the returned piece. If deemed not to be faulty or not as described, then no credit would be issued.

In any event, there would be no refund of any initial delivery charges for discretionary returns.

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