Refund Policy

14-day return window. Free worldwide shipping. Hassle-free refunds.

Your right to cancel (14 days)

Under UK and EU consumer law (Consumer Contracts Regulations 2014 / EU Distance Selling Directive 2011), you have the right to cancel your order for any reason within 14 days from the date of delivery.

How to request a return

Email info@turkishrug.com within 14 days of delivery, with your order number and the reason for return.
Or use our Right of Withdrawal Form.
We’ll arrange a courier collection from your address (or you may ship the rug back yourself).
Once we receive the rug back in its original condition, we'll refund the full order value to your original payment method within 5 business days.

Conditions

The rug must be returned in its original, undamaged condition (clean, no pet damage, original packaging where possible).
Return shipping cost is the responsibility of the buyer, unless the item arrived damaged or differs materially from the listing.
For international returns, please mark the parcel “RETURNED GOODS” on the customs declaration to avoid additional duties.
It’s recommended to use a tracked, insured courier service for the return shipment. We are not responsible for items lost or damaged in transit.

Non-returnable items

Custom-sourced or made-to-order rugs.
Personalised items.
Sale or clearance items marked as final sale on the product page.

Damaged on arrival

Every shipment is fully insured. If your rug arrives damaged, photograph the packaging and the rug, and contact us within 48 hours at info@turkishrug.com. We’ll arrange a free return and either replace the piece or issue a full refund — including any shipping you paid.

Refund timing

Once we receive the returned rug, we inspect it within 2 business days and process the refund within 5 business days. Depending on your bank, the refund may take an additional 3–10 business days to appear on your statement.

Customs duties

For shipments to the USA, UK, EU, and Canada, we pre-pay all customs and duties. If your order falls outside these regions and you’ve paid customs/import duties, those are not refundable by us — you may apply for a refund directly with your country’s customs authority.