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Faulty Goods and Complaints


Please check all goods carefully as soon as you receive them. If the goods are faulty, please let us know immediately and no later than 7 working days from the date of receipt so we ensure to get them returned and inspected no later than 14 days of receipt.

Upon inspection, should your goods be confirmed to be faulty, we will offer you a replacement, a mutually agreeable re-selection or a full refund, inc. cost of collection, whichever you prefer.

Please note that variation of colour is not accepted by us to constitute faulty goods – see Terms & Conditions – therefore, we do not accept responsibility for the cost of returning rugs whose colour has been misrepresented. Variation in design as described in our Money-Back Guarantee section is not accepted by us to constitute faulty goods either.

If you have any other complaints regarding our company or website, please email them to and we will reply within 5 working days and do our best to solve the complaint as quickly as possible.

B2B – Business to Business

We supply B2B as well as B2C. B2B orders cannot be cancelled, returned, or refunded but faulty goods will be replaced. For more information, please see our main B2B page, found here.