Refund policy

Effective date: 15 October 2026

At RUGLINA, we want you to feel confident about every purchase. This policy explains your cancellation and return rights, including the statutory rights of UK consumers. RUGLINA does not offer an additional voluntary change-of-mind return period beyond applicable statutory rights.

Nothing in this policy excludes or restricts any mandatory consumer rights under applicable law.

1. 14-Day Cancellation Period

If you are a consumer in the United Kingdom, you normally have the right to cancel an eligible online purchase within 14 days beginning on the day after you, or a third party nominated by you other than the carrier, receives the goods.

To exercise your right, notify us clearly of your decision to cancel before the deadline by emailing ruglina.uk@gmail.com. Please include your order number and the product or products concerned, if available. You do not have to give a reason or use a particular form.

After notifying us, you must send the goods back within a further 14 days. Your cancellation is not subject to RUGLINA's prior approval.

2. Return Address and Instructions

Contact ruglina.uk@gmail.com for the correct return address and practical shipping instructions. We will provide an appropriate return destination for your order. Please do not send goods to our registered office or production facility in Türkiye unless we expressly instruct you to do so.

Requesting return instructions does not extend the statutory return deadline. A valid cancellation notification remains effective even if return instructions have not yet been issued.

For change-of-mind cancellations, customers are responsible for direct return shipping costs where these costs have been properly disclosed before purchase, unless we agree otherwise. Faulty or misdescribed goods are treated separately under Section 8.

3. Product Condition

You may inspect the goods in the same way you reasonably could in a physical shop. We recommend returning rugs securely packaged, together with supplied accessories and documentation, to help avoid transit damage.

Original packaging is recommended but is not an absolute condition of exercising your statutory cancellation right. If you handle the goods beyond what is necessary to establish their nature, characteristics and functioning, we may make a reasonable deduction for any resulting reduction in value, where permitted by law.

4. UK Statutory Consumer Rights

For eligible UK distance purchases, the cancellation notification period is 14 days after delivery, followed by a further 14 days to send the goods back. RUGLINA does not offer a separate voluntary 14-day period in addition to these rights.

Where required by law, we will refund the original standard delivery charge. If you selected a more expensive delivery service, we are not required to refund the difference above the least expensive standard delivery option offered.

Your separate statutory rights concerning faulty, damaged, incorrect or misdescribed products are unaffected. See Section 8.

5. Return Shipping Options

For change-of-mind returns, you may choose one of the following options:

RUGLINA Prepaid Return Label

RUGLINA may provide a prepaid and tracked return label. If you choose to use this service, the applicable return shipping fee shown below will be deducted from your refund.

Where this option is available, these are subsidised return shipping fees. If the actual carrier charge exceeds the published fee, RUGLINA will cover the difference.

Customer-Arranged Return

You may arrange and pay for your own tracked return shipment to the return address supplied by RUGLINA.

If you arrange your own return, no RUGLINA return shipping fee will be deducted from your refund. You will pay the carrier directly and remain responsible for obtaining and retaining proof of shipment.

6. Prepaid Return Shipping Fees

Important: Return shipping fees apply per item and are deducted from your refund only when a prepaid return label provided by RUGLINA is used. No fee applies to faulty, damaged or incorrect items. For sizes not listed above, RUGLINA will confirm the applicable return shipping fee before issuing the return label.

Return shipping fees are separate from any free outbound shipping offered with the original order. RUGLINA does not charge an additional return processing or restocking fee.

7. Custom-Made and Personalised Products

Products made to a customer’s individual specifications cannot normally be returned because of a change of mind. This includes products made using:

• Customer-supplied dimensions;

• Customer-supplied artwork or designs;

• Personalised text or imagery;

• Bespoke colours; or

• Other individually requested specifications.

Choosing a standard size, shape, design or colour offered in the RUGLINA catalogue does not, by itself, make a product personalised.

Custom-made and personalised products remain protected by applicable consumer law if they arrive faulty, damaged, incorrect or not as described.

8. Faulty, Damaged or Incorrect Products

If a product arrives faulty, damaged, incorrect or not as described, please contact ruglina.uk@gmail.com as soon as reasonably possible.

To help us investigate the issue promptly, please provide your order number, a description of the problem and, where reasonably possible, photographs or video showing the issue and packaging.

Photographs or video are helpful but are not mandatory conditions for exercising your statutory consumer rights.

Where a product does not conform to the contract, RUGLINA will provide the remedies required by applicable consumer law. Depending on the circumstances, these may include:

• A full refund
• A repair
• A replacement
• An appropriate price reduction

Where RUGLINA is legally responsible for the return of faulty, damaged, incorrect or misdescribed goods, we will cover the reasonable return costs. No prepaid return label fee will be deducted.

Under the UK Consumer Rights Act 2015, consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the applicable statutory rules.

Additional rights to repair, replacement, price reduction or a refund may continue after this initial period.

Nothing in this policy restricts your statutory consumer rights.

9. Refund Processing

For eligible UK statutory cancellations, RUGLINA will issue the refund within 14 days after receiving the returned goods or receiving acceptable evidence that they have been sent back, whichever is earlier.

Where no goods have been supplied or no goods are required to be returned, the refund will be issued within 14 days of receiving the cancellation notice.

Refunds will be made using the same payment method used for the original transaction, unless the customer expressly agrees otherwise. No additional fee will be charged for the refund itself.

Where permitted by law, any applicable deduction for diminished value caused by handling beyond what is necessary to inspect the goods may be applied.

If you choose a RUGLINA prepaid return label, the applicable return shipping fee disclosed in Section 6 may be deducted from your refund, provided that you have agreed to use this service.

No return shipping fee will be deducted for goods that are faulty, damaged, incorrect or not as described, where RUGLINA is responsible for the return costs.

10. Order Cancellations

To cancel or change an order, please contact ruglina.uk@gmail.com as soon as possible.

If you cancel an eligible standard-product order before dispatch, we will process the cancellation in accordance with applicable statutory rights.

If the order has already been dispatched, it may no longer be possible to stop the shipment. Once delivered, you may request a return in accordance with this policy.

For genuinely bespoke or personalised products made to a customer's specifications, the statutory change-of-mind cancellation exception may apply even before production starts. Please contact us promptly about any requested cancellation; we will confirm what is possible. This does not affect your rights if the final product is faulty, damaged, incorrect or not as described.

11. Delays Outside Our Reasonable Control

Events outside our reasonable control may occasionally delay transportation, return inspections or communications. We will keep affected customers informed and process all returns and refunds as quickly as reasonably possible.

Nothing in this section limits any refund deadline or statutory consumer right imposed by applicable law.

12. Contact Us

For cancellations, returns or refund enquiries, please contact:

RUGLINA Customer Support
Email: ruglina.uk@gmail.com
Website: https://ruglina.co.uk