Returns

 

Returns and Refund Policy

Bespoke / made to order or custom made rugs cannot be returned unless there is a fault with the rug. The rug is non-returnable and non-refundable. This made to order rug enters production after the agreed deposit and therefore this returns policy comes into effect after the deposit has been made.

For stocked items / non-made to order please read our returns policy below.

If it has been agreed that a return is possible please adhere to the following returns policy ;

Please inspect items as soon as the delivery has been made and report any issues within 14 days of the delivery date. After this date, we will deem the delivery as accepted.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must not have been altered in any way from the rug that was delivered. For rugs that have been altered, please refer the paragraph above as the altered rug will become a custom rug. It must also be in the original packaging. 

If you are unsatisfied, please inform us before returning the goods by emailing info@rugsmiths.com

If there is any damage or faulty products, we would appreciate it if you could attach a photograph. Any damage or fault must be reported within 7 days of delivery. All claims must be requested in writing and require approval from Eben Contemporary Ltd.  Where appropriate inspection may be required by Eben Contemporary Ltd and if agreed a like for like replacement will be issued.

We document all dispatches by video and photographs before, during and after packing.

Once your return is received and inspected, we will notify you. If necessary, your refund will be processed.

If a refund is issued, the currency of the refund will be in GBP regardless of the currency the purchase was made in. The refund will be for the amount showing on the issued invoice.  

We cannot accept the return of products which are damaged after delivery. We photograph all goods before, during and after packaging. 

You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable. 

For international returns duties and customs fees cannot are not the responsibility of Eben Contemporary Ltd or Rugsmiths.

We reserve the right to cancel any order without explanation. 

None of our terms and conditions affects your consumer rights.

Returns should be sent to ;

Eben Contemporary Limited

First Floor

Waterside House

Waterside Dr

Wigan

Lancashire

WN3 5AZ

Please email us if you need any further advice info@rugsmiths.com