Refund policy

Returns & Refund Policy

Last Updated: 01/03/2026

Business Name: King Of Rugs T/A Jisa Ventures LTD
Company Number: 16455405
Registered Address: 19 Whinfell Close, Leyland, United Kingdom, PR25 5AL
Email: sales@kingofrugs.co.uk
Website: www.kingsofrugs.co.uk

Please note: This is our registered office and correspondence address only. We operate as an online retail business and do not operate a retail store from this location. No goods are held at this address and we are unable to accept visitors, collections or returns without prior written agreement.

1. Returns Overview

We want you to be satisfied with your purchase. If you change your mind, you may have the right to cancel and return your order in accordance with UK consumer law.

This policy explains your rights under:

The Consumer Contracts Regulations 2013
The Consumer Rights Act 2015

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel:

You must notify us in writing within the 14-day period.

Email: sales@kingofrugs.co.uk

Once you notify us, you then have a further 14 days to return the goods.

3. Return Authorisation Requirement

All returns must be pre-authorised before being sent back.

Please contact us by email to request Return Authorisation before returning any items.

Unauthorised returns may be:

Refused
Returned to the sender at the customer's expense

4. Return Conditions

Returned goods must meet the following conditions:

Items must be unused
Items must be in resaleable condition
Items must not be installed, laid, walked on or used
Items must not be washed, altered or cleaned
Items must be free from odours, stains, pet hair or fibre compression

Customers should inspect rugs on a clean, dry surface only, without laying or installing them.

Original packaging should be retained where reasonably possible.

All returned goods are inspected upon receipt before any refund is issued.

5. Inspection & Loss of Value Deductions

If returned goods show signs of use or handling beyond what is reasonably necessary to inspect them, we may make a deduction from the refund to reflect any loss in value.

Inspection may include checks for:

Foot traffic
Marks or stains
Fibre compression
Pet hair
Odours or scent transfer
Cleaning attempts
Improper repackaging

If goods are deemed not resaleable as new, we reserve the right to refuse the refund.

If a refund is refused and you wish the item returned to you, re-delivery costs will apply.

6. Return Shipping Costs

Customers are responsible for return postage costs, unless the item is faulty, damaged or not as described.

We recommend using a tracked and insured delivery service, as customers remain responsible for the goods until they are received by us.

7. Refund Processing

Once returned goods are received and inspected:

Refunds will be processed within 14 days
Refunds will be issued to the original payment method
Refunds will only be issued once the goods have been confirmed as unused and resaleable

8. Non-Returnable Items

The 14-day cancellation right does not apply to:

Custom-sized rugs
Made-to-order rugs
Personalised rugs

These items cannot be returned unless they are faulty, damaged or not as described.

9. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be:

Of satisfactory quality
Fit for purpose
As described

If your item is faulty or damaged:

You must contact us as soon as possible and provide:

Your order number
A description of the issue
Photographic evidence where possible

If a fault is confirmed:

You may be entitled to a repair, replacement or refund depending on the circumstances.

If the fault is reported within 30 days of delivery, you have the right to reject the goods and receive a full refund.

10. Damage During Delivery

If your order arrives damaged, you must notify us within 48 hours of delivery.

Please email:

sales@kingofrugs.co.uk

Include:

Photographs of the damage
Photographs of the packaging
Your order number

This allows us to investigate the issue with the courier.

11. What Is Not Considered a Fault

The following are not considered product faults:

Natural variations in handmade rugs
Slight irregularities in weave, colour or finish
Size variations of 3–5%
Colour variations due to screen displays
Initial fibre shedding in natural rugs
Normal wear and tear
Damage caused by misuse, improper cleaning or storage
Exposure to excessive moisture or direct sunlight

12. Failed Deliveries & Returned Orders

If an order is returned to us due to:

Incorrect address provided
Refusal of delivery
Failure to rearrange delivery with the courier
Failure to accept delivery

We reserve the right to deduct from any refund:

The original delivery charge
Courier return charges
A reasonable handling or restocking fee reflecting direct costs incurred

13. Contact Us

For all returns, cancellations, or refund enquiries please contact:

Email: sales@kingofrugs.co.uk

Please include your order number in all correspondence.