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Returns and Refunds

This policy contains all the information you need to return any items you purchase.

 

Can I cancel my order?

You can cancel your order at any time before the items are dispatched for delivery except where the items are excluded under the following section and the supplier has already begun the manufacturing process, in which case the order is not cancellable. To request a cancellation please visit this page

If you cancel an order before an item is delivered but after a time when dispatch or delivery cannot be stopped then you will have to accept delivery and return the goods in accordance with this policy.

I have received an item which I do not want, can I return it?

You can return most items purchased via our website within 30 days, beginning on the date that you received the item. Items that are excluded from this are

  1. Items made to the customers specification or are personalised
  2. Items that show obvious signs of use
  3. Items that have been stained or damaged through use
  4. Items that have pet or human hair on them
  5. Items that are not correctly packaged for the return and as a result become damaged or dirty in transit.
  6. All Returned Items are thoroughly inspected by our returns team and if they are returned in a condition that as deemed as no longer sellable your refund will be refused.

 Can I return damaged or faulty items? 

You may return any item which is delivered damaged or faulty, or becomes damaged or faulty within 30 days of delivery providing that the damage or fault was not as a result of misuse or used outside of the intended purpose or not consistent with the manufacturers instructions.

We suggest you take photographs of any damage to the items and the packaging.

 

How do I return items?

You must contact us by email or visiting this page before returning your items. So we can provide a Returns Authorisation Number and a returns label.

When contacting us, we will need to know the reason for the return.

We will arrange for collection of the items unless you inform us that you will make your own arrangements, in which case you must return them to us within 5 days of receiving the Returns Number and label. It is recommended that you use tracked and insured delivery to us. 

You should securely package the items, preferably using the original packaging ready for collection or you returning the items. 

You are responsible for the items from delivery to you until they are collected or received by us, therefore you must keep the items in good condition and not use them for their intended purpose.

 

What are the costs of returning an item? 

If you are returning items within 30 working days because you no longer want them, you are responsible for paying for cost of returning the items to us. 

For Rugs, return or collection costs for UK mainland only are as follows;

60 x 230 - £10

80 x 150 - £10

80 x 250 - £10

80 x 300 - £10

120 x 170 - £10

140 x 200 - £10

160 x 160 - £15

160 x 230 - £15

200 x 290 - £15

240 x 330 - £15

Return for handmade rugs varies dependant on Size and weight and individual quotes will be provided upon request.

*This amount will be deducted from your refund

A surcharge applicable on all Rug orders with the following post codes; 

 

Return Surcharges

Postal Region Postal Code District Per Small/Large Rug Per X-Large Rug
Portsmouth PO31 - PO41 £14.00 £25.00
Aberdeen AB1 - AB9 £19.00 £25.00
Falkirk and Stirling FK19 - 21 £19.00 £25.00
Inverness IV1 - IV9 £19.00 £25.00
Kirkwall KW1 - KW9 £19.00 £25.00
Paisley PA20 - PA39 £19.00 £25.00
Paisley PA62 - PA78 £25.00 £65.00
Paisley PA40 - PA61 £19.00 £25.00
Perth PH1 - PH5 £19.00 £25.00
Northern Ireland BT1 - BT9 £14.00 £28.00
Isle of Man IM1 - IM9 £25.00 £71.00
Kilmarnock KA28 £25.00 £65.00
Truro TR21 - TR25 £25.00 £60.00
Guernsey GY1 - GY9 £25.00 £60.00
Jersey JE1 - JE5 £25.00 £60.00
Outer Hebrides HS1 - HS9 £25.00 £60.00
Lerwick ZE1 - ZE3 £25.00 £60.00

 

For international orders outside the UK, the collection costs will be quoted by our customer service team. 

If you are returning items because they are damaged or faulty, we will arrange for collection and pay for the return.

 

Examination of the items

Upon our receipt of the returned items, they will be inspected by us.

If items are being returned because you do not want them, the items must be undamaged, unused and clean in full working order. Returns received that are dirty and show clear signs of use will be rejected and returned with no refund.

If the items are being returned because they were damaged or faulty when you received them, we will inspect the items to ensure they were not damaged by mishandling or misuse. Where it is economical to do so, we may attempt to repair the goods, or provide a refund of the price. Where items are to be repaired, we will endeavour to carry out those repairs as quickly as possible, but we do not offer any guarantee towards repair times, as this can sometimes be determined by third parties, where we need to order parts or return the items to the manufacturer.

We will not be liable to provide temporary alternatives or substitutes during the repair times, nor for any claims for losses or damages incurred whilst repairs are taking place.

Refunds

We shall issue a refund of the cost of the products minus return fee if applicable, surcharge delivery costs will not be refunded.

We may deduct or refuse refund of the items as a result of use, misuse or mishandling; including any assembly or disassembly of the items.

Refunds will be made within 30 working days of us receiving the items using the same method used by you to make the payment to us.

You can contact us directly by writing to support@homelooks.com .

 

 

 

 

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