Returns Policy

This policy outlines our returns procedure. We have a dedicated email address - returns@thinkrugs.co.uk for all queries. 

Please clearly note any restrictions on the customers availability or mark as none, if the requested collection fails then a £30 failed collection charge will be deducted from any credit due or will be charged to your account.  

Any queries sent outside of this process will be returned and you will be asked to redirect to the returns@thinkrugs.co.uk mailbox for us to track and respond accordingly.  

Returning Faulty, Damaged or Incorrect Products

• Products received damaged in transit 
• Products received faulty when un-packed 
• Products received found to be different to what was expected.  

In any of the above cases please notify returns@thinkrugs.co.uk within 7 days of delivery, and formally request Think Rugs to arrange a return. 

All returns require photographs to show the damage or fault on the product. The claim can be then assessed and processed. 

In accordance with our terms and conditions of sale, Think Rugs reserved the right to offer replacement or a full refund of the purchase. 

Important to note: 

• All products must be returned in original or appropriate packaging, adding additional packaging where needed. Please note that Think Rugs will not accept unwrapped or inadequately wrapped items. The packaging must be sufficient to protect the item during transit and be waterproof. Cling film, bin liners and similar plastic packaging are not adequate or appropriate, and items wrapped in such manner will be returned to you. 
• After receiving the product, if this is found not to be faulty or damaged Think Rugs will not issue the credit and may charge an additional £30 re-stocking fee per item. 
• We reserve the right to refuse any returns if there is no supporting evidence. 
• If a package has arrived in damaged packaging it should be noted when signed for on the carrier’s consignment note. Think Rugs reserves the right to refuse a full credit for the damaged product if the procedure is not followed. 
• Failure to adhere to the following instructions may result in a credit note to your account. If a replacement is required, you may be charged full price. 

Claims for faulty Products

For products that customers believe are performing poorly or not considered up to standard then a request for return must be completed. The problem must be detailed and supported with photography. Think Rugs will assess each claim and if a collection is agreed this will be at our expense. 

Claims that will not be accepted

We do not accept returns for the following reasons: 

• Customer change of mind  
• Care instructions not followed 
• Accidental damage such as spills, pulled yarns 
• Product that gives the impression of deliberate damage 
• Multiple products ordered by a single customer for home approval process. 

Failed Deliveries (direct to customer delivery)

The courier will attempt delivery and leave a card if no one is at the address. They may attempt to leave with a neighbour or local post office and note this on the calling card, if not they will attempt to deliver again the following day. If no one is home on the second attempt they will return the parcel to their depot, again noting on a calling card, this will stay at the local depot for 3 weeks after the dispatch date, at which point they will return the item back to our warehouse. 

 If the item has not been received and your customer has not received a calling card; we would expect the customer to make contact chasing the item within 3 working days from the expected arrival date. 

Warranty

We do not offer a warranty. The products are covered by the sales of goods act and are subject to ‘reasonable use’ rules. 

Generally, we would expect a product to last at least 6 months. This is not a guarantee of replacement or refund. 

Returns Form

Goods can only be collected or replaced once this form has been completed and approved.
ALL GOODS MUST BE WRAPPED IN THE ORIGINAL PACKAGING OR ALTERNATE HEAVY DUTY WRAPPING WITH THE ENDS SECURED BY TAPE.

Please be aware, items not correctly wrapped will not be credited or may be re-charged to your account.
By submitting the below form, you acknowledge that you confirm that the goods are available for collection and have been suitably wrapped. No credit will be issued if goods are returned unwrapped. Timed collections are not possible. The retailed will be responsible for aborted collection charges. All returns are as per our Returns policy, as shown above. Any claims for damaged on delivery must be notified as specified above.