Refund policy

Returns & Refunds

We want you to love your new rug. If something isn't right, here's how returns work.

Received the wrong item?

Please let us know within 24 hours of delivery and we'll arrange to collect it and get the correct rug to you as quickly as possible, at no cost to you.

Defective or damaged goods

If you discover a defect in your rug within 7 days of delivery, report it to us immediately at info@rugwarehouse.co.za with your order number and clear photos of the issue. Once approved, we'll arrange courier collection. After the rug has been received and inspected, we'll repair, replace or refund it. Where a refund is due, your banking details will be verified and the refund processed to the original payment method or by EFT.

Conditions

  • Your original invoice / order number is required for any exchange, return or refund.
  • Items must be unused, in their original condition and packaging.
  • Rugs that have been physically altered (cut, trimmed, modified) cannot be returned.
  • Minor variations in colour between product photos and the actual rug can occur due to screen settings and are not considered defects.
  • Where the return is not due to our error, return courier costs are for the customer's account.

How to start a return

  1. Email info@rugwarehouse.co.za with your order number, the reason, and photos if applicable.
  2. We'll confirm the return and arrange collection or provide the return address.
  3. Once received and inspected, your exchange, credit or refund is processed within 5 business days.

Nothing in this policy limits your rights under the Consumer Protection Act, 68 of 2008.