Refund policy

This policy complies fully with the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

LEGAL COMPLIANCE

This policy complies fully with:
    •    Consumer Rights Act 2015
    •    Consumer Contracts Regulations 2013
    •    UK Trading Standards Guidance

At Alvo Rugs, our policies are designed to balance exceptional customer service with the realities of production.

Returns & Refunds Policy

1. Statutory Right to Cancel (Change of Mind / Non-Faulty Returns)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your purchase and return your rug for any reason within 14 calendar days of receiving your delivery.

Conditions for Change-of-Mind Returns:

Notification Window: You must notify us of your intent to cancel within 14 calendar days starting from the day after your order is delivered. Once notified, you have a further 14 calendar days to send the item back to our return facility.
Return Shipping Fees: The customer is responsible for paying the costs of return postage via a tracked and insured courier service as rugs are bulky items.
Condition of Goods: Rugs must be returned unused, clean, free of pet hair or household odours, and in their original re-sellable condition. Items must be securely packaged in their original protective plastic or suitable heavy-duty packaging to prevent damage during transit.
Diminished Value: Under UK law, we reserve the right to deduct an amount from your refund if the value of the goods has been diminished as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the rug (e.g., excessive wear or dirtying).

GOV.UK
Return Address: Returns must be authorised by our team so we can provide you with the correct return hub information.

2. Defective, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to goods that are as described, fit for purpose, and of satisfactory quality.

Reporting Transit Damage or Manufacturing Defects:

If your rug arrives damaged in transit, develops a manufacturing fault, or you receive an incorrect item, we will resolve the issue immediately at zero cost to you.

Free Return Collections & Replacements: We will organise a free courier collection from your address or provide a prepaid return label. Upon inspection, you will be offered a full refund or a free replacement dispatched at the earliest available date.
30-Day Short-Term Right to Reject: If your item is faulty, you have a legal 30-day short-term right to reject the item from the date of delivery for a full refund.

Mandatory Photo & Video Evidence: To allow us to verify claims and process returns with our logistics and manufacturing partners, you must provide clear evidence within 14 days of delivery:
1. Packaging: Clear photos of the outer wrapping and shipping label (especially showing any tears or punctures).
2. Full Item: A photo showing the full rug laid flat in natural lighting.
3. Defect Close-Up: A clear, close-up photo or short video showing the specific damage, pile defect, or stain.

Important (Missed Courier Collections): When a free collection date is agreed upon, please ensure someone is available at the premises. If the courier attempts collection and no one is present, any subsequent re-booking fee charged by the courier may be deducted from your final claim.

3. What We Cannot Accept (Exclusions)

We cannot accept returns, issue refunds, or provide free replacements under the following circumstances:

Normal Wear & Tear: Gradual shedding, minor colour variations inherent to natural fibres, or flattening of the pile over time due to high foot traffic.
Customer Misuse & Accidental Damage: Stains, liquid spills, pet damage, snags caused by vacuum beaters, or failure to follow rug care and cleaning instructions.
Bespoke / Custom Items: Rugs that have been custom-woven or altered to bespoke dimensions specifically requested by the buyer (Note: standard pre-made sizes listed on our site are not exempt and qualify for standard 14-day cancellation).
Unauthorised Returns: Items sent back without contacting customer support first to receive return approval and a tracking reference code.

4. How to Initiate a Return

Submit a Request: Please fill in the return form which can be found on the link to this section. Start a return
Attach Supporting Media: If your claim involves damage or defects, attach the required 3 photos listed in Section 2.
Receive Return Authorisation:
- Return authorisation instructions and our designated return hub address (for change-of-mind returns).
- A prepaid shipping label or confirmed courier collection date (for faulty/damaged items). Please allow at least 3 business days for courier collection confirmation.

5. Refunds & Processing Times

Once your returned item arrives at our inspection facility:

Inspection: Our team will inspect the item within 7 business days to verify its condition or confirm the reported fault.
Notification: We will send you an email notification confirming whether your refund has been approved.
Payment Credit: Approved refunds will be automatically credited back to your original payment method within 10 business days.
Original Shipping Costs:
- For standard cancellations (change-of-mind) under the 14-day rule, we will refund the full purchase price plus our standard outward delivery fee (if applicable). Any premium express delivery surcharges selected at checkout are non-refundable.
- For faulty or damaged items, all shipping costs are fully refunded and covered by Alvo Rugs Ltd.