If a rug should be returned within our 7 day return policy* then we will issue a refund note to the delivery address, the rug MUST be returned with this note or we will resend the rug/s back to the original address. It is your responsibility to get the rug back to us safely and in an unaltered condition. The rugs must be packaged as it was sent. If you cannot arrange this then we will arrange to have the rug/s uplifted and a charge of £30 + VAT and will be issued and taken off the refund. You can also bring the rug back to us in person but it must be accompanied with a receipt.
A full examination of the rug will be undertaken once we receive the products and if appropriate a full refund will be issued to the debit or credit card used. It is your responsibility to check your order confirmation for any errors prior to manufacture.
We offer a one year guarantee on all our carpets* When referring to the warranty and if it is determined that the damage has been incurred by bad handling then the customer will pay for all repairs. We, The Guild of Oriental Rugs Ltd will be the judge of what the cause of damage is and the outcome. The customer is expected to pay for all transportation costs.
* This does exclude any bespoke piece, special orders or underlay cut to size. Please refer to our offline terms and conditions.