Refund & Returns Policy

Last updated: 07 April 2026

At Ruglenza, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it in accordance with this policy and your statutory rights under UK law.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day on which you (or a person you nominate) physically receive the goods.

To exercise your right to cancel, please contact us with a clear statement of your decision:

2. Conditions for Returns

To be eligible for a return, items must be:

  • Returned within 14 days of delivery
  • In their original condition, unused and undamaged
  • In resaleable condition with all original packaging and tags (where applicable)
  • Free from pet hair, odours, stains, or any signs of use

We reserve the right to refuse a return or deduct from your refund if the item shows signs of use, damage, or is not in resaleable condition.

3. How to Return an Item

  1. Contact us at info@ruglenzahome.co.uk to notify us of your return and receive a return authorisation
  2. Package the item securely in its original packaging (or equivalent protective packaging)
  3. Send the item to our return address (below) within 14 days of notifying us
  4. Keep your proof of postage as we cannot be responsible for items lost in transit

Return Address

Ruglenza Ltd
Unit 2 Burley Hill Trading Estate
Leeds, West Yorkshire
England, LS4 2PU

4. Return Shipping

Returns within the 14-day cooling-off period are free of charge. We will provide you with a prepaid return label or arrange collection where appropriate.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

  • If approved, your refund will be processed within 14 days of us receiving the returned goods
  • The refund will be issued to the original payment method used for the purchase
  • We will refund the full purchase price, including the cost of standard delivery (if applicable)
  • If you chose a delivery method more expensive than our standard delivery option, we will only refund the cost of standard delivery

Please note that your bank or payment provider may take additional time to process the refund to your account.

6. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, if your item is faulty, damaged, or not as described, you are entitled to:

  • A full refund if the fault is reported within 30 days of delivery
  • A repair or replacement if reported after 30 days but within 6 months of delivery (unless we can prove the fault was not present at delivery)
  • A partial refund if a repair or replacement is not possible after 6 months

If you receive a faulty or damaged item, please contact us immediately with:

  • Your order number
  • A description of the fault or damage
  • Photographs of the item and packaging

We will arrange return shipping at our expense for faulty or damaged goods.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

8. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom-made or personalised rugs
  • Items that have been used, washed, or altered

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank or payment account again
  • Contact your bank or payment provider, as processing times may vary
  • If you have done both and still have not received your refund, please contact us at info@ruglenzahome.co.uk

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

11. Contact Us

If you have any questions about returns or refunds, please contact us:

  • Email: info@ruglenzahome.co.uk
  • Phone: +44 7721 563218
  • Address: Ruglenza Ltd, Unit 2 Burley Hill Trading Estate, Leeds, West Yorkshire, England, LS4 2PU