Return Policy

The Luxurious Rugs must be notified within 7 days of receipt of the rug, while the exchange item/s must be returned within 14 days. Items sent back to us without first requesting a return will not be accepted.

To start a return, you can contact us at hello@alluxurious.com, If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

The Luxurious Rugs is dedicated to providing quality, value for money, and satisfaction for all our customers, if you are you not happy and satisfied with your purchase, The Luxurious Rugs will exchange for the value of the product purchase less our actual inbound shipping cost.

Please note that we try our best to describe products as accurately as possible. With the amount of light in an area, colors and shades may vary.

If you can't find the rug you were looking for on our website, give us a call/email and we'll organise a return label. Our courier will collect the rug 24 to 48 hours. Once we receive the item back we will issue the refund back.

We want our customers to feel confident in their purchase and we will only accept a return if the rug is returned to us undamaged, and with no signs of use. If you are completing a return, we can arrange a collection from you.

You can always contact us for any return questions at hello@alluxurious.com

 If you are returning goods to us, then we can arrange collection from you. The collection cost will be actual inbound shipping cost, (Terms and Conditions May Apply).

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right for you.

We will collect damaged or faulty goods for return at no cost to you and replace the goods. If we cannot supply the goods purchased then we will provide an agreed alternative, or offer a full refund.

Please note that products which are handmade from natural fibers will be individual in colour, size, and may have slight imperfections in weave detail. Sprouting yarns where strands of wool have ended and started during the weaving process may be visible or become visible over time. These characteristics are not defects, instead, they are naturally occurring features of this product. A faulty product return will not be accepted on this basis.

It is a must for us to be notified of a damaged or faulty product within 48 hours after you receive your product to be eligible for a replacement or refund. After this time period, it will not be possible for you to return your goods. Requests for return of goods MUST be in writing.

Please note that our products are described as accurately as possible, and due to the amount of light in a room, the color and shades may vary on items.

If you cannot find the rug you are after on our website, a credit note for the value of your purchase will be issued. This credit note will be valid for 12 months from the date of issue.

When returning a rug bought during a sale and exchanging for another item, we can only apply the discounted price if the sale is ongoing. Once the sale has ended, a credit note for the amount that you have paid will be sent to you which you can use to purchase another rug.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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