Return & Refund Policy

Thank you for shopping at rosewoodcarpets.com. We take great pride in the quality and history of our handwoven rugs. If you are not entirely satisfied with your purchase, we are here to help.

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

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your rug, for any reason.

  • Notification: You must notify us of your intent to return the item within 14 days of delivery.

  • Return Window: Once you have notified us, you have a further 14 days to return the rug to us.

2. Condition of Returns

To be eligible for a full refund, the rug must be returned in the exact same condition in which it was received.

  • It must be free from any new odors (smoke, pets, perfumes), stains, or wear.

  • All original tags and documentation (such as certificates of authenticity for antique pieces) must be included.

  • Vintage/Antique Note: Please note that antique and vintage rugs naturally show signs of age and wear. These are documented in our product descriptions and photos and do not constitute "faults."

3. Non-Returnable Items

We cannot accept returns for:

  • Custom-made or Bespoke Rugs: Any rug altered or created specifically to your dimensions or design.

  • Services: Rug cleaning or repair services already performed.

4. Shipping & Costs

  • Return Shipping: Unless the item is faulty or "not as described," the customer is responsible for the cost of return shipping.

  • Insurance: Given the value of our rugs, we strictly require that returns are sent via a tracked and insured courier service. We cannot issue a refund if the item is lost or damaged in transit back to us.

  • Original Shipping: We will refund the basic shipping cost you paid to receive the item (if any). Enhanced shipping (e.g., Saturday delivery) is non-refundable.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment within 14 days of us receiving the rug.

  • We reserve the right to make a deduction from the refund if the value of the rug has been reduced by unnecessary handling or damage caused while in your possession.

6. Faulty or "Not as Described" Items

If a rug arrives damaged or is significantly different from the description provided on our website, please contact us immediately. In these cases, we will cover the return shipping costs and offer a full refund or exchange.

How to Start a Return

To begin the process, please email us at [Insert Email Address] with your order number and the reason for the return.

Pro-Tips for Rosewood Carpets:

  • Photos are your friend: Always take high-resolution photos of the rug (including the weave and fringe) immediately before shipping it out. This is your evidence if a customer returns a rug damaged.

  • Packing Instructions: Include a small "How to Pack for Return" slip in your shipments. Many customers don't realize that folding a rug incorrectly can damage the foundation of a fine handwoven piece.