Refund policy

Welcome to Cheapest Carpets. We aim to provide a clear and reliable shopping experience for customers purchasing rugs from our store.

This Return & Refund Policy explains the conditions under which returns, refunds and cancellations may be accepted.

By placing an order with Cheapest Carpets, you agree to the terms set out below.

1. Return Eligibility

We offer a 30-day return period starting from the date your order is delivered.

To be eligible for a return:

• The item must be unused and in its original condition.
• The item must be returned in its original packaging where applicable.
• Proof of purchase or order confirmation must be provided.
• The item must not have been washed, cut, altered, stained or damaged after delivery.

Returns that do not meet these requirements may not be accepted, except where required by applicable consumer protection law.

2. Return Period

Customers have 30 days from the date of delivery to request a return.

Return requests submitted after the 30-day period may not be accepted unless applicable consumer law provides otherwise.

We recommend contacting us as soon as possible if you wish to return an item.

3. Shipping and Return Shipping Costs

For standard orders delivered within the United Kingdom, we charge a flat-rate shipping fee of £25 per order.

For change-of-mind returns:

• Customers are responsible for arranging return shipping.
• Customers are responsible for return shipping costs.
• We recommend using a tracked delivery service.
• Customers should retain proof of postage until the return process has been completed.

The original £25 shipping fee is generally non-refundable for change-of-mind returns, except where required by applicable law.

If an item arrives damaged, defective, incorrect or not as described, please contact us before returning it.

Where appropriate, Cheapest Carpets will provide return instructions and cover reasonable return shipping costs.

4. Restocking Fee

We do not charge a restocking fee.

Customers remain responsible for applicable return shipping costs for change-of-mind returns unless otherwise required by law.

5. How to Request a Return

To request a return, please contact:

Email: support@cheapestcarpet.com

Please include:

• Your order number
• Product name
• Reason for the return
• Photographs of the product where relevant

Our support team will review your request and provide the appropriate return instructions.

Please contact us before sending any product back.

6. Refund Process

Once your returned item has been received and inspected:

• We will confirm whether it meets our return requirements.
• Approved refunds will be issued to the original payment method.
• Approved refunds will be processed within 10 business days after the return has been approved.
• You will receive confirmation once the refund has been processed.

Please note that banks and payment providers may require additional time before the refunded amount appears in your account.

7. Refund Conditions

Where legally permitted, a refund may be reduced or refused if:

• The rug has been used.
• The rug has been damaged after delivery.
• The item shows stains, dirt, odours or excessive wear.
• The rug has been washed.
• The rug has been cut, altered or modified.
• The original packaging is missing where reasonably required.
• The product has been handled beyond what is reasonably necessary to inspect it.
• The return does not meet the requirements of this policy.

Any reduction or refusal will only be applied where permitted under applicable consumer protection law.

8. Product Collection Return Conditions

Our current product collections include:

Royal Heritage Collection

Returns may not be accepted for:

• Used rugs.
• Rugs showing stains, dirt, odours or visible wear.
• Rugs that have been cut, washed, altered or damaged after delivery.
• Rugs returned in a condition different from their original supplied condition.

Unused products that meet all return requirements may qualify for return.

Golden Flow Collection

Returns may not be accepted for:

• Used rugs.
• Rugs showing stains, dirt, marks, odours or excessive wear.
• Rugs that have been washed, cut or altered.
• Products damaged after delivery by the customer.

Unused products that meet all return requirements may qualify for return.

Geometric Luxe Collection

Returns may not be accepted for:

• Used rugs.
• Rugs showing stains, dirt, marks or damage.
• Rugs showing excessive wear or deterioration.
• Products that have been modified, washed, cut or altered after delivery.

Unused products that meet all return requirements may qualify for return.

Modern Texture Collection

Returns may not be accepted for:

• Used rugs.
• Rugs showing matting, stains, dirt, odours or fibre damage.
• Rugs showing excessive wear or contamination.
• Rugs that have been washed, cut, altered or otherwise damaged after delivery.

Unused products that meet all return requirements may qualify for return.

9. Other Ineligible Returns

Returns may also be refused or restricted where permitted by law if:

• The item is returned outside the applicable return period.
• The product does not meet the return eligibility requirements.
• The item has been materially altered after delivery.
• The product has been damaged due to improper use or handling.

Clearance or final-sale items may also be excluded from change-of-mind returns where permitted by law and clearly identified as such before purchase.

This does not affect statutory rights relating to products that are faulty, damaged, incorrect or not as described.

10. Damaged, Defective, Incorrect or Misdescribed Items

If you receive an item that is damaged, defective, incorrect or not as described, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• A description of the problem
• Clear photographs showing the issue where appropriate

We will review the matter and provide an appropriate resolution in accordance with applicable UK consumer protection law.

Where a qualifying issue is confirmed, Cheapest Carpets will cover reasonable return shipping costs where required.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will attempt to cancel it.

If the order has already been processed or dispatched, we may be unable to stop delivery.

Any applicable statutory cancellation rights remain unaffected.

12. Exchanges

We currently do not offer direct exchanges.

If you would like a different product:

• Return the original item if it is eligible for return.
• Place a new order separately.

13. Late or Missing Refunds

If 14 business days have passed since your refund was approved and you have not received it:

• Check your bank account again.
• Contact your card issuer or payment provider.
• Contact your bank, as additional processing time may apply.

If you still have not received your refund, please contact:

Email: support@cheapestcarpet.com

14. Contact Information

For return, refund or cancellation enquiries, please contact us:

Business Name: Cheapest Carpets
Business Email: support@cheapestcarpet.com
Business Phone: +44 1744 25101
Business Address: 26 Oxford St, Saint Helens, WA10 2DL, United Kingdom

Important Information

• Standard UK shipping costs £25 per order.
• Customers are responsible for return shipping costs for change-of-mind returns.
• The original £25 shipping fee is generally non-refundable for change-of-mind returns, except where required by applicable law.
• Returned rugs should be securely packaged to help prevent damage during transit.
• Customers should retain proof of postage until the return has been completed.
• Returned products are subject to inspection.
• This policy applies to products sold under the Royal Heritage Collection, Golden Flow Collection, Geometric Luxe Collection and Modern Texture Collection.
• This policy does not affect any statutory rights available under applicable UK consumer protection law.