Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, clean, and in the same condition that you received it, with tags attached where applicable. Please return the item in its original packaging if possible. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@nurarugs.com. Please note that returns will need to be sent to the following address:

Unit #2667 Forest House, 3rd Floor, 16-20 Clements Road, Ilford, ENG, IG1 1BA, United Kingdom

If your return is accepted, we’ll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.

You can always contact us for any return questions at support@nurarugs.com.

Cancellations

Made-to-order rugs are handmade specially for your order based on the selected size, design, and finish. These orders can be cancelled within 24 hours of placing the order.

After 24 hours, cancellation may no longer be possible because production planning, wool sourcing, dyeing, artisan scheduling, loom preparation, or hand-knotting may have already started.

As mentioned on our product pages, made-to-order rugs usually require 2 to 6 weeks to produce before dispatch, depending on the size and complexity of the piece.

Ready-to-ship rugs may be cancelled before they are shipped or handed to the carrier. Because some ready-to-ship orders may be dispatched the same day when placed early, please contact us as soon as possible if you need to cancel.

Once an order has shipped, it can no longer be cancelled, but it may be eligible for return according to this return policy.

Damages and Issues

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

Custom-made rugs, made-to-order rugs, rugs produced to your exact specifications, personalized designs, and custom dimensions cannot be returned unless they arrive damaged, defective, or not as described. Please get in touch if you have questions or concerns about your specific item.

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.

European Union customers

Where applicable, EU customers have a 14-day right of withdrawal for distance purchases. This right may not apply to rugs made to your exact specifications, custom dimensions, personalized designs, or products clearly produced specifically for your order. This does not affect your rights if the item arrives damaged, defective, or not as described.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days after we receive the returned item. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@nurarugs.com.