Refunds & Returns

Last updated: 1st February 2026

This Refunds & Returns Policy applies to all purchases made through the Rug ’N’ Roll website.

1. Handmade & Custom Products

All Rug ’N’ Roll products are handmade and often made to order.

Due to the bespoke nature of our work:

  • Custom and made-to-order items are non-refundable and non-returnable

  • Changes of mind are not accepted once production has started

  • Minor variations in colour, texture, or finish are normal and not considered faults

2. Deposits & Payments

  • Deposits are strictly non-refundable

  • Once an order is completed and out for delivery, the full amount becomes non-refundable

  • Payments are accepted exclusively via Squarespace’s online payment system

3. Cancellations

  • Orders cannot be cancelled once production has begun

  • Requests made before production may be considered at our discretion, but refunds are not guaranteed

4. Faulty or Damaged Items

If your item arrives damaged:

  • You must contact us within 48 hours of delivery

  • Clear photographic evidence is required

  • Damage caused during shipping must be reported promptly

We will assess the issue and, where appropriate, offer a repair, replacement, or partial refund at our discretion.

5. Shipping & Re-delivery

  • We are not responsible for delays caused by couriers

  • Failed deliveries due to incorrect address details may incur re-shipping costs

  • Refunds will not be issued for failed or delayed delivery unless legally required

6. Sale Items & Promotions

  • Discounted items, promotional items, and giveaway prizes are non-refundable unless explicitly stated otherwise

7. Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law.

8. Contact

For refund-related enquiries, please contact Rug ’N’ Roll via our official website.