Shipping and Returns

Cancellation & Return Policy

We want your experience with Rug Royal to be positive and transparent. 
This policy explains how order cancellations and returns work.

1. Order Cancellation

1.1 Cancellation Period: You may request to cancel your order within 24 hours after completing payment.
If the order has not yet shipped, we will cancel it and issue a full refund using the original payment method.

1.2 Cancellation: After 24 Hours If more than 24 hours have passed, we will try to stop the shipment whenever possible.

  • If the order has not shipped yet: We will cancel the order and issue a full refund.
  • If the order has already shipped: The order cannot be cancelled, but you may request a return after delivery.
2. Return Policy

2.1 Return Window: You may request a return within 30 days after receiving your item.

2.2 Return Conditions: To return an item:

  • The product must be in its original condition.
  • If original packaging is unavailable, please use any sturdy box or protective material ensuring safe transport.
  • Our logistics partner will arrange the collection from your home.

We will provide clear instructions once the return request is approved.

2.3 Cost of Returns: Return shipping costs are the responsibility of the customer.If you decide to return a product, you will be required to pay the return shipping costs. These costs are not free and vary depending on the country from which the return is made. The applicable return shipping fees are as follows:

  • Spain: €8
  • France: €11
  • Germany: €14
  • Greece: €27
  • Poland: €11
  • Italy: €12
  • United Kingdom: €16
  • Portugal: €9
  • Denmark: €12
  • Other countries: €12

Return shipping costs will be deducted from the refund amount or charged separately, depending on the return process.

Shipping fees are non-refundable, except in cases where the return is due to a defective product or an error on our part.

2.4 Refunds: Once the returned product has been inspected at our warehouse, we will issue a refund to the original payment method within 7–30 business days.

2.5 Non-Returnable Items: The following items cannot be returned unless defective or delivered in error:

  • Custom-made items
  • Personalized items
  • Made-to-order items requiring special production or long lead times

If an item is defective or incorrect, we will arrange a replacement or full refund at no cost.

3. How to Initiate a Cancellation or Return

You can submit a cancellation or return request by:

  • Logging into your account
  • Selecting My Orders
  • Clicking on the relevant order
  • Choosing Cancellation Request or Return Request

Alternatively, you may contact our customer service team:

Email: support@rugroyal.com

Phone: +44 7401 140948

4. Damaged or Defective Items

If your item arrives damaged
Take photos of:

  • The outer packaging
  • The shipping label
  • The damaged product.

Contact us within 48 hours of delivery.

We will arrange a replacement or refund at no cost to you.

5. Return Shipment Address

Returns are processed by our logistics partners. 
The pickup address and warehouse location will be confirmed during the return process.