Refund policy at Alura Rugs :

If you are unhappy with a non sale stock product for any reason, just send it back to us within 14 days of the purchase (unused and with the original packaging) and we’ll refund or replace it. This does not affect cancellations or your statutory rights. Plesase note that our standard size rugs are still bespoke and therefore are not part of this policy.

We make every effort to deliver your goods in perfect condition. Please check your delivery as soon as it has been received. If the goods are faulty or damaged, please notify us within forty-eight hours so that we can resolve the problem. We will not be held responsible for any damage after 48h that you have received your items. We'll need pictures of any damaged or faulty goods, this will need to be of the packaging on both the interior and exterior, damages of the items, and a written description of the damages to allow us to assist in resolving the issues for you. Damage notifications must be made via email, we will not accept any other form of communication, this is because we must evaluate the damage via images.

Please make sure you pack the item/s in their original packaging which is purposely made for it. We strongly advise that a proof of postage certificate should be obtained when returning any part of your order, together with any necessary insurance cover against loss or damage. The items must be sent directly back to our warehouse.

We will not be able to offer a refund if the item arrives damaged due to poor packaging, so please use the original packaging provided with the item.

In the case of damaged goods being received we will provide a replacement or repair as our first action, if we aren’t able to provide a replacement/repair we will begin the refund process. 

Returns must be sent to the returns address which will be provided to you.

Returns to any other address other than the issued address will invalidate the returns process in which the customer will be liable for. 

Please note that bespoke rugs can only be returned or exchanged if faulty. 

Any special offer or ex-display items cannot be returned or refunded.

*Made to order items include all pieces where you select colour, size, fabric or material finish. This includes any items that are handmade.

Order Cancellation

After ordering any made to order item there is a 24 hour window in which you can cancel your order, after this time as production has began we will not be able to cancel your order. You cannot cancel an order or get a refund once the item has been shipped from its origin country this is for items that aren’t made to order, any made to order items have the 24 hour cancellation policy stated below.

We aren’t able to retroactively add discounts to order / cancel orders for the sole reason of implementing discounts.