Delivery and Returns Policy

Order Confirmation

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@rjbhomewares.co.uk so that we can help.

RETURNS POLICY – UK

 A. Returning Damaged, Faulty or Incorrect Rugs 

This procedure is designed to deal with the following situations:

  •  Received goods that were damaged in transit.
  • Received goods, found to be faulty when unpacked.
  • Received goods, found to be at variance with what was ordered.

In these cases, you need to notify returns@rjbhomewares.co.uk within 7 days of receiving your delivery, and formally request RJB Homewares to arrange a return.

We will require a photograph to demonstrate the damaged in transit or the fault on the rug so that the claim can be processed and assessed.

In accordance with our Terms & Conditions of Sale, RJB Homewares reserves the right to offer replacement, allowance or full refund of the purchase price.

Please Note:

  • All goods must be returned in original or appropriate packaging, failing this no credit will be issued. Further packaging can be obtained from RJB Homewares upon reasonable request.
  • If upon RJB Homewares receiving the returned goods, they are found not to be faulty or damaged, RJB Homewares with the have the option to either not issue credit for the invoiced rug together with any associated carriage charge originally invoiced, or to charge a £30 restocking fee per rug.
  • We reserve the right to refuse a request to return items if no supporting evidence can be provided.
  • If a package has arrived in damaged packaging, wherever practicable is should be noted and signed for on the carrier’s consignment note, RJB Homewares reserves the right to refuse a full credit for the damaged rug if this procedure is not followed.
  • Some returns may incur a charge of £30 for restocking - This fee will be taken off any refund.

 B. Claims for Defective Products

For items that customers believe are performing poorly or are not up to standard then a request for return must be completed, this should be done within 7 days of receipt.  This should detail the nature of the problem and be supported with photos.  This request must be emailed to returns@rjbhmoewares.co.uk .

RJB Homewares will assess each claim on its merits and if collection is agreed it will be at our expense.  Claims for accidental damage / misuse of product, such as staining will not be accepted.

Claims arising from fair wear and tear, wilful damage or abnormal storage will not be accepted.

On all products supplied by RJB Homewares there is a care label which outlines the basic care guidance that should be followed by consumers.  Failure to adhere to these guidelines can result in a claim being refused.

C. Discretionary Returns

 We will not accept returns for the following such reasons:

  • Wrong size or colour ordered
  • Customer changed mind
  • Accidental damage such as spills, pulled yarns
  • Rugs that appear to be deliberately damaged
  • Multiple rugs ordered by a single customer for a home approval process

An email for return can be sent to returns@rjbhomewares.co.uk for these cases and RJB Homewares will then decide whether to accept such a return.

If the return is approved, then the goods must be returned in original packaging materials.

In any event, the cost of collecting the rug would be at customers expense plus there will be a £30 restocking fee applied, with these amounts reducing any credit applied.

Any credit would only be issued after inspection of the returned piece.  If deemed not to be faulty or not as described, then no credit would be issued.

In any event there would be no refund of any initial delivery charges for discretionary returns

D. Discontinued Rugs or Custom Rugs

These rugs, unless damaged in transit, will not ordinarily be accepted for return and credit, and each case will need to be considered on its own merits.

E. For All Returns

We will require all requests for return claims to state:

  • RJB Homewares Order Number, and Date
  • Delivery Note Number
  • Invoice Number
  • Tracking Reference

RJB Homewares reserves the right to refuse any credit claims where you fail to provide sufficient details of the supply details.

In all cases, authorisation from RJB Homewares is required before any return can be proceed.