Returns Information

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 in the same condition it was received in. This includes ensuring that any carpets are free of pet hair, dust, etc when returned to us.

To request a return, you can contact us at sales@surreyrugs.com providing your order number and a brief reason for the return. Items sent back to us without first requesting a return will not be accepted.

If the return is due to an issue with one of our products, we will provide you with a pre-paid shipping label, and instructions on how to return the item. However if the return is due to a change of mind, or an incorrect item being ordered, it will be the responsibility of the customer to cover the cost and arrange the return delivery. 

Returns, where postage is not covered/arranged by us, will need to be sent to the following address:

Surrey Rugs Returns
55 The Mount
Fetcham
KT22 9EG

You can always contact us with any return questions at sales@surreyrugs.com.

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

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 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 sales@surreyrugs.com.