This policy applies to goods purchased online from FrithRugs. Nothing in this policy affects your statutory rights under UK consumer law.

Start a return

1. Your Right to Cancel an Online Order

   For most goods purchased online, you have the right to change your mind and cancel your order within 14 days of receiving your goods. Once you have notified us, you then have a further 14 days to return the goods.

2. Return In Person – FREE

   Online purchases can be returned free of charge to either our Bodelwyddan or Shrewsbury store.

   Bodelwyddan: Kaydon House, Kinmel Park, Bodelwyddan, Rhyl LL18 5TY
   Shrewsbury: 19 Vanguard Way, Shrewsbury, SY1 3TG

3. Returning by Courier

   All courier or postal returns must be sent to our Bodelwyddan store. Please do not send courier returns to Shrewsbury or to our Leekes displays.

   The customer is responsible for arranging and paying the cost of returning unwanted goods unless the goods are faulty, damaged or not as described and the law requires us to bear the return cost.

4. Prefer Us to Arrange Collection?

   • Rugs up to 155cm wide: £20
   • Rugs from 156cm to 201cm wide: £30
   • Rugs over 201cm wide: Collection price calculated individually

5. Refunds

   Our standard delivery service, including FREE Next Day Delivery where applicable, is provided free of charge and therefore there is no original delivery charge to refund.

   We may withhold your refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first, in accordance with your statutory rights.

   Returned goods may be inspected. If handling beyond what is reasonably necessary has reduced their value, an appropriate deduction may be made where permitted by law.

6. Underlay

   Underlay cut to your specific measurements or otherwise made to your specification cannot normally be returned simply because you have changed your mind. Standard underlay remains subject to your statutory rights, although use, cutting, damage or excessive handling may affect the refund available.

7. Bespoke & Special Order Rugs

   The statutory right to cancel does not normally apply to goods made to your specifications or clearly personalised. This does not affect your rights where goods are faulty, damaged or not as described.

8. Faulty, Damaged or Incorrect Goods

   If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as possible so we can put things right.

9. In-Store Purchases

   This policy applies only to purchases made online. In-store purchases are subject to the relevant in-store returns policy and applicable statutory rights.