Refund policy

Returns & Refunds Policy

Last updated: [15/01/2026]

At RugWorld, we want you to love your purchase. If you are not completely satisfied, we will gladly assist you with a return or refund in line with the Consumer Protection Act of South Africa (CPA).

1. Cooling-Off Period (Online Orders)

In terms of the Consumer Protection Act, you have the right to return any item bought online within 7 days of delivery for any reason.

To qualify:

  • The rug must be unused, unwashed, and in its original condition

  • It must be returned in original packaging

  • Proof of purchase must be provided

Once received and inspected, we will process your refund within 7–10 working days.

2. Change of Mind Returns

If you change your mind after the 7-day cooling-off period, we may accept the return at our discretion provided that:

  • The rug is still new, unused, and resalable

  • The return request is made within 14 days of delivery

A handling or restocking fee may apply.

3. Damaged, Defective or Incorrect Items

If you receive a rug that is:

  • Damaged

  • Defective

  • Not what you ordered

Please notify us within 48 hours of delivery with clear photos of the issue.

We will arrange a replacement or full refund, including delivery costs, at no additional charge to you.

4. How to Request a Return

Please email us at:
[Insert RugWorld support email]

Include:

  • Your order number

  • Reason for return

  • Photos if the item is damaged or incorrect

We will provide you with return instructions.

5. Return Shipping

  • If the return is due to our error (wrong or faulty item), we will cover the courier costs.

  • If the return is due to a change of mind, the customer is responsible for return courier fees.

Rugs must be packaged securely to avoid damage in transit.

6. Refunds

Once we receive and inspect the returned rug:

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within 7–10 business days

Shipping fees are only refundable if the return was due to a fault or error on our side.

7. Items That Cannot Be Returned

For hygiene and safety reasons, the following cannot be returned:

  • Rugs that have been used, washed, or altered

  • Rugs damaged due to incorrect handling

  • Clearance or sale items (unless defective)

8. Custom & Special Order Rugs

Custom-made or special-order rugs are non-refundable unless they arrive defective or damaged.