Returning your rug? No problemo! We've streamlined the process to be a breeze. Here's how you can get your refund.:
We offer an easy 90 days return policy.
1. Check Eligibility: Please note, we can't accept returns for custom length mats or any cut-to-measure products.
2. For GB & NI Customers (Rugs under 120cm wide): Simply use the Royal Mail Returns Portal for a easy return.
Republic of Ireland - USA & Mainland EU customers please use the return form below in section 3a.
3. For Larger Rugs (Above 120cm wide): Follow these steps:
a. Fill Out the Returns Form: Start by filling out our quick Returns Form. Got questions? Reach out to our friendly Customer Care team at support@kukoon.com.
b. Get Return Instructions: Expect an email from our Customer Care team with instructions on how to return your item. We're flexible – choose between collection or drop-off for your convenience!
c. Pack Your Rug: Don't fret if you tossed the original packaging. Simply use sturdy bin liners to protect your rug during transit. Roll it with the top pile facing inwards, and roll it on the shortest side for easier transport. Seal it up snug!
4. Refund Process: Once your rug makes it back to our warehouse, we'll refund the rug's purchase price, minus the delivery fee. No need to pay upfront for the return.
Cost of Returning Your Rug? We've got you covered! We use our own trusted couriers to offer competitive UK & Ireland shipping rates. You won't pay a penny more than necessary to return your rug. Plus, our couriers take extra care to ensure a smooth return process.
Say goodbye to return headaches and hello to a straightforward, wallet-friendly return process!
Store Returns: We are happy to take returns in both our Newry and Belfast shops. Please have your order details with you.
Refund Policy
All returns are checked upon receipt to ensure they have been returned in a satisfactory, re-saleable condition, including original packaging and labelling.
Upon satisfactory inspection of the returned item:
1. A refund will be issued within 5-7 days of receipt of the returned item from a courier.
2. The refund will be issued to your PayPal or the credit/debit card used to place the order.
Please note:
We cannot refund any charges paid for enhanced delivery services.
It is important that any unwanted items, unless faulty or damaged, are returned in a re-saleable condition. This includes original packaging and labelling.
Refunds are not provided for any cut to measure products or items that have been altered for sale (unless faulty or damaged).
* Before placing your underlay, we recommend trying your rug on the floor first. Once you’re sure you’re happy with your rug and want to keep it, then proceed to use the underlay. Please note that we cannot accept returns on opened underlay packages due to the nature of the material.