Returning your rug? No problemo! Here's how you can get your refund.:
We offer an easy 90 days return policy.
Faulty or Damaged Rug?
Oh no – we’re sorry to hear that! If your rug has arrived with a defect or damage, please use our form to get things sorted quickly:
Returning for another reason? See the process below
1. Check Eligibility
We can’t accept returns for custom-length mats or cut-to-measure products.
2. Rugs Under 120cm (GB & NI Customers)
Use the Royal Mail Returns Portal for a quick and easy return.
Republic of Ireland & Mainland EU – skip to section 3a below.
3. Rugs Over 120cm
Follow these simple steps:
a. Fill Out Our Returns Form
Start here Questions? Reach out to us at support@kukoon.com.
b. Get Instructions
We’ll email you return options – choose a collection or drop-off that suits you best.
c. Pack Your Rug
No original packaging? No worries. Use sturdy bin liners. Roll your rug (pile side in) along the shortest side, and seal securely.
4. Refund Process
Once we receive your rug, we’ll refund the item’s cost (minus delivery). No upfront payment needed for the return.
Return Costs
We use our trusted couriers to offer the best-value UK & Ireland return rates – no hidden fees. Your rug will be in safe hands!
Store Returns
You can return items at our Newry or Belfast stores – just bring your order details. Note: We don't offer in-store exchanges, only refunds.
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.
Refund Policy
- Items must be in resaleable condition, with original packaging and labels.
- Refunds are processed within 5 to 7 days of receiving your item.
- We will refund via your original payment method (PayPal or card).
- Once opened, underlay cannot be returned due to its nature. Please test your rug first.
Return Address:
23 Shepherds Way
Carnbane Industrial Estate
Newry BT35 6EE