Our Returns Policy
We want you to love your rug — but if it’s not quite right, we’re here to help.
Get in touch
If you change your mind, please contact us within 14 days of receiving your order to start a return. After notifying us, you then have another 14 days to return the item to us.
Send an email to returns@cosyrugco.co.uk with your order number and reason for return. (Good quality pictures always help move things along)
Follow the return instructions
We’ll reply with the correct return address and simple instructions on how to send your item back.
Send it back
Arrange the return shipping. The cost is your responsibility unless the item is incorrect or faulty.
Tip: Use a tracked delivery service - we can’t be responsible for items lost in transit
Returns FAQs
What if my rug has been delivered and is faulty or damaged?
If your rug arrives damaged, faulty, or incorrect, please let us know within 48 hours of delivery:
- Send an email to returns@cosyrugco.co.uk with a description and clear photos of the issue.
- We’ll arrange a replacement, exchange, or full refund as appropriate — at no extra cost to you.
How long does it take to receive a refund?
- Once your return is received and inspected, we’ll notify you and process your refund to the original payment method within 5–7 working days.
- Delivery charges (if any) are non-refundable, unless the item was faulty or sent in error.
Can I return a rug that I purchased from the Outlet?
Items purchased from our Outlet section are sold as final sale and are not eligible for return, exchange, or refund, unless they are faulty or not as described.
Please ensure you review product details carefully before purchasing. By completing your order, you acknowledge and accept that outlet items are excluded from our standard returns policy.
What if the rug is the wrong size or colour?
If you're not completely satisfied with your purchase, you can return it within 14 days of delivery for a refund or exchange.
To be eligible for a return:
- The rug must be unused, in its original condition, and in the original packaging (where possible).
- You’ll need your order number or proof of purchase.
