Returns Policy – UK and Ireland

A. Returning Damaged, Faulty or Incorrect Rugs

Download Request for Return Form


A. Returning Damaged, Faulty or Incorrect Rugs

This procedure is designed to deal with the following situations:
• Received goods that were damaged in transit
• Received goods, found to be faulty when unpacked
• Received goods, found to be at variance with what was ordered

In these cases, you need to notify returns@asiatic.co.uk within 7 days of receiving your delivery, and formally request Asiatic to arrange a return.

We will require a photograph to demonstrate the damage in transit or the fault on the rug so that the claim can be processed and assessed.

In accordance with our Terms & Conditions of Sale, Asiatic reserves the right to offer replacement, allowance, or full refund of the purchase price.

Please Note:
• All goods must be returned in original or appropriate packaging, failing which no credit will be issued. Further packaging can be obtained from Asiatic upon reasonable request.
• If upon Asiatic receiving the returned goods, they are found not to be faulty or damaged, Asiatic with have the option to either not issue a credit for the invoiced rug together with any associated carriage charge originally invoiced, or to charge a £30 / €35 restocking fee per rug.
• We reserve the right to refuse a request to return items if no supporting evidence can be provided.
• If a package has arrived in damaged packaging, wherever practicable it should be noted and signed for on the carriers consignment note, Asiatic reserves the right to refuse a full credit for the damaged rug if this procedure is not followed.

B. Claims for Defective Products

For items that customers believe are performing poorly or are not up to standard then a request for return must be completed. This should detail the nature of the problem and be supported with photography.

Asiatic will assess each claim on its merits and if collection is agreed this will be at our expense. Claims for accidental damage/ misuse of product, such as staining will not be accepted.

Claims arising from fair wear and tear, wilful damage or abnormal storage will not be accepted.

On all products supplied by Asiatic there is a care label which outlines the basic care guidance that should be followed by consumers. Failure to adhere to these guidelines can result in a claim being refused.


C. Discretionary Returns

We will not accept returns for the following such reasons:
• Wrong size or colour ordered
• Customer changed mind
• Accidental damage such as spills, pulled yarns
• Rugs that appear to be deliberately damaged rugs
• Multiple rugs ordered by a single customer for a home approval process

A request for return form can be completed in these cases and Asiatic will then decide whether to accept such a return.

If the return is approved, then goods must be returned in original packaging materials.

In any event, the cost of collecting the rug would be at customers expense plus there would be a £30 / €35 restocking fee applied, with these amounts reducing any credit applied.

Any credit would only be issued after inspection of the returned piece. If deemed not to be faulty or not as described, then no credit would be issued.

In any event there would be no refund of any initial delivery charges for discretionary returns

D. Discontinued Rugs & Custom Rugs

These rugs, unless damaged in transit, will not ordinarily be accepted for return and credit, and each case will need to be considered on its own merits.

E. For All Returns

We will require all requests for return claims to state:
• Asiatic Order Number, and Date
• Delivery Note Number
• Invoice Number
• Tracking Reference

Asiatic reserves the right to refuse any credit claims where you fail to provide sufficient details of the supply details.

A copy of the return request form can be downloaded from www.asiatic.co.uk

In all cases, authorisation from Asiatic is required before any return can proceed.

Asiatic will not ordinarily entertain requests to return goods for credit after more than two calendar months from the goods being dispatched by Asiatic.

Where a customer sends in their own courier the liability for any transit damage/loss will pass at the point of the goods leaving our warehouse.

F. Export Returns

Please refer to our Export returns policy, a copy of which can be seen on our website www.asiatic.co.uk

This policy is applicable to Republic of Ireland until the situation with Brexit is resolved, at which time the policy may be reviewed.


Size Chart