Returns and right of withdrawal

You have 30 days from the day the rug arrives to change your mind, for any reason or none. You do not have to explain yourself, and we do not have to agree.

The law gives you fourteen. We give you 30 because a rug has to be seen in the room it was bought for, in that room's light, and a fortnight is not long enough to know. The extra days are a promise from us, not a favour we can withdraw once you have ordered.

How to withdraw

Send us an unambiguous statement that you are withdrawing — an email to robbedonker@gmail.com saying so is enough. You may use the model withdrawal form below, but you are not required to; any clear wording works.

The date that counts is the date you send it, not the date we read it or the date the rug gets back to us. Send it on the last day and you are in time.

Model withdrawal form

To Donker Solutions, robbedonker@gmail.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: [description]
Ordered on / received on: [date]
Name and address of consumer: [your details]
Date: [today]

Sending the rug back

Send it within fourteen days of telling us you are withdrawing. You pay the cost of the return shipment. A rolled rug is a long parcel and carriers charge accordingly, so it is worth checking the price before you commit — we cannot quote it for you, because it depends on where you are and who you use.

Unroll it, walk on it, put furniture on it, decide against it — that is what the 30 days are for, and none of it costs you anything. Handling a rug beyond what you would have been able to do in a shop is different: if the rug comes back damaged, stained or cut, we may reduce your refund by the amount its value has actually dropped. We will tell you the figure and why, not simply deduct it.

Your money back

We refund everything you paid, including the standard delivery cost, within fourteen days of your withdrawal notice. We may hold the refund until the rug is back with us or you have shown it has been sent, whichever happens first.

The refund goes back the way it came — to the card or account you paid with, through Stripe. That is not a preference; refunding to a different account is how a fraudulent order gets converted into cash, so we do not do it. It costs you nothing.

When there is no right of withdrawal

Rugs made to your specification. A rug tufted to a size, shape, colourway or design you chose is made for you and cannot be sold to anyone else, so the right of withdrawal does not apply to it — this is the law's own exception, not our policy. We will say so in writing when we quote, and the quote is not accepted until you say it is. Everything in the catalogue on this site is fully covered by the 30 days above.

If the rug is faulty

Separately from any of the above, a rug has to be what we said it was and has to last as long as you can reasonably expect a rug of its kind and price to last. If it is not, or it does not, you are entitled to a free repair or replacement, and to a refund or price reduction if neither is possible. This right is not limited to 30 days and cannot be signed away; a fault in the tufting that shows up in year two is still a fault in the tufting.

Ordinary wear is not a fault. Nor is a hand-made rug being slightly irregular, or its colour differing a little from a photograph on a screen we did not calibrate — those are properties of the thing, and we would rather say so here than argue about it later.

Write to robbedonker@gmail.com with a photograph and your order reference.