Refund policy

Return & Refund Policy

Thank you for choosing Plushpet. Every rug we create is a 100% bespoke, hand-tufted piece of art, made specifically to your design and requirements. Because of the highly personalised nature of our products, our return policy differs from standard retail items.

Please read our policy carefully before placing your order.

1. Custom & Bespoke Orders (No Returns)

Under the UK Consumer Contracts Regulations 2013, goods that are made to the consumer's specifications or are clearly personalised are exempt from the standard 14-day right to cancel.

Because your rug is custom-made specifically for you, we do not accept returns, exchanges, or offer refunds for a change of mind. Once production has begun on your bespoke piece, all sales are final.

2. The Nature of Hand-Tufted Goods

Please keep in mind that our rugs are entirely handcrafted. This means that minor variations are a natural part of the process and add to the unique character of your piece. The following are not considered defects:

  • Slight variations in colour (due to different dye lots or monitor display settings).

  • Minor variations in size (usually within a tolerance of a few centimetres).

  • Normal shedding of yarn, which is expected with new tufted rugs.

3. Damaged or Defective Items

We pride ourselves on our craftsmanship and thoroughly inspect every rug before it leaves our studio. However, your rights are protected under the UK Consumer Rights Act 2015. If your rug arrives with a significant defect, or is not as described, we are fully committed to working with you to find a fair resolution.

If you believe your item has a major fault or defect, please follow these steps:

  1. Contact Us: Email us at hello@plushpet.co.uk within 14 days of receiving your rug.

  2. Provide Evidence: Include your order number, a clear description of the defect, and several clear photographs showing the issue.

  3. Resolution: Once we have reviewed the details, we will get back to you within [e.g., 3-5 business days]. If the item is deemed faulty, we will gladly offer one of the following resolutions depending on the severity of the issue:

    • A repair of the rug.

    • A replacement of the rug.

    • A partial refund to account for the defect.

    • A full refund (which may require you to return the defective rug to us; in this case, we will cover the return shipping costs).

4. Shipping Damage

If your rug appears to have been severely damaged in transit, please take photographs of the unopened packaging beforetaking the rug out, as well as photographs of the damage to the rug itself. Contact us immediately so we can raise a dispute with the courier and resolve the issue for you.

Contact Us If you have any questions about this policy or need to discuss an issue with your order, please reach out to us at hello@plushpet.co.uk and we will be happy to assist you.