Refund policy

Ardé Refund Policy

Our return policy is effective for 30 days from the date of your purchase. If 30 days have elapsed since your purchase, we are unable to offer a refund or exchange.

Return Conditions

To qualify for a return, the item must be unused and in the same condition that you received it. It should also be returned in the original packaging.  The following items cannot be returned: Gift cards, Custom or bespoke items (specially commissioned pieces tailor-made to your specifications).

Return Process

Before returning any items, you must contact us at arderugs@gmail.com. We do not accept returns sent directly to the manufacturer. For defective or damaged products, replacements are possible, and we handle exchanges for the same item.

Shipping for Returns

For non-sale items, we cover the return shipping costs if the item is within the UK. For sale items, prototypes, or ex-display rugs, you are responsible for the return shipping costs. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a trackable shipping service for items valued over £200, as we cannot guarantee receipt of your returned item. Refunds Upon receipt and inspection of your return, we will notify you via email of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within a few days. If you haven’t received a refund yet, first check your bank account, then contact your credit card company and bank, as it may take some time before your refund is officially posted.

Exchanges

We replace items if they are defective or damaged. Please email us at arderugs.com and send your item to: 24 Aylmer Parade, London, GB N2 0PE. Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit equal to the value of your return. Otherwise, a refund will be issued to the gift giver.

Shipping Information

Shipments within the mainland UK are free of charge. International shipments may incur customs/duty fees, which we will cover if VAT has been paid on your order. Additional Information Customs checks may apply for international shipments. Please contact us for orders from Canada, Kuwait, Mexico, Spain, and the UAE. Our estimated delivery times depend on stock availability and location but may vary, especially for larger rugs.

For any further questions about our returns policy or your specific order, please contact our customer service at arderugs.com

Conditions for the Rug to be considered defective 

 A rug is considered defective if it has manufacturing flaws that affect its appearance, durability, or functionality. These may include, but are not limited to:

  • Irregularities in weave or dye Undisclosed damage at the time of purchase
  • Incorrect dimensions or significant deviation from the product description
  • Common Signs of Defects Tears or rips not caused by shipping or handling
  • Discolouration or fading that occurs prematurely under normal conditions
  • Unravelling edges or loose threads that were not visible at the time of delivery

Exclusions to Defects in Specialty Rugs

  • Handmade Rugs with Natural Dyes: Colour variations when viewed from different angles and slight colour differences within the rug are expected due to the use of natural dyes and do not constitute defects.
  • Antique or Vintage Rugs: Signs of wear such as faded colours and minor fraying are typical due to age and are not considered defects.
  • Tribal Rugs: Design inconsistencies are common as these rugs are often woven from memory without precise geometric plans, and thus are not flaws.

Reporting a Defect

If you believe your rug is defective, please contact us immediately at arderugs.com with the following information:

  • Your order number
  • A detailed description of the defect
  • Photographic evidence of the defect 

Return Process

For Defective Items Upon receiving your report, we will assess the defect. If the defect is confirmed as a manufacturing error, we will arrange for the rug to be collected and either repaired, replaced, or refunded at no additional cost to you. We aim to handle all defect claims promptly and efficiently to ensure your satisfaction.

Note: Damage due to improper use, maintenance, or accidents after delivery is not covered under our definition of defects. We encourage all our customers to follow care instructions closely to avoid any damage that is not covered by our returns policy. For further assistance or to initiate a return for a defective rug, please contact our customer service team who are ready to help you resolve any issues swiftly.