💳 Refund Processing & Timelines

Important: Refunds do not appear instantly in your bank or payment account, as is normal with retailer refunds. When Rug Love processes your refund, we send an automatic confirmation email showing the exact date and time the refund was initiated. This time-stamped email confirms that the refund has been actioned from our side. The payment provider or bank then processes the funds, which typically take 3–5 business days to appear in your account. Rug Love cannot speed up, expedite or override your bank’s or payment provider’s processing times.

Please note: Like most retailers, payment is taken as soon as an order is placed. Even if you cancel immediately, the refund timelines below still apply.

⏳ Refund Processing Time

📩 Refund Confirmation & Bank Processing

🔄 Refund Process & Notifications

📌 Please allow up to 48 hours after receipt for us to process your return before requesting an update.

💳 Special Payment Methods & Refund Timelines

📦 Have You Received My Return Yet?

❌ Failed & Late Courier Collections

Customer-arranged return collections are the customer’s responsibility. If your collection fails, is delayed, or your parcel has not arrived, you must contact and chase the courier or booking provider directly using your booking or tracking reference.

Rug Love does not book, rebook, chase, investigate or manage customer-arranged return collections or courier bookings. We cannot intervene in collection delays or manage claims on your behalf because you are the sender and account holder for that service.

We can only process the usual return refund once the item has physically arrived back with Rug Love and has been checked. A booked collection or a tracking update showing the item is in transit does not mean we have received it. Please keep your tracking details and proof of collection or postage. This guidance does not affect your statutory cancellation or refund rights.

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