Return and Refund Policy

At Puredecoruk, we are committed to providing our customers with a reliable shopping experience in compliance with European regulations. In accordance with European Union consumer law, you have a 14-day right of withdrawal and a 30-day extended return policy after delivery.

1. Right of Withdrawal (EU Compliance)

Under EU Directive 2011/83/EU, you have a legal period of 14 days from the receipt of your order to exercise your right of withdrawal, without providing any reason.

To exercise this right, you must:

After notification, you have an additional 14 days to return the product.

2. Return Conditions

To be accepted, the returned product must:

  • Be new, unused, uninstalled, and undamaged

  • Be returned in its original packaging, with labels and accessories

  • Be accompanied by proof of purchase (order number or invoice)

Returns will not be accepted if:

  • The product has been used or damaged by the customer

  • Packaging, labels, or proof of purchase are missing

3. Return Procedure

Step 1 – Return Request
Contact us by email within 30 days after delivery:
📧 support@puredecoruk.com

Please provide:

  • Order number

  • Reason for return

Step 2 – Confirmation
We will review your request within 24 business hours and send you confirmation by email.

Step 3 – Return Shipping

  • If the error is ours (defective or non-compliant product), a free return label will be provided.

  • In other cases, the return is at your expense.

Step 4 – Inspection
The product will be inspected within 3 business days after receipt.

4. Return Fees

Free Returns (covered by Puredecoruk):

  • Defective product

  • Damaged during shipping

  • Product not as described

Customer-Paid Returns:

  • Change of mind

  • Order mistake

  • Personal dissatisfaction

Return shipping costs remain the responsibility of the customer, in accordance with EU regulations.

5. Exchanges

To request an exchange:

  • Contact us at support@puredecoruk.com

  • After receiving and inspecting the product (within 3 business days), we will provide the exchange procedure.

Conditions:

  • Free exchange for defective or non-compliant products

  • Customer pays return shipping for personal reasons

  • If out of stock, you may choose another product or a refund

6. Refunds

Legal period (EU):
Refunds are issued within a maximum of 14 days after receipt of the returned product or proof of shipment.

Refund method:

  • Original payment method (credit card, bank transfer, PayPal)

  • If not possible, an alternative method will be offered

Bank processing time:
Refunds may take an additional 5 to 10 business days to appear depending on your bank.

7. Order Cancellation

  • Before shipping: full refund possible

  • After shipping: withdrawal or return procedure applies

Contact: 📧 support@puredecoruk.com

8. Legal Warranty

Our rugs come with:

  • EU legal conformity warranty (2 years)

  • Commercial warranty (6 months)

For any request, please send:

9. Payment Security

All payments and refunds are processed via secure platforms using SSL certificates (HTTPS), in compliance with GDPR.

10. Complaints and Disputes

In case of a dispute:

In accordance with EU law, you may also use the EU Online Dispute Resolution (ODR) platform.

11. Contact

📧 support@puredecoruk.com