Refund policy

1. Overview

We want you to love your purchase. If for any reason you are not completely satisfied with your order (excluding bespoke rugs/ products), you may return eligible items within 14 days of delivery for a refund. 

2. Eligibility for Returns

You may return most standard, non-customised items within 14 days of receiving them, provided they meet the following conditions:

• The item is unused and in its original condition.

• The item is in its original packaging (where possible).

• You contact us within 14 days of delivery to request the return.

Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrect.

3. Bespoke & Made-to-Order Rugs: Non-Returnable

Please note that bespoke rugs, made-to-order items, customised specifically for each customer. As such, they are not eligible for return, exchange, or refund, except in the case of:

• Manufacturing defects

• Damage during delivery

• Order errors caused by us

This does not affect your statutory rights regarding faulty or misdescribed goods.

4. Refunds

Once your returned item is received and inspected, we will process your refund within 14 days. Refunds will be issued to your original method of payment.
Please note: original delivery charges may not be refundable unless the item was faulty or incorrect.

5. Damaged or Faulty Items

If your item arrives damaged or develops a fault within 14 days, please contact us immediately with photos where possible. We will arrange a replacement or full refund at no cost to you.

6. How to Start a Return

To request a return, please contact us at: studio@raohome.co.uk
Include your order number and details of the item you wish to return.