Kukoon Rugs Hassle-Free Returns Policy

Need to return your rug? No problem, we have a super easy 90 day returns process.

NOTE: Please note that we are unable to accept returns any cut to measure product such as custom length mats.

In four simple steps you can return your rug to us and have your refund back in your account within 3-5 working  days. Hassle-free, easy and affordable!

Follow these simple steps to return your rug -

  1. Fill out our quick Returns Form here. If you have any queries, get in touch with our Customer Care team at

  2. Receive instructions via. email from our Customer Care team on how to get your item back to us. We can arrange either a collection or drop off service for your return - whatever is most convenient for you! 

  3. Parcel the rug up ready to return it. If you have thrown away the original packaging, not to worry! We suggest simply using heavy duty bin liners to wrap the rug in to protect it while in transit. When rolling your rug, roll the rug so the top pile rolls inwards and make sure you roll it on the shortest side to make it as easy as possible to transport. The rug must be fully sealed and protected to make their return journey!

  4. Once we receive your rug back to our warehouse, we will refund you the price you paid for your rug, minus the delivery fee. This way you won't have to pay outright for the return. 

How much will it cost to return my rug?

Being the best in the business, we use our own couriers so as to offer the most competitive UK shipping rates. This way you won't be charged anything over what is needed to get your rug back to us. Also, we have trusted relationships with these couriers who will give the best care and service in ensuring your return is handled as smoothly as possible.

We won’t charge you for your return straight away. Instead, once we receive your rug back at our Warehouse and refund the price of your rug, we will simply deduct the shipping cost.

Kukoon Rugs Refund Policy

All returns are checked upon receipt to ensure they have been returned in a satisfactory, re-saleable condition, including original packaging and labelling.

Upon satisfactory inspection of the returned item:

  1. A refund will be issued within 14 days of receipt of the returned item.

  2. The refund will be issued to your PayPal or the credit/debit card used to place the order.

Please note:

  • We cannot refund any charges paid for enhanced delivery services.

  • It is important that any unwanted items, unless faulty or damaged, are returned in a re-saleable condition. This includes original packaging and labelling.

  • Refunds are not provided for any cut to measure products or items that have been altered for sale (unless faulty or damaged).

Kukoon Rugs Exchange Policy

If you are in receipt of an unwanted item, please contact us by phone on 0283 0250 027 (Int: +44 28 302 50027), by email at, or via live chat when available, to arrange a return. Please have your order number with you when you get in touch.

Please note that we are unable to exchange any cut to measure product such as custom length mats or artificial grass.

How do returns work with PayPal Pay in 3?

If you’ve already paid instalments and your refund amount is more than the balance remaining, your PayPal account will be refunded.

If your refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining 2 instalments, so the amount for the remaining 2 instalments will be adjusted.

For example:

Order Total: £100

Instalment 1 = £33.33

Instalment 2 = £33.33

Instalment 3 = £33.34

If you return items to the value of £50 after having already paid instalment one, then the £50 is deducted from the remaining balance and instalment 2 and 3 will be recalculated.

The Remaining Balance before your return is (33.33 + 33.34) – 50.00 (returned item value) = £16.67. This will be split across the remaining two instalments.

Instalment 1 = £33.33 PAID

Instalment 2 = £8.33

Instalment 3 = £8.34


If you have any questions about your PayPal pay in 3 order, please contact PayPal Pay in 3 customer services here.

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Hassle-Free 90 Day Returns