Returning your rug? No problemo! Here's how you can get your refund.:
We offer an easy 90 days return policy.
Faulty or Damaged Rug?
Oh no – we’re sorry to hear that! If your rug has arrived with a defect or damage, please use our form to get things sorted quickly:
Returning for another reason? See the process below
1. Check Eligibility
We can’t accept returns for custom-length mats or cut-to-measure products.
2. Rugs Under 120cm & ANY boxed items
(GB & NI Customers)
Use the Royal Mail Returns Portal for a quick and easy return.
Republic of Ireland Customers
Use the DPD returns portal for a quick and easy return.
3. All Rugs Over 120cm which aren't boxed & Mainland EU
Follow these simple steps:
a. Fill Out Our Returns Form
Start here Questions? Reach out to us at support@kukoon.com.
b. Get Instructions
We’ll email you return options – choose a collection or drop-off that suits you best.
c. Pack Your Rug
No original packaging? No worries. Use sturdy bin liners. Roll your rug (pile side in) along the shortest side, and seal securely.
4. Refund Process
Once we receive your rug, we’ll refund the item’s cost (minus delivery). No upfront payment needed for the return.
Store Returns
You can return items at our Newry or Belfast stores – just bring your order details. Note: We don't offer in-store exchanges, only refunds.
Refund Policy
- Items must be resalable condition, with original packaging and labels.
- Refunds are processed with 15 - 28 days of receiving your item
- We will refund via your original payment method
Returning Underlay
Before placing your underlay, we recommend trying your rug on the floor first. Once you’re sure you’re happy with your rug and want to keep it, then proceed to use the underlay. Please note that we cannot accept returns on opened underlay packages due to the nature of the material.
Return Address:
23 Shepherds Way
Carnbane Industrial Estate
Newry BT35 6EE