Returns & Exchanges

If you have purchased an item within the last 30 days and are not happy with it, please email enquiries@niki-jones.co.uk  to receive details of how to make a return. You will need to return the item, unused, in its original packaging and in a re-saleable condition, to the returns address shown below enclosing your order confirmation.

Please note that Made to Order and Bespoke rugs are not returnable. We recommend using our rug pompom system to approve your colour choice before confirming your order.

As both our hand knotted and hand tufted rugs are made entirely by hand, please note that sizes may differ slightly to those specified. There is an acceptable tolerance of approx. 5cm either way, please consider this when measuring for your rug.

For international returns please do not return items before receiving consent from Head Office. Email enquiries@niki-jones.co.uk for more information.
  

Niki Jones Ltd
Unit 9 Block 12 Bleasdale Court
South Avenue
Clydebank Business Park
Clydebank
G81 2LE

Once the item has been received and checked, your refund will be processed within 48 hours of receipt. We will refund the purchase price but not any delivery costs incurred by us in sending the order to you or incurred by you in returning the goods to us.

Please note we will not be responsible for items lost in transit during return, even if the service is provided by our courier service. However, we will endeavour to claim on the customers behalf if our courier is used.

Refunds are processed by the original payment method, if the card has expired, we will offer a selection of PayPal or bank transfer as an alternative.

Cancellation

— Cancellation by us.

We reserve the right to cancel the contract between us if:

We have insufficient stock to deliver the goods you have ordered.

We do not deliver in your area.

One or more of the goods you ordered was listed as the incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.

— Cancellation by you.

You have the right to cancel your order at any time before you receive the products you order, by contacting Customer Services on 0141 556 2462. In the instance that these products have already been assigned or dispatched when you contact us, you may return them within 30 days or receipt of delivery to receive a full refund excluding delivery charges immediately on 0141 556 2462 or email enquiries@niki-jones.co.uk

Damaged Goods

In the unfortunate event where goods arrive damaged and/or faulty, please contact us immediately on 0141 556 2462 or email enquiries@niki-jones.co.uk