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Refund Policy


Special Orders

Made to order goods and goods specially ordered for you must be cancelled within 3 days of placing an order as after this 3 day period these items may have commenced production with the manufacturer or have been ordered. These items are clearly marked special order on the product page.

Special order goods cannot be returned.

How do I return an order that has been delivered?

If you are not 100% happy with your online purchase(s) upon receipt, please contact TC Matthews within 14 days to arrange. All returned goods should be in an unused condition and in their original packaging. 

We will require a photograph to demonstrate the damage in transit or the fault on the rug so that the claim can be processed and assessed.

After purchasing online Rugs and small items can be returned within 14 days of receipt. These items should be returned in their original packaging where possible. They should be returned directly to any of our branches. Please ensure that the return package is clearly marked with your name and web order no. to ensure that your return and refund can be processed swiftly. Some of our rugs are special orders; this is clearly indicated on our website.

For any queries about the TC Matthews returns policy please contact us at

Discretionary Returns:

We will not accepts returns for the following reasons:

  • Wrong size or colour ordered
  • Customer change of mind
  • Accidental damage such as spills, pulled yarns
  • Rugs that appear to be deliberately damaged rugs
  • Multiple rugs ordered by a single customer for a home approval process

Please note a restocking charge of 25% of the value of the returned item(s) will be applied to cover any costs incurred by TC Matthews including collection, inspection and repackaging and cleaning of goods. Special order goods cannot be returned.

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