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Returns & Refunds

GENERAL POLICY

Our team carefully chosen these décor pieces and we believe they are fine, top quality items, but we understand that you may need to make a return.
You can return eligible items within 7 working days of receiving an order items for a refund of the merchandise value. An original receipt or gift receipt is required.
Made to Order rugs are not eligible for returns. Review the full list of ineligible items and our refund policy below before starting the process.

 

GENERAL ITEM RETURNS

We hope you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund on all goods returned to us within 7 working days from receiving of your order provided you return the items using our returns paperwork, they are in their original packaging and in an unused resalable condition.

  • We will not process refunds on items that have been used
  • If part of your order is faulty, you will be given the option of a replacement or refund
  • Please note the returning rug handling charge is $60.00 per rug, and for all other items $20.00 per parcel, which will be deducted from the total value of your refund
  • Please note that products sold as part of a special set can only be returned as a complete set and not as component parts.
  • None of the above conditions affect your statutory rights when goods are faulty, or not as described. For further details of your rights to cancellation under the Consumer Contract Regulations 2013, please see our Terms & Conditions

Please contact our Customer Care team for help returning online purchases. To process your return, we will need information from your original receipt. Our team will provide a mailing label and instructions for return shipping, and your refund will be issued after your item is received at our distribution centre. Items can be returned within 7 working days from the received date.
Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the purchased amount, while returns with an original receipt will be refunded in the original form of payment.

 

INELIGIBLE ITEMS

Items non-eligible for returns or exchanges:

  • Items without an original receipt or gift receipt
  • Gift cards 
  • Rug samples
  • Made to Order Items, including bespoke rugs
  • Final sale items listed under the section Outlet or Sale
  • Items damaged through normal wear and tear

 

RUG RETURNS

Please contact our Customer Care team for help returning online rug purchases. To process your return, we will need information from your original receipt. Our customers are responsible for return shipping. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns sent in that arrive with postage due will be returned to sender. Please allow 3-5 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account. Refunds are less original shipping costs, if applicable, and $60.00 handling fee per rug.

  

REQUIREMENTS FOR RETURNED RUGS:  

  • Item(s) has been delivered within the last 7 working day
  • Customers are responsible for the shipping cost of the returning rugs
  • Rug must be unused and in its original packaging. This includes all original packaging material and original factory information and paperwork. Do not write or put any markings on the outside of the packaging
  • There is a $60.00 handling fee each on all returned rugs
  • Any customized size is non-refundable
  • We do not accept returns on rug samples

 

FINAL SALE & CLEARANCE ITEMS

Please note that final sale and clearance items are not returnable or exchangeable except for manufacturing defects.

 

WAYS TO RETURN 

  • Through our online return portal that will populate a return label for you
  • Via your own preferred carrier

To request a replacement returns label, please contact our Customer-Service team: contact@thewillowgray.com 

Refunds are made to the original method of payment, less shipping, return and rug handling fee. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.
Returns sent in that arrive with postage due will be returned to sender.
Please allow 3-5 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.
Return labels are available only for US domestic orders. They aren't available for US military addresses, US territories, or international addresses.

 

RETURN PROCESS

To return items, you can either contact us via email contact@thewillowgray.com 

Begin the return process by giving us some details and we will create a UPS shipping label to bring to a UPS drop-off location. Or Schedule A Pickup! Pack your items and return them in original condition in the original manufacturer's box and use sufficient packing to prevent damage in transit. Rug Must Be Unused And In Its Original Packaging. This Includes All Original Packaging Material And Original Factory Information And Paperwork. Do Not Write Or Put Any Markings On The Outside Of The Packaging.

Depending on the reason for return, you may be responsible for return shipping costs.
We will then arrange for UPS to collect the item from you. Returns can be collected from your home, work or alternative address. Please note the courier does not offer timed or weekend collections. The charge for this service is $20.00 for all items excluding rugs which is charged at $60.00 of each returning rug.
Please ensure that you include all relevant paperwork and original invoices are included. Please note that the cost of returning your goods will not be refunded.
All returned goods will be examined upon receipt. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will process your return as quickly as possible and will notify you by e–mail once your refund or replacement has been processed.

 

TO RETURN AN ITEM VIA YOUR PREFERRED CARRIER:

If you would like to use your own return shipping method, please obtain a return authorization number from contact@thewillowgray.com Once an authorization number obtained, pack and return items in original condition, include the provided RMA form, and send to attention: The Willow Gray: c/o Returns Department.


Returning an item is at your own risk. You must ensure that the item is adequately packaged, and at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.


During busy periods, please allow a maximum of 14 working days for your refund, replacement or exchange to be processed.
Your payment for the goods will be refunded by The Willow Gray LLC as soon as possible by the original payment method, no later than 14 working days after we have received the goods. In addition to our returns policy you have the legal right to cancel your order within fourteen working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition.


Please see the cancellation right section in our terms and conditions. Your statutory rights are not affected.
Under the Consumer Contracts Regulations 2013, if you buy online or by phone your consumer rights entitle you to a full refund if you request one in writing (this includes email) within 14 normal days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below. It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused. Please note that we will not refund the cost of returning the items to us; only original delivery charges where applicable. Please view our contacts page for information on how to get in touch with us.

*Please note that products sold as part of a special set can only be returned as a complete set and not as component parts.

*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For further details of your rights to cancellation under the Consumer Contract Regulations 2013, please see our Terms & Conditions.