Returns

Returns & Refunds

Hassle-Free Returns at Crown Heritage

At Crown Heritage, we want you to feel confident when choosing a rug for your home. If your purchase isn't quite right for you, we offer a straightforward return process for eligible items.

Our Return Policy

We accept returns on eligible items provided they are:

  • Unused and in their original condition

  • Free from stains, damage, odours, or signs of use

  • Returned with the original packaging where reasonably possible

  • Properly packaged to prevent damage during return transit

Items that have been used, damaged, altered, or returned in an unsuitable condition may not qualify for a refund.

Return Period

You can request a return within [14/30] days of receiving your order.

To start a return, please contact us within the applicable return period with your:

  • Order number

  • Name used when placing the order

  • Reason for the return

  • Photographs, where applicable

How to Request a Return

1. Contact us
Email our customer service team with your order details.

2. Receive return instructions
We'll provide the information needed to arrange your return.

3. Package your rug securely
Please ensure the rug is protected and securely packaged to avoid damage during transit.

4. Return the item
Send the package using the return instructions provided by our team.

5. Refund processed
Once the returned item has been received and inspected, we'll process your eligible refund.

Return Delivery Costs

Return shipping costs are the responsibility of the customer.

If you choose to return an eligible item because you have changed your mind or no longer require the product, you will be responsible for the cost of sending the item back to Crown Heritage.

Please ensure the rug is securely packaged and protected during return transit. Crown Heritage is not responsible for damage that occurs due to inadequate packaging during the return.

If an item arrives damaged, faulty, or incorrect, please contact us before arranging a return so that we can review the issue and advise you on the next steps.

Refunds

Once your return has been received and approved, your refund will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process the refund and for the funds to appear in your account.

Damaged or Incorrect Items

If your rug arrives damaged or you receive an incorrect item, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the rug and packaging

We'll review the issue and provide the appropriate next steps.

Non-Returnable Items

Certain products may not be eligible for return, including items that have been:

  • Used or washed

  • Damaged after delivery

  • Altered or modified

  • Returned without the required packaging

  • Made specifically to a customer's bespoke requirements

Any applicable exclusions should be confirmed in your final store policy.

Questions About Your Return?

We're here to help.

Email: hello@crownheritage.store

Crown Heritage
Timeless Rugs. Refined Living.

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