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For assistance on your warranty questions or claims, please call us on 020 8539 7322
WHAT DOES THE WARRANTY COVER
We are responsible for ensuring that the products we supply are of satisfactory quality and fit for the purpose for which they are sold. Serdim Rugs offers a 3-month warranty on all rugs purchased from our store. This covers defects in materials or workmanship. If you have any issues within the first 3 months, let us know and we’ll work with you to fix it. Please note that damage from incorrect use, cleaning, or maintenance is not covered.
If your rug seems to be defective, it’s important to inform us promptly. We recommend avoiding its use to prevent any additional damage.
We can provide a replacement with no additional courier charge or credit for the item and initial postage fee, as long as you follow these steps:
Reach out to us first to let us know about the defect, and provide all necessary information and images to prove it.
We will provide you with a return label and detailed instructions on how to send the item back to us.
Once we receive the item, we’ll inspect it in our warehouse to confirm the manufacturer’s defect.
If the item does have a genuine defect, we’ll provide a replacement or credit.
However, if the item’s issue was caused by the customer or courier, no replacement or credit will be issued, and return costs will be chargeable.
Shedding is normal for a new rug, however if you believe that your rug is shedding excessively despite following our Rug Care Guide, please feel free to contact us for further advice and assistance.