Refund & Cancellation Policy

Last Updated: April 2026

At Sheba Gallery, we want you to be completely enamored with your new acquisition. We understand that choosing a rug is a significant decision, and we are committed to ensuring your total satisfaction.

1. Online Orders (Right to Cancel)

In accordance with the UK Consumer Contracts Regulations, for items purchased directly through our website (excluding bespoke/custom orders), you have the right to cancel your purchase within 14 days of receiving the goods.

  • The Notification Period: You must inform us of your decision to return the item via email ([Insert Email]) within 14 days of delivery.

  • The Return Window: Once you have notified us, you have a further 14 days to return the rug to our Eastcote gallery.

2. Bespoke and Custom Commissions

Please note that the statutory right to cancel does not apply to items made to your unique specifications. This includes any rug ordered in a custom size, colorway, or design.

  • Cancellations: Once a bespoke order has been confirmed and production has commenced, the deposit is non-refundable.

  • Returns: Custom-made rugs cannot be returned or exchanged unless they are found to be structurally faulty.

3. Condition of Returns

To be eligible for a full refund, the rug must be returned in "As New" condition. We cannot accept returns for rugs that show signs of:

  • Wear, soiling, or damage.

  • Exposure to pets (hair or odors).

  • Exposure to smoke or strong household fragrances.

Note: We reserve the right to offer a partial refund or refuse a return if the item is not in its original, saleable condition.

4. Return Shipping

  • Responsibility: Unless the item is faulty, you are responsible for the cost of return shipping.

  • Specialist Handling: Due to the weight and value of our pieces, we strongly recommend using a tracked, insured, and specialized courier service. We can assist in arranging a professional collection for a fee, which will be deducted from your final refund.

  • International Orders: For customers outside the UK, any original customs duties or taxes paid are non-refundable.

5. Faulty or Damaged Goods

Every rug is meticulously inspected before it leaves our gallery. However, if your rug arrives damaged or with a structural defect:

  • Please notify us within 48 hours of delivery with photographic evidence.

  • Under the UK Consumer Rights Act 2015, you have a 30-day right to a full refund for faulty goods. After 30 days, we will offer a repair or replacement.

  • Note: Minor variations in color, weave, and a 5% size tolerance are hallmarks of handmade artistry and are not considered faults.

6. In-Home Trial "Change of Mind"

If you have participated in an In-Home Rug Trial and decide not to proceed with the purchase at the end of the agreed trial period, the rug will be collected by our team. Any damage incurred to the rug while in your care during the trial may result in a cleaning or repair fee.

7. How to Start a Return

To initiate a return, please contact us with your order number and reason for return: via the Contact page on our website.