Returns & Cancellations Policy

Last updated: April 2026

At Sheba Gallery, we want your chosen piece to be the perfect foundation for your home. We understand that seeing a rug in your own light and space is essential to the selection process.

1. The 14-Day Return Window

For all stock items purchased through our online gallery, you have a statutory right to change your mind.

  • Notification: You must notify us of your intent to return the item within 14 days of delivery.

  • Return Period: Once notified, you have a further 14 days to ensure the rug is returned to our Eastcote gallery.

2. Bespoke and Custom Orders

Please note that the right to cancel does not apply to rugs made to your unique specifications.

  • Bespoke pieces (custom sizes, colors, or designs) are final sale and cannot be returned or exchanged unless they are found to be structurally faulty.

  • For custom orders, a deposit is required to begin production; this deposit is non-refundable once weaving has commenced.

3. Condition of Returns

To receive a full refund, rugs must be returned in "As New" condition. We cannot accept returns for rugs that show:

  • Signs of wear, soiling, or staining.

  • Damage from pets (including hair or odors).

  • Exposure to smoke or strong household fragrances.

We recommend keeping the original packaging until you are certain the rug is a perfect fit, as this is the best way to protect it during transit.

4. Return Shipping & Costs

  • Change of Mind: Unless an item is faulty, the customer is responsible for the cost and arrangement of return shipping.

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

  • In-Store Returns: You are always welcome to return your item to our Eastcote Gallery in person during business hours at no cost.

5. Faulty or Damaged Items

Every rug is meticulously inspected before dispatch. However, if your rug arrives damaged:

  • Notify us within 48 hours of delivery with photos of the damage.

  • Under the UK Consumer Rights Act 2015, you have a 30-day right to a full refund for faulty goods.

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

6. Refunds

Once your return is received and inspected, we will process your refund to the original payment method within 10 business days.

How to Initiate a Return

Please contact our concierge team to begin the process via the Contact Page on the website.