Refund policy
You can return an unused item within 30 days of receiving your order if for any reason you're not completely happy with it.
How to return your order
To return your order, simply open a return in your account and follow the instructions.
Please package your parcel securely, enclosing a written note with your name, order number, and the item(s) you're returning inside the parcel. Please send returns to the address below;
Ride & Rug Returns Department (C/O Whistl)
Unit 3 Summerhouse Road
Moulton Park,
Northampton,
NN3 6RU,
United Kingdom
Items should be returned in the same condition in which you receive them: the original product packaging and tags must still be attached, and the products must be in an unused condition (except in the case of products which you have discovered to be faulty upon use - please see "Returning faulty or damaged products" below).
You are responsible for the cost of returning your order back to us. You can do so using any courier of your choosing, but please note that in this case we will not refund any postage fees (except if the goods are faulty or if you have received a wrong product).
Returning and order from within the EU
If you are returning an order from within the EU, please follow the returns instructions above, but send your return to our EU warehouse below.
Ride & Rug Returns Department
PVS Fashion-Service GmbH
Walter-Tron-Straße 3
97437 Haßfurt
Deutschland
If you are returning an order from outside of the EU, you can send your return to either address. Your local post office should be able to provide you with a CN22 form to stick on your package to help smooth its passage through UK customs. You will not be charged any import duty. We also recommend writing "Return" in big letters on the side of the package.
Faulty or Damaged products
We're very sorry if you've received a faulty, defective or damaged item. If this is the case, please contact us and include as much information about the fault as possible and a photo if you can; we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.
If you need to return a faulty product to us, we will refund you the cost of returning the item to us. Please contact us for a free return label or additional information.
Incorrect items
We're very sorry if you believe you have received a different item to what you ordered. If this is the case, please contact us explaining what has happened, and we will provide a free return label so you can return the item to us.
Time taken for refunds to be processed
Returned items will be checked at our warehouse after which we will issue a refund as soon as possible, and in any case within 14 days of us receiving your return. We will send you an email to let you know that your refund has been processed.
Exchanges
Unfortunately, we are unable to offer an exchange service. Please simply return the product you wish to exchange following the returns procedure above for a full refund, and then place a new order for the items that you would prefer.
