At Prime Rugs we take pride in delivering high-quality rugs and ensuring your complete satisfaction. If your purchase does not meet your expectations, we offer easy returns, refunds, and exchanges.

We understand that sometimes a purchase might not be as expected or if you simply change your mind, rugs may be returned within 30 days under the same conditions outlined in our 30-Day Guarantee. To return an item due to a change of mind, please ensure the following:

• Return within 30 days of delivery.

• Provide proof of purchase.

• The item must be unused, with all original tags/labels attached.

• The item should be in the same condition as received.

Please note: Rugs will only be accepted or considered for return if they are returned in the same condition as when they left. Once used or altered, rugs cannot be accepted for return or exchange. We only sell brand new rugs which come in factory packaging, hence rugs that show any signs of use will not be accepted for return.

If your rug is faulty, incorrectly described, or differs from the pictures shown, we will provide an exchange or refund, provided the item is returned within our 30-day returns policy and with proof of purchase. The item must also meet the return guidelines mentioned above, including being in the same condition as when it left.

Refund will be processed and refunded to you using your original payment method.

Once the returned item is assessed and approved for refund, the refund payment will be processed within 7 to 10 working days. Please note that refund time period only starts once the rug has been received back in our warehouse.

Our accounts department will send you proof of payment or refund confirmation via email once your refund has been processed.

Refunds for purchases done in-store are processed using the card machine. Clients must ensure that they use the same card for the refund payment.

Contact Us: Fill out the contact form below or email us at returns@primerugs.co.za to request a return. Alternatively call our online sales team at 011-8098227 during business hours.

Return Authorisation: Our customer service team will approve the return and provide you with instructions once the rug has been received back at our warehouse.

Collection: We will arrange for the item to be collected from your delivery address at no additional cost.

Assessment: Once the item has been received and is in our warehouse, our team will inspect the item to ensure that it meets our return guidelines. Used, dirty, or altered rugs will be rejected, and no refund or exchange will be processed.

Refund: If the product is received in the same condition as when it was purchased or sent, a full refund to a South African bank account will be processed within 7-10 working days, and proof of payment will be provided.

Please Note: Ensure that you pack the item securely. If the original packaging is unsuitable, it is the customer’s responsibility to provide adequate packaging. We are not responsible for items damaged during return shipping.

We offer 30-day hassle free exchange policy:

Simply fill out the contact form below or email us at order@primerugs.co.za or returns@primerugs.co.za with your exchange request.

There is no additional costs for exchanges.

Customer will be refunded if exchanged rug is lower in value. Customer will need to pay the difference if value of exchange item is higher then original purchase.

Please note: Rugs will only be accepted for exchange if they are returned in same unused original condition as when they were delivered. Used, dirty or altered rugs will not be accepted.

All rugs purchased from Prime Rugs come with a 30-day satisfaction guarantee. If you are not completely satisfied with your purchase, you may return the rug within 30 days of purchase/delivery for a refund or exchange, provided it meets our return guidelines:

The rug is unused and in the same condition as when it was sent.

All original tags and packaging are intact.

The rug is unused and in the same condition as when it was sent.

Please note: Any claims regarding damage, quality issues or defects (including but not limited to overcasting, fringes or edges, loose threads or fibres) will not be entertained after 30 days of purchase. We will not accept any return, refund or exchange requests after 30-day period.

Returns or exchanges after 30 days will not be accepted.

Due to the nature of rugs, normal wear and tear may occur, including changes in texture, fibres or appearance over time. Overcasting, fringes, edges and threads can also get damaged or alter due to use. These are not considered manufacturing defects. No rug will be accepted for return after 30 days due to any of these issues.

Customer is responsible to contact us within the 30-day returns period if they wish to return or exchange. Any defected rugs should be returned within 30-day period.

Rugs returned after 30-days, or that have been used, altered or damaged will not be eligible for refund or exchange.