Refund policy

This policy explains returns, exchanges and refunds for purchases made directly through tribalmerchant.shop for delivery within the United Kingdom. The seller is TRIBAL MERCHANTS LTD, trading as tribalmerchant. Your statutory consumer rights apply in addition to this policy.

Our return policy at a glance

  • We accept returns of defective and non-defective products, including change-of-mind returns.
  • The return window is 60 days from delivery.
  • We accept products in new or slightly used condition.
  • Returns are made by post.
  • We provide a free return label to download and print.
  • We charge no restocking fee.
  • We accept exchanges, subject to the availability of the replacement item.
  • Refunds for eligible returns are completed within 7 calendar days after we receive the returned goods, subject to any earlier legal deadline.

When you can return an item

You can return an eligible rug, carpet or kilim if you change your mind, find that it does not suit your space, or discover a problem with it. Please arrange your return and send the item within 60 days of receiving it. If you are exercising a statutory right that gives you a different or longer period, that right continues to apply.

Our policy accepts new and slightly used items. Opening the packaging or lightly trying a rug in your home does not automatically make it ineligible. Original packaging is helpful for protecting the item in transit, but it is not a mandatory condition of a return.

Please take reasonable care of the item while it is with you. If it has suffered damage beyond slight use, tell us what happened so we can assess the circumstances fairly. Damage caused by misuse is different from a defect that existed when the product was supplied. We will not treat a pre-existing defect as damage caused by you.

How to start your return

Contact support@tribalmerchant.shop or use our contact page. Include your order number or another way for us to identify the purchase, the item you want to return, and whether you would prefer a refund or exchange. If you are reporting a fault, a short description and photographs where practical can help us resolve it.

We will provide the return instructions and a free downloadable, printable return label. The label will show the correct return address. Please use that address rather than assuming the registered office is the return depot.

Contacting us first helps us provide the label and identify the parcel. It does not make statutory cancellation dependent on our approval, and a customer exercising a statutory cancellation right does not have to give a reason.

Packing and posting the return

Pack the item securely to protect it during transport. For a rug or kilim, use packaging suitable for its size and weight, and protect it against moisture and damage. Include an order reference inside the parcel where practical so we can match it to your return.

Attach the supplied label and follow the posting instructions. Keep the receipt or other proof of posting until the return and refund are resolved. If you cannot download or print the label, contact us for assistance before purchasing your own postage.

Return postage is free when you use the label we provide. We do not charge a restocking fee. If you want to use another return service, contact us first to agree the arrangements and avoid unnecessary costs. This does not reduce your rights where we are legally responsible for reasonable return costs.

Exchanges

Tell us which replacement you would like when requesting an exchange. Availability can be limited, particularly for individual vintage or one-of-a-kind pieces. We will check availability and explain any price difference before you agree to the replacement.

If the requested replacement is unavailable, we will discuss alternatives or provide an eligible refund. We will not substitute a materially different item without your agreement. The same free postal-return arrangements apply to an eligible exchange.

Refund amounts and timing

For an eligible full return, we refund the price paid for the returned item. We do not deduct a restocking fee or the cost of the free return label. Our standard UK outward shipping is free, so no standard delivery charge has been paid to deduct or separately refund.

Refunds are completed within 7 calendar days after we receive the returned goods. An inspection does not restart that period. Refunds are made to the original payment method unless you expressly agree to another lawful method. We do not require you to accept store credit instead of a refund you are entitled to receive.

If a refund has not reached you within the stated period, contact us with your order reference so we can investigate it with the payment provider. We remain responsible for meeting the refund period stated in this policy and any earlier deadline required by law.

Faulty, damaged, incorrect or misdescribed goods

Contact us as soon as reasonably possible if the item arrives damaged, is incorrect, is not as described or develops a fault. Keep relevant packaging and photographs if available, but a lack of photographs or original packaging does not automatically remove your rights.

Depending on the circumstances, you may be entitled to a refund, repair or replacement. We will explain the appropriate remedy and arrange a free return where required. Reporting a problem more than seven days after delivery does not automatically disqualify a claim. Your rights for faulty goods can continue after the 60-day voluntary return period.

UK online cancellation rights

For an eligible online purchase, you normally have 14 days after delivery to notify us that you wish to cancel, followed by a further 14 days to send the goods back. You may notify us by email or another clear statement. A particular form or an explanation of your decision is not required.

Statutory cancellation refunds are due without undue delay and within the applicable legal deadline, generally no later than 14 days after we receive the goods or you provide evidence of sending them back, whichever is earlier. Any refundable standard outward delivery charge must be included. Our seven-day return-refund commitment applies where it provides an earlier refund.

You may inspect goods as you reasonably would in a shop. Our additional policy also accepts slightly used items. Nothing here imposes an unused-only or original-packaging rule on statutory cancellation rights.

Cancelling before dispatch

If you want to cancel or change an order before dispatch, contact us promptly. We will check whether fulfilment can be stopped. If the order has already been dispatched, your applicable cancellation and return rights still apply.

Orders placed on Etsy

This policy covers orders placed on tribalmerchant.shop. For an order purchased through our TribalMerchant Etsy shop, contact us through that Etsy order so we can identify the transaction and apply the terms and platform protections applicable to it.

Contact and company details

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM GMT.