Returns & Exchanges
Outdoor rugs are hard to judge from a screen. If the one you chose isn't right, we'd rather swap it than have it sit rolled up in your garage.
The short version
30 days from delivery. Unused, in original condition. We'll refund or exchange.
What qualifies
Rugs must be unused and free of outdoor exposure — no dirt, water marks, pet hair or furniture indentations. It's fine to unroll it and lay it out indoors to check the size and colour. It is not fine to put it on the patio for a week and then return it.
Keep the original packaging if you can. If you can't, any long carton that protects a rolled rug works.
How to start a return
- Email contact@horizonrugs.com with your order number and which item you're returning.
- We'll reply with a return authorisation and the correct return address within 1 business day.
- Ship it back. Refunds are issued to the original payment method within 5–7 business days of the rug arriving back with us.
Return shipping costs
- Wrong item, damaged, or a defect: we cover return shipping entirely and send a prepaid label.
- Changed your mind, or the size doesn't work: return shipping is at your cost. Worth using the size guide before ordering.
Exchanges
Swapping for a different size or colour is usually faster than a return-and-reorder. Email us and we'll arrange it directly — you'll only pay the difference if you're sizing up.
Damaged on arrival
Photograph the carton and the rug before doing anything else, then email us within 7 days of delivery. We'll replace it at no cost and you won't need to ship the damaged one back in most cases.
Not returnable
- Items marked final sale or clearance
- Rugs that have been used outdoors
- Gift cards
Questions first?
If you're unsure about size, colour or how a rug will hold up in your climate, email us before you order. We'd rather spend five minutes helping you choose correctly than process a return.