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Terms & Conditions

These are the terms and conditions of the website. By placing an order on this website, you are accepting these terms and conditions and agree to be bound by them.

1. Our Terms and Conditions

1.1 We reserve the right to update these terms and conditions at any time. Please check that you have read and understood our current terms & conditions. Last updated 17th July 2019.

1.2 These terms and conditions relate only to our website and not to our retail shop or any other website.

2. Placing an Order

2.1 You may place an order with us either by adding goods to our shopping cart and completing the checkout procedure or by placing an order with us over the telephone. In both cases, you will have ample opportunity to check the details of your order are correct.

2.2 On completion of 2.1 above, you are now deemed to have placed an order with us and will receive an order acknowledgement by email and/or by post. When you receive this, please check once again that your order details are correct. Contact us immediately if there are discrepancies.

3 Acceptance of an Order

3.1 When the goods are ready for dispatch, we will accept your order and contact you by telephone or email to arrange delivery. Until this time, we are not deemed to have accepted your order and may refuse it for any reason including;

the goods no longer being available, or
the goods are incorrectly described or priced, or
trouble processing your credit card payment.

4. Processing Payment

4.1 We may process payment for your order as soon as you place it or may wait until the order has been accepted. Processing of your payment is not deemed to be acceptance of your order.

5. Prices

5.1 The price you see is the price you pay for the product. Prices currently include VAT at the standard rate. Shipping may be extra if you live outside the mainland UK, offshore the UK including the Isle of Mann and the isle of Wight, or live in remote areas of Scotland that are prone to shipping surcharges. 

5.2 Prices may be changed at any time and all orders are processed at the current rate as displayed on our website at the time the order is placed.

5.3 We guarantee to match any genuine online price as defined by our unbeatable price promise.

6. Delivery

6.1 As soon as your order is ready for dispatch, we will contact you to arrange delivery.

6.2 Our rugs are usually delivered via carriers on a next day service by reliable companies but please note that this is not a guarantee. Neither we nor our carriers will be held responsible in the rare event of non-delivery on the arranged day. Some smaller rugs are sent on a slower 3-day service if the situation warrants it.

6.3 For current delivery charges and timed deliveries, see the Delivery & Shipping section on our Information page.

6.4 We will deliver to an alternative delivery address if specified, however, this may slightly delay your order whilst we undergo additional security measures for the prevention of fraud. If this inconveniences any customers in any way we do apologize; we must however stress that this is deemed necessary in order to protect the privacy and security of our customers and products.

We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any capacity.

6.5 Important note to Scottish and Scottish Highland customers in particular. Please note that some addresses in Scotland are much more expensive to deliver to than your average UK address. In these cases, we have to charge a shipping surcharge and will contact you to discuss options and prices. Postcodes affected may include, but are not limited to the following:

AB, HS, IV, IV22, IV23, IV24, IV26, IV27, IV28, IV40, KA27, KA28, KW11, KW12, KW13, KW15, KW16, KW17, FK19, FK20, FK21, PA30, PA40, PH30, PH31, PH32, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH50, and ZE

7. Returns, Faults, and Cancellations

7.1 Once you have received your goods, you have 14 days to notify us you wish to return them should they be unsatisfactory for any reason. You then have 14 days from notifying us of your intention of returning the goods to actually return them to us.

 It is your responsibility to pay for the cost of returning the goods, whether that is by sending them back to us by carrier or using the collection service provided by some of our suppliers. When they have been safely returned and inspected and we are happy they have been returned in the same condition that they were dispatched, we will refund the total goods value less any collection fee if applicable.  See Returns.

Please note that refunds may take a few days to be processed as they are done in batches. All requested refunds should be done within 14 days of us receiving the goods back, normally much sooner, and if not please notify us immediately.

7.2 Please check all goods carefully as soon as you receive them. If the goods are faulty, please let us know immediately and no later than 7 working days from the date of receipt and ensure they are returned/collected for inspection no later than 14 days of receipt.

Upon inspection, should your goods be confirmed to be faulty, we will offer you a replacement, a mutually agreeable re-selection, or a full refund, inc. cost of collection, whichever you prefer.

7.3 Please note that variation of colour is not accepted by us to constitute faulty goods and we do not accept responsibility for the cost of returning rugs whose colour is not as portrayed on your computer screen. The same with variation in design as described in our Money-Back Guarantee section above, this variation is normal and does not make us liable for the cost of returning any rugs for this reason.

7.4 You can cancel an order at any time prior to it being dispatched for a full refund. Once the goods have been dispatched, you can still cancel the order but will be responsible for all carriage costs incurred by RugsUK.

7.5 Custom-made rugs and runners made to your own sizes and specifications are not returnable but samples of quality and colour are always provided to ensure you will be happy with the end product.

N.B. The above terms and conditions are for B2C – Business to Consumer. For B2B – Business to Business terms and conditions, please see our main B2B page found here.