Terms & Conditions
1. MAKING A PURCHASE
You can make a purchase by browsing our website and adding products to the shopping basket. You then have the option to place your order online or by phone on 01343813271. All goods must be paid for in full before they are dispatched. If you place your order online you will be transferred to a secure payment page.
2. PRICE PROMISE
If you purchase a rug from us and find it cheaper (including delivery costs) on the website of another VAT registered retailer within the UK and you notify us within 7 days by e-mail we agree to refund you the difference.
a. The rug must be identical in terms of name, design, quality and weight.
b. The retailer must have the rug in stock and available for sale.
c. Our price promise does not apply to Ebay traders.
d. Our price promise excludes sheepskins and cowhides as these are generic products and can not be compared to inferior quality versions from other manufacturers.
a) We aim to deliver all orders (excluding custom made rugs) within 7-14 working days of placing your order. If your order can not be delivered within this period for any reason we will contact you by phone or email to advise you and give you the option to cancel you order without any penalty.
b) Our standard free UK mainland deliveries take place between 8am and 6pm Monday to Friday. We are not able to specify a delivery timeslot on standard deliveries, however we do offer upgraded delivery services such as before noon, afternoon, evening and Saturday delivery at an additional cost should you require this.
c) A signature is required by our couriers as proof of delivery.
d) As we are reliant on our couriers fulfilling the delivery and can not be held responsible for any error on their part. On the rare occasion that a delivery date is missed by our courier please contact us and we will do our best to resolve the problem.
e) If delivery is attempted and you are not available to sign for the goods our couriers will leave a card. Should you miss two delivery attempts goods are returned to ourselves which will then be subject to a £10 re-delivery charge.
We operate a 7 day money back guarantee. You have 7 days to return your rug back to us from the day it is delivered. You are responsible for arranging the return postage and the return costs. Provided the rug is received by us within this 7 day period and is returned in the same condition as it was sent we will issue you with a FULL REFUND on your purchase* All returns must be booked in and agreed by us.
If we receive a return after 7 days from the day it was delivered a 10% re-stocking charge will be deducted from the refund. No refund will be issued for goods received back after 14 days from the day it was delivered. The rug will be kept at our premises for you to collect (in person or by courier) for a period of 1 month.
If a rug is returned to us used, damaged or dirty no refund will be issued. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month.
*We can not refund upgraded delivery options including International, Offshore, Saturday, Before Noon and Next Working Day delivery payments.
**Custom made rugs can not be returned.
Please e-mail us or call us on 01343813271 to inform us that you are returning a rug. Please include your name and order number in the e-mail.
When returning goods, you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING OR ORIGINAL DELIVERY PACKAGING (do not use thin plastic wrapping such as bin liners) No refund will be issued if goods are badly wrapped and are soiled or damaged when in transit.
Should any goods go missing in transit when being returned we are unable to reimburse you. Please ensure that you use a return carrier which allows you to obtain proof of delivery to ourselves and ensure you are covered for the value of the goods should they be lost or damaged.
5. FAULTY GOODS / DELIVERY ERRORS
In the very unlikley event that:
a. Your rug has a fault
b. The wrong rug has been delivered to you
You must notify us by e-mail within 48hrs of delivery otherwise you will have no right to any of the remedies set out below.
If you notify a problem to us, we will, at our option:
a. Arrange a collection (Monday to Friday, between 9am and 5pm) if a rug has a manufacturing fault. Following our inspection we will provide you with a brand new replacement rug of the same design and size. We do require a photograph to be emailed to us in order to verify the fault before a collection is arranged. If a photograph is not supplied and following inspection a rug that we have collected is found not to be faulty we reserve the right to bill the customer for all carriage charges and may also bill for an administration charge.
b. Arrange a collection (Monday to Friday, between 9am and 5pm) if the wrong rug has been delivered in error. Following this the correct rug will be despatched.
Please note: The shedding of the pile on our wool rugs and some man made fibre rugs is a natural characteristic and is not classified as a fault.
6. FOR ADDRESSES OUTWITH THE UK
If you require your item to be shipped to an address outwith the UK Mainland then email us or all us on 01343813271.
7. OUT OF STOCK ITEMS
We do our very best to ensure that the vast majority of our rugs are in stock and ready to be despatched, however occasionally we may be out of stock of a certain design / size. If this is the case we will notify you by e-mail with an estimated delivery date for your chosen rug as well as option to choose an alternative rug or get a full refund. You may call our sales team on 01343813271 if you would like to check to see if a certain rug is in stock before ordering.
8. PRODUCT REPRESENTATION
During the photography process we make every effort to accurately reproduce the appearance of each rug we sell. However circumstances outside of our control such as computer monitor settings can sometimes affect how colours are displayed on your screen.
As the interpretation of colours can vary from person to person please be aware that any description of rug colours on our website are for guidance only. Please also be aware that due to the nature of the manufacturing process of our hand made rugs there can be some slight colour, pattern and size variation (up to 5cm).
If you are unsatisfied with the colour of a rug you receive for any reason you may return it for a full refund under our normal 7 day returns policy. We are unable to accept responsibility or cover the return carriage costs should there be a variation in colour within our images or descriptions. You are welcome to call or e-mail our sales team before you make a purchase to get further information on the colour of a particular rug if you wish.
9. YOUR RIGHT TO CANCEL
a. Orders Cancelled Before Goods Are Despatched
Under the distance selling regulations you may cancel any order up to the point of despatch within 7 days of placing your order. If you choose to cancel an order after 7 days an administration charge of £10 will be deducted from your refund (unless you have been informed that the rug you have ordered is out of stock).
b. Orders Cancelled After Goods Are Despatched
Orders can not be cancelled after goods have been despatched. Customers may retrun the goods at their own expense for a full refund under our '7 Day Money Back Guarantee'. If you choose not to accept the delivery and our couriers return the goods to ourselves we will refund your order minus a £16 charge (per rug) to cover our carriage costs.
c. Custom Made Orders
Orders for custom size rugs can not be cancelled once payment has been made.
10. OUR RIGHT TO CANCEL
We may cancel the contract between us if:
a. The goods you have ordered are unavailable for any reason;
b. We do not deliver to your area
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.
11. OUR LIABILITY TO YOU
a. Limitations on our liability to you
You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Please note that nothing in this section of these terms and conditions is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you.
12. THINGS YOU SHOULD KNOW
a. Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
d. Third party rights
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
e. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
f. Entire agreement