We want to ensure you are entirely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange – provided that the item is returned complete and in original condition. The Rug Group Limited will cover the cost of return shipping within the UK/ US/ EU for non-sale items, but original delivery cost will not be refunded.
To return an item, you must first contact us. We will then arrange for our courier service to collect the item from you. Returns can be collected from your home, work or alternative address.
It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or we will send you new packaging free of charge. Please note: Returns are not possible on any Custom or Bespoke items you have ordered in one of our Showrooms or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.
Your health and safety, as well as our staff’s, are our priority during this time. Our products are still orderable online with a slightly longer delivery lead time depending on stock location. Free Storage option is also available at this time for flexible delivery date. Please Contact Us to reserve delivery at your preferred date.
Deliveries to mainland UK addresses are free of charge and we endeavor to make them within 3-5 business days (Monday to Friday) using our shipping partners.
International deliveries are charged by volumetric weight, and are calculated at the checkout.
We deliver to most national and international destinations. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible.
For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Belgium, Canada, Lebanon, Mexico, Russia, Spain, and United Arab Emirates.
Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of The Rug Group or delay due to any reasonable rescheduling of delivery.
We accept MasterCard, Visa, American Express, Visa Debit and Maestro. We are now accepting Paypal payments and bank transfers as well as Klarna
By placing an order with us you are deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with or unclear about any aspect of these terms, please Contact Us before placing an order or email at email@example.com.
Telephone calls to and from The Rug Group may be recorded or monitored as part of our efforts to further improve service to our customers. Phone and data rates apply. Charges may vary depending on your BT landline, Mobile Providers and other Networks.
By placing an order on this website, you are making an offer to The Rug Group to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. This is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and The Rug Group for the sale of our products will only exist once an order has been accepted and processed. This does not affect your statutory rights.
Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate.
All delivery dates and lead times are only estimates and subject to change from time to time. We accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery. All orders received and accepted before midday will be despatched on the same day for a 3-5 business days delivery – subjected to availability and location. Orders received and accepted after midday will be deemed as received the following day and will be despatched on that day.
You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact us, so that we may investigate and confirm that your order has been placed successfully.
For all UK addresses, order before December 18th for delivery in time for Christmas. For Germany addresses, order before December 14th for delivery in time for Christmas. For US addresses, order before 10th December for delivery in time for Christmas. Please note that these dates are only applicable for in-stock items available for immediate delivery.
Web sales received after 23rd December will be processed on 3rd January. Please allow a further two days for UK delivery.
We are pleased to arrange delivery of your order to an address that is different to your credit or debit card billing address but, if you have not purchased from us before, we may contact you before we process your order to verify that your credit or debit card is not being used fraudulently.
We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products. Many of our items are marked not new, vintage or antique, they are sold as seen and will naturally have defects as expected with purchasing an item with age and wear.
All of our products are handmade, and rugs can vary in size by up to 25cm in width or length from the size shown. Likewise, although Swiss dyes are used for accuracy, colours can vary slightly from rug to rug. This is normal and, by placing an order via this website, you confirm your understanding and acceptance of this. If you require a rug of a specific size, please utilize our custom size calculator embedded to our product listing in our Shop area. Please Contact Us for other changes such as colours, materials, or shapes.
We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active. However, occasionally an item will be out of stock and if this is the case this will normally be highlighted in your shopping basket. The stock status for your order will also be shown on your order confirmation.
All prices quoted on this website are accurate at the time of publication, are quoted in GBP (pounds sterling). If your order is for delivery within the European Union (EU), all prices charged are inclusive of UK Value Added Tax (VAT) at the current rate. If your order is being despatched to a destination outside the European Union (EU) then no VAT will be charged. You will be responsible for the payment of any customs or import duties levied once the package reaches your destination country.
If your credit card is lost or stolen and used fraudulently as a direct result of being used to buy from our site before you tell your credit card issuer, we will assume liability for the first £50 of your loss. Your credit card company is under obligation to take responsibility for the rest. If your card is still in your possession and used fraudulently, your credit card issuer is under obligation to take responsibility for your entire loss. We will use reasonable endeavours to work with your credit card company to minimise the hassle for you.
Arrangements that protect you against the fraudulent use of debit cards are different, and you should check with your debit card issuer.
Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an act of God, war, strikes, lock-outs, flood, drought or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract.
The Rug Group Limited is a registered data controller in accordance with the Data Protection Act 1998 (‘the Act’). We process your personal data in accordance with the Act.
We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers. So we’d like to reassure you that any information you provide here will remain safe and secure.
For the purpose of the Contracts (Rights of Third Parties) Act 1999, this Agreement does not and is not intended to give any rights, or any right to enforce any of its provisions, to any person who is not a party to it.
We own, control and operate the web site from our offices within England. Accordingly the laws of England & Wales govern claims relating to, including the use of the web site and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between The Rug Group Ltd and you the laws of England and Wales will apply at all times.
Our address and all communications can be addressed to us at : –
The Rug Group Limited, 22 Stafford Street, Edinburgh, EH3 7BD
Registered in Scotland No. SC506844UK VAT No: 251047339.
We retain ownership of any products ordered until we have received full payment for such products.