Ensuring your rug lies flat.

When we store our rugs, they're rolled up and protected with plastic wrap to maintain their pristine condition. Given the weight when these rugs are stacked, they might appear slightly flattened upon unrolling. A good analogy is comparing it to a newly purchased shirt or set of curtains: they have creases when fresh out of the packaging. While clothes can be ironed to smoothness quickly, rugs require a bit more patience.

For instance, the tassels on our Boho rugs might take a while to settle. The issue is more noticeable with larger rugs since their weight is greater when stacked. This isn't a defect but a temporary phase until the rug adjusts to its new environment. Rugs with rigid backings, in particular, need time to acclimate to a warm setting and fully unroll.

To expedite this settling process, try rolling your rug the opposite way it came packaged (with the pile facing out). Roll it as tightly as possible and let it rest in a warm spot, perhaps near a heater, for several days. Over time, your rug will naturally lay flatter. Depending on the rug type, this can vary from a few days to several weeks.

Product Guarantees and Warranties

Rugs are considered commodities, and therefore, none of our manufacturers offer warranties for their products. Instead, these products are governed by the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. In most cases, we anticipate that these products should remain in good condition for a minimum of 6 months. However, it's important to note that this does not guarantee a replacement or refund.
Under the Sales of Goods Act, if an issue arises within 30 days of purchase, you are legally entitled to a refund. Beyond this initial period, you maintain the right to request a replacement or repair, but a refund is not obligatory. After the passage of 6 months, we are not legally obligated to provide a replacement, repair or refund unless the customer can substantiate that the item was faulty upon arrival. We operate under the assumption that the item was received and signed for in good condition unless informed otherwise. We emphasize checking your rug upon its arrival including a thorough inspection of its backing, even if you don't plan on using it immediately. The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. However, it's important to note that while we are often told that a rug has never been used, we have no means of ascertaining or validating how the rug has been used. Any failure to report defects promptly as per our terms and conditions cannot be attributed to Rug Love.

For any questions or concerns please contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours.

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