Hand-Made/Jute/Sisal Rugs Disclaimer

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Our Hand-Made/Jute/Sisal Rugs Disclaimer can be found in our help center, every product page, every email we send you (including order confirmation email), the return portal, the chatbot, and the homepage footer. We always emphasize in our product descriptions rugs that are hand-made and will have imperfections. We encourage customers to take this into account before making a purchase, If these characteristics are likely to cause you frustration we advise purchasing a machine-made product.

Our collection of Handmade, 100% Jute and Sisal rugs are made by hand, each one is unique as such they will have imperfections known as ‘Abrash’ which means natural and variable change in colour, design, size, pattern, yarn, stitching & texture that occurs in hand made rugs along with natural fibre loss and shedding, rogue mixed colour yarns & loose threads. It gives the rugs life and character and ensures you have a unique rug. Similarly, all-natural plant fiber rugs, such as Sisal rugs, embrace their normal irregularities as part of their charm. Variations in weave and shading, for instance, contribute to their distinctive and captivating character, making each natural fiber rug unique. In essence, all-natural grass fiber rugs are beautifully "perfectly imperfect." Synthetic latex backing is one of the biggest culprits in new rug smell, affecting both natural and man-made materials. Many natural rugs, such as Jute and Sisal, are flat-woven, eliminating the need for a latex backing. But still natural Plant-based sisal, jute, and seagrass rugs typically start out with a mild, straw-like aroma. If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance. Please note that even if you exchange a rug, the replacement will have its own distinct imperfections and characteristics. Familiarize yourself with our handmade and wool disclaimers in our help center to ensure you're informed before making a purchase.

Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade/jute/sisal rugs). Ensure you're informed before making a purchase.

Please take a moment to understand our disclaimers on colour/image/design variations, hand-made rug imperfections, and shedding/flattening for both wool and shaggy rugs, Familiarize yourself with these before proceeding with your purchase. Rug Love assumes no responsibility for any oversights on the customer's part. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering

Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.

We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.

While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.

For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options.

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.

Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Please note that all our manufacturers and suppliers operate from Monday to Friday, between 9:00 AM and 5:00 PM, and remain closed on weekends. Exchanges: Note that couriers aren't equipped to collect the original item during the new one's delivery. All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict then arrange logistics

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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