SPROUTING/LONG THREADS ( Shaggy Rugs)
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
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. 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. 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