Defective Item Returns & Exchanges

FAULTY COLLECTIONS & EXCHANGES

Please utilize the return portal link provided below to submit your request, whether it be for a straightforward return, a faulty item, an incorrect order received, or damage caused by the courier. Please make sure to upload images regarding the issue if relevant.

Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.

All returns must be submitted via our designated returns management platform to qualify for a return and refund. We cannot accept them in person. All returns must be sent through a courier; there are no exceptions to this policy.

In the unlikely event you receive a faulty item, manufacturer-arranged collections are all-day appointments without specific time slots. No weekend collections are offered. Specify your preferred collection date when arranging. 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. You may be without a rug for a few days in the interim.

If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer to generate the courier label in case you need to make a return or exchange. Please keep this in mind before placing your order, especially if you don't have access to a printer.

Exchanged items are sent after the original is returned, to mitigate issues of unreturned items. If our exchange process is unsuitable, consider purchasing from a brick-and-mortar store.

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. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.

Before submitting a faulty claim, please take a moment to review the disclaimers in your order confirmation email. This includes notes on hand-made/jute sisal characteristics, variations in colour/image/design, and information about wool/shaggy rug shedding.

Our Wool and Shaggy Rug Shedding disclaimer can be found in our help center, every product page, every email we send you (including the order confirmation email), the return portal, the chatbot, and the homepage footer. We always emphasize in our product descriptions for shaggy and wool rugs that are prone to shedding. 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 different type of rug that is non-shedding.

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.



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.

According to the Sales of Goods Act, should a problem arise within the first 30 days after purchase, you have a legal right to either a refund or replacement. After this initial 30-day window and up until 6 months, you can still ask for a repair or replacement, but there is no obligation on our part to offer any refund. Once 6 months have elapsed, unless you can convincingly prove that the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. It's important to note that without evidence of a fault at the time of delivery, we won't entertain any claims post the 6-month mark, no exceptions. For all transactions, our default stance is that the product was received in good condition unless we're notified otherwise. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Understandably we cannot determine how the rug has been treated or whether the care guidelines were adhered to. Any potential faults should be reported immediately upon receipt. Any failure to report defects promptly cannot be attributed to Rug Love.

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.

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

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. please bear these factors in mind before purchasing this type of rug. 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.

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.

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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