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Simple Automated Returns: No need to go through the hassle of contacting us :)

Simply visit our returns portal link below to initiate your return or exchange.

Return Portal 

Our Comprehensive Return, Faulty, Refund and Exchange Policy

Transparency: We pride ourselves on being upfront and transparent about potential return costs, setting us apart from others. Our process is streamlined for your convenience. Say goodbye to the inconvenience of waiting around for return references and authorization. We take pride in being the first rug store to introduce an automated returns process designed for your utmost ease and a seamless experience.

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. We emphasize the importance of measuring your space prior to placing an order, Taking a brief measurement now will help avoid potential inconveniences and return costs, especially with our large 200x290cm rugs, these are often larger than customers anticipate and expensive to return. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

14 Days to Decide: We are unable to process returns for unwanted items beyond the stipulated returns period as outlined in our terms of service, No Exceptions.

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.

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.

When you make a purchase with us, you affirm that you have carefully read, comprehended, and agreed to our terms of service and Return/Refund Policy. This policy encompasses delivery timeframes, the process and costs associated with returns, our colour/image/design disclaimer, and pre-order dates. You can find these details in our help center, on the product pages of all items we offer, in your order confirmation email, on the homepage footer, and through our return portal. If you're considering a handmade rug, kindly review our disclaimer about imperfections before proceeding with your purchase. Similarly, if you're interested in a wool rug, please acquaint yourself with our disclaimer regarding shedding. 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.

There's no need for direct communication with us for return, exchange, faulty, or incorrect item requests. Our automated system handles these processes seamlessly. Simply follow the link provided below. Once we've received your returned rug, you'll automatically receive an email notification. Another email will follow to inform you about the refund process. We appreciate your patience as we require up to 48 hours to thoroughly inspect and process your return.

RETURNS POLICY

There's no need to reach out directly for returns, exchanges, or issues with faulty or incorrect items. Our process is streamlined for your convenience. Simply visit our returns portal to initiate your return or exchange. Once we've received your rug, you'll get an email confirmation, followed by a refund notification after a 48-hour inspection.

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.

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

Key Points to Note:

• If you've changed your mind, items can be returned within 14 days of receipt for a full refund. If you're aiming for a precise color match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
• Remember to measure your space accurately before ordering.
• Items should be returned in their original, unused state and packaging, or in robust polythene.
• Returned items should be in a condition fit for resale and fully enclosed in packaging.
• Please ensure the item is free from household odors, food, pet smells, and pet hair.
• Refunds won't be processed for rugs dispatched in bin bags; such items will be sent back to the sender.
• Rugs sent back not adhering to our guidelines may incur a restocking fee, based on the item's condition and resale value.
• Rugs should be returned rolled up, not folded. Avoid taping over the rug's label.
• Package the rug as you'd wish to receive it.

How to Proceed:

1. Head to our return portal and input your order number and email. Click "Start".
2. Follow the on-screen instructions, choosing the items you wish to return.
3. If you've chosen the wrong size, select the exchange option and specify your preferred rug and size in the comment section.
4. Once done, you'll receive a confirmation email detailing return shipping instructions.
5. For faulty or incorrect items, please upload clear images.
6. We only accept returns via courier; in-person returns are not entertained.

Note: We don't accept returns for unwanted items beyond the specified 14-day window. Any late returns will be sent back to the sender.

HANDMADE 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.

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.

WOOL RUGS AND SHEDDING: WHAT TO EXPECT

Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.

Here's what you need to know about shedding:

1. Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
2. Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
3. Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
4. Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
5. New Rug Odor: The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.

In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition.

Pile Flattening/Durability/Warranty/Wear

All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed as a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.

Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high pile rugs, and isn’t indicative of a manufacturing flaw.

Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.

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. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement. 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

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.

Cut Pile Directional Shading

Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect

Pile Shading

At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."

Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.

Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.

Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.

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 RETURN POLICY FOR DEFECTS

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.

Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer. 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

It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. 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. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive. 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

Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.

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. 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.

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.

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. Understandably we cannot determine how the rug has been treated or whether the care guidelines were adhered to. 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.

PRODUCT COLOUR & DESIGN DISCLAIMER

At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed. Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the location and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults. In purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design, and the representation on our website. Any returns for a product due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy and a full refund will be provided. If you are trying to colour match to existing decor or require a very specific shade, we recommend visiting a rug store in person to avoid disappointment. The product colour we state and images we display are provided by the manufacturer and used by all UK rug stores, whilst each person’s opinion & interpretation will vary.

Please be aware that our rug visualizer is intended for reference purposes only. While we strive for accuracy, we cannot guarantee that the colour or size displayed is perfectly to scale. As the only rug store providing an augmented reality rug visualizer, we offer this as an additional tool to assist you in making an informed selection

• Accuracy of Product Images: The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions.
• Guidance, Not Guarantee: Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.
• Informed Decisions: We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process.
• The Nuance of Colour: Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person.
• In-Person vs. Online: While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach.
• User-Generated Content: To offer a real-life perspective, Within the industry, we were the first to incorporate the inclusion of in-situ content from Instagram and our influencers, providing you with a genuine glimpse of the product we have incorporated in-situ user-generated content for many of our products. This provides a more tangible feel for what to expect.
• Returns Policy: Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines.

If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to RETURN COSTS

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees. This policy is consistent with all online rug retailers we are aware of, wherein the customer covers the return cost.

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

Estimated Return Costs:

• Small Rugs & Runners up to 120cm in length: Approximately £6
• Small Rugs up to 125cm in length: Approximately £9
• Large Rugs from length 160cm up to 199cm in length: Approximately £18-£28, contingent on rug thickness and weight. (For comparison, Wayfair charges between £20-£50 for large rugs.) Most large rugs, ranging from 160cm up to 199cm in length, can generally be sent back via DHL at an estimated cost of £18, except for very plush/thick types of rugs which can take it to £28.
• Extra Large Rugs size 200 x 290cm and Super Plush/Thick Heavy Shaggy Rugs (like Montana, Plush, Barnaby & Plush Moroccan Shaggy Rugs) + Oversized Rugs size 240cm and above: Circa £28-£48 via DHL.

Please note, these rates can vary daily and are intended as guidance only. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

If you're unfamiliar with booking courier services online and find it challenging, please consider this before making a purchase in case of potential returns. We suggest buying from a physical rug store to prevent such situations.

Our Transparency Commitment:

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. While we cannot control courier costs, which are consistent with almost all online rug retailers, unlike others we prioritize being upfront and transparent about potential return expenses, especially for larger bulky items. Our aim is to prevent misunderstandings and avoid disputes related to shipping fees. If you anticipate issues with covering return costs, we kindly suggest purchasing from a brick-and-mortar retailer where you can return items in person. Though courier costs are beyond our control and align with industry standards, we believe in transparency regarding potential return costs. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

As a small family-run business, we typically offer more affordable prices compared to larger retailers. Our customers enjoy advantageous pricing since we are among the most competitively priced online rug sellers. Our competitive pricing is a key aspect of our online service, this means that by choosing Rug Love, you most likely saved on your purchase, which we hope compensates partially for any return expenses. When you compare our prices to those of Rugs Direct, the market leader, you'll typically find that we offer more competitive prices, and we pass these savings directly on to you, our valued customers. It's important to note that even with higher-priced competitors, the return costs would remain the same and are beyond our control. We pride ourselves on providing a wider range of options than you might find on the high street, and we always include free delivery in our prices. Unfortunately, we are unable to extend this to include free returns. We emphasize potential return costs in every possible place on our site and in all our email communication with you, ensuring transparency. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

COLLECTIONS & EXCHANGES

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. For exchanges, note that collection of larger rugs (160 x 230cm and above) necessitates a printed label. 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. 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

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 before making a purchase.

For exchanges, note that collection of larger rugs (160 x 230cm and above) necessitates a printed label. Exchanged items are sent after the original is returned, to mitigate issues of unreturned items.

Proper Rug Packaging Guide:
Ensure that the rug is entirely covered, sealing both ends firmly using robust packaging tape or cable ties. Avoid masking tape or standard sellotape.
The rug should be free from external elements like dirt, moisture, and odors and must be returned in a pristine, resaleable state.
Rely on strong packaging materials. Avoid using flimsy bags or paper, as they can tear during transit. Rugs received in compromised conditions due to inadequate packaging will not qualify for refunds.
Should you need extra packaging material, please contact us.
Important: Damaged or soiled rugs aren't eligible for refunds. In such instances, claims should be raised with the respective courier. We will provide photographic evidence of the rug's condition upon its arrival to support your claim.

Contact us for extra packaging if needed. Damaged or soiled rugs will not be refunded – in such cases, liaise with your chosen courier.

RESPONSIBILITY

Keep proof of postage until the return is confirmed. Before handing your rug to the courier, photograph it as packaged. This helps if you must address any issues with the courier. We also photograph all returns for our records. Disputes involving couriers should be resolved directly with them.

Remember, always double-check return policies and guidelines before purchasing.

BOOKING YOUR RETURN

IMPORTANT: If you're uncertain about the dimensions or weight for your return package, please reach out to us before scheduling your courier. If you inaccurately report the package size or weight, the courier may charge additional fees, for which Rug Love will not be accountable. When packaging your return, ensure that the rug and its packaging don't exceed the reported size. For instance, if you've specified a parcel length of 160cm, the packaged rug should not surpass this length. To account for packaging, we recommend adding 5cm to your rug's length when booking with the courier.

When scheduling your courier, please use the rug's rolled dimensions. Below are some general examples to guide you. Keep in mind these are general estimations; individual rugs may vary in size and weight:

Packaging Dimensions Examples

Runners & Rugs Specifications:

Before scheduling a courier service, it's essential to thoroughly verify the dimensions of your rug to ensure accuracy. Ultimately, the final dimensions of the rug will be influenced by the way it is rolled and wrapped. Please note that Rug Love is not responsible for any errors.

To schedule your return, simply input the 3 measurements of your rug: length, width, and height, on the courier's website.

Always double-check the specifics of your rug before booking a return to ensure accuracy.

WHEN CAN I EXPECT MY REFUND?

• Upon receiving your return, we'll conduct an inspection and then send you an email confirmation. You'll first receive an email acknowledging the receipt of your rug, followed by another indicating the status of your refund. Please give us up to 48 hours after the rug's arrival to inspect and finalize your return before inquiring about the refund status.

• The refunded amount will be credited to your initial payment method. Depending on your bank's processing time, the refund may take 3-5 working days to reflect in your account. Understandably, the exact duration is beyond our control and varies by bank. Rest assured, once you get our refund confirmation email, the refund has been initiated on our end. If you made your payment through Klarna/Clearpay, please verify your account with them to check the refund status.

SELECTING THE RIGHT SIZE

Ensuring the appropriate rug size for your space is crucial. We urge you to take the time to measure your intended area before finalizing your order, and for added assurance, we offer a reminder at checkout. If you realize you've chosen the wrong size, contact us immediately; we'll do our best to halt the order before dispatch. If the order has already been shipped, simply refer to our return guidelines.

Taking a couple of minutes now to measure can save you both time and the potential cost of returning an unsuitable item. Given the notable size difference among the three primary rug sizes, one will likely be more fitting for your needs. When considering particularly small rugs, like the 080 x 150cm, be mindful that they might appear smaller than anticipated. If you find you need to exchange for size reasons, a useful method is to lay newspaper on the floor, adjusting it to your desired dimensions, then measuring that space. This will give you a better visual and help you choose the closest size available.

The three most popular sizes are 120 x 170cm, 160 x 230 cm, and 200 x 290 cm. Given the significant variance between these, one will probably be the most apt fit for your space. While we strive for precision in our measurements, please understand that slight variations can occur. These discrepancies, which can be up to 4%, stem from manufacturing nuances and the process of rolling up the rugs—a norm in the industry. Hand-made rugs, in particular, may have unique dimensions as each piece is crafted individually.

RUG FOLDS AND CREASES

When you first unfurl your rug, you might observe lines or fold marks across its breadth. This is a result of the rug's packaging and storage methods, where the weight of a tightly rolled rug can lead to these temporary indentations. Certain rugs might have a single mark near an edge, while others, especially our more cost-effective polypropylene rugs, might display multiple lines. Fear not, as these markings are temporary and will diminish over time with regular usage and vacuuming. In cooler storage environments, the rug's backing might stiffen, leading to these temporary markings. However, after a few days in a warmer setting, the rug's backing becomes more pliable, causing the marks to vanish.

FLATTENING YOUR NEW RUG

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.

WHERE SHOULD I SEND MY RETURNS?

Return Address: All return items should be directed to: Rug Love Returns, CW Flooring (Carpet Wizard), 436 Ormskirk Road, Wigan, WN5 9DF. Rug Love is not liable for any items returned to the incorrect address.

While booking the return courier online, if prompted for a contact number and email address, please provide your personal phone number and email address for both the sender and receiver details.

Eliminating New Rug Odor

When you find the ideal rug and unfurl it, a strong aroma might hit you. This isn't typical for all rugs but isn't rare either. This scent, commonly linked to the rug's material, is termed "off-gassing" and isn't due to production flaws. Most often, it diminishes within five days.

Note: Always adhere to your rug manufacturer’s cleaning guidelines.

Understanding New Rug Smell

1. Why do rugs emit an odor?
   • The scent arises from the volatile organic compounds (VOCs) used during rug manufacture. Although the term sounds alarming, VOCs are common in household items, from paints to floorings. Rugs generally have fewer VOCs than other furnishings. These compounds result in the characteristic smell, especially in synthetic rugs. However, even natural rugs like seagrass can emit a strong initial scent. While not harmful, some might find the odor irritating or allergenic.
2. What contributes to the smell?
   • Manufacturing techniques.
   • Material type.
   • Packaging methods.
   • Protective treatments, like flame-retardants.
3. How can I neutralize my rug's smell?
   • Most rugs will lose their scent over time, especially if kept in a ventilated area for about 72 hours. Speed up the process by:
     • Increasing room temperature.
     • Airing out the room.
     • Vacuuming the rug frequently during the initial days.

Addressing Specific Rug Types

• Synthetic Rugs:
  • Odor Source: VOCs are more pronounced in synthetic materials like polypropylene. Synthetic latex backing is especially VOC-rich.
  • Mitigation: Use HEPA filter-equipped vacuums, air out the rug outdoors, or use cross-ventilation indoors.
• Natural Rugs:
  • Odor Source: Woolen rugs can have a musty scent due to their animal origin. Other natural rugs might have a straw-like aroma.
  • Mitigation: Use carpet deodorizers, consider machine washing or dry-cleaning (for sheepskin), or use rug pads to tackle humidity-induced mustiness.

Duration of Off-Gassing

While off-gassing might persist for up to five days, it usually subsides within two days post-installation. Proper ventilation can expedite the process. Some remedies include airing the rug outside, letting it hang in sunlight, or using natural deodorizers like baking soda.

Remember, the odor's nature often reflects the rug's material, so always approach odor removal with a method appropriate to your rug type.