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Please read before using our site or placing an order

The Buying Contract

Placing an order

Make sure you have read and understand our terms as set out in this contract.

Browse our website and read all necessary information. Please make sure to read the product information carefully.

You will receive an order confirmation email to confirm that your order has been received. Please note that your order has not been accepted until payment has been taken.

Where an item is out of stock on our website, the option to place a pre-order will be given. This is not treated any differently to any other order. An estimated time-frame of 6-8 weeks is advised for all out of stock items. Please contact us to get a more accurate date before delivering. Where the lead-time is longer than 8 weeks, our customer services team will contact you.

Description and Price of Goods

The description and price of the products you order will be as shown on our website at the time you place your order. All prices are inclusive of VAT. For orders outside of the EU, duty is not paid and is the responsibility of the customer. Rugs.ie accepts no responsibility for any customs fees due on orders shipped outside of the UK and European Union.

Whilst every effort is made to ensure the accuracy of product images, we cannot accept any responsibility for colour variations. Differences in computer monitor settings can result in colours showing distorted. In this instance, the rug would not be considered faulty but can still be returned for a full refund (less any courier charges).

Please note that natural pilling and shedding may occur but will cease over time. This is not a fault with the rug and can be managed. Please refer to our rug care guide for how best to care for your rug depending on its composition. https://rugs.ie/professional-rug-cleaning

A deviation of +/- 5% may occur on all standard sizes and custom-made rugs.

Payment

Payment must be made in full by either card or PayPal online, or cash in-store. Please note your rug cannot be collected/dispatched until full payment is received.

Cancelling your order

Orders cannot be cancelled. However, we may be able to prevent the dispatch of your rug if notified as soon as possible after the order has been placed, however, this cannot be guaranteed.

On the rare occasion we must cancel your order we will inform you by email or phone and will refund the full amount paid, including any associated delivery costs. We endeavour to fulfil all orders, however, may need to cancel an order in the event of the product(s) being out of stock or listed incorrectly due to a computer or human error.

Delivery

Delivery typically takes 4 – 7 working days but could take up to 28 days. Where a longer delivery time is expected, for example, if the item is out of stock, you will be notified on the product page when ordering and will also be informed on your order confirmation. Tracking information will be sent by email when your order is dispatched. Please note, if you ordered multiple items, each rug may arrive separately. For further detail on delivery times please see our Delivery & Returns page: https://rugs.ie/delivery-and-returns

Accepting Delivery

Our courier requires a signature in order to deliver your order. If you are out at the time of delivery, the driver will contact you to rearrange delivery. If you would like to make any amendments to your delivery, please contact the courier company directly. If you choose to have your order left in a safe designated area, for example a shed or garage, we cannot hold any responsibility for items lost or damaged. We hold no responsibility for delivery addresses or contact information that are incorrectly inputted at the time of ordering. Please note that deliveries must be accepted in order to arrange a return.

Returns

We stand behind every item we sell and we want you to experience total satisfaction with your purchase. If, for any reason, you are not completely satisfied with your rug, you may return it within 30 days and we will issue a full refund. In order to return the rug, please use the packaging you received it in and ensure it is re-sealed. You can contact us on +353 (0)21-4898000 or help@rugs.ie to arrange collection. Alternatively, you can organise the return of the rug yourself to Rugs.ie, Unit 106, St Patrick’s Woollen Mills, Douglas, Cork, Ireland, T12 XN73. If the rug collection is arranged by Rugs.ie, the cost of return is to be covered by the customer. Delivery of your rug must be accepted in order to arrange a return. Failure to accept the delivery of your rug will result in a €50 charge. In order for us to apply a refund to your account, the rug must be returned to us as new. Please make sure the rug is rewrapped in the original packaging and completely sealed. If the original packaging is damaged or there are tears, please contact us for replacement packaging. We will not be able to issue a refund if the rug is damaged in transit due to it being unwrapped or partly wrapped. Please note that as we arrange the collection on your behalf, we cannot accept any responsibility for collections missed.

We cannot offer returns of any kind on any custom made or made to measure rugs. Non-refundable items include anything made in a custom size, colour or design. If you are unsure of your rug, please contact us before placing a custom order and we will assist you as much as we can in making sure you are choosing the right piece for your space.

Faulty Goods

If you believe your rug to be faulty, please check our list of “Normal things to expect” in the first instance as some small issues may be easily resolved. If the issue does not resolve, please contact us as soon as possible. Please note that we may ask for photo evidence of any faults before taking action. In the event your rug is deemed by us as faulty, we will either issue a refund or replacement. Where we arrange a collection of the faulty rug, courier fees will be covered by us. You are also welcome to return the rug in store. Please note that we will not cover any courier fees for any privately arranged couriers.

Incorrect Goods

Where the wrong rug has been delivered, we will arrange the delivery of the correct rug at the earliest convenience. Please note that you must accept the delivery of the incorrect rug to allow us to identify and resolve the issue as soon as possible. We may ask for photographic evidence of the rug before proceeding.

Last updated 28th January 2020.