Delivery

Please see the separate Delivery Information page.

Returns & Canellations

Please see the Returns and Cancellations page

Storage

If you would like to take advantage of any special offers but are not quite ready for delivery, you will be pleased to know that we are able to store your products for as long as you need us to in our warehouse facilities.

Simply, make us aware of this at the time of purchase and we will ensure that the products are stored and then delivered when it is convenient to you. There is no additional charge for this service.

General Terms

Please note, most rugs when new will shed fibres and/or have creases, this is a common feature due to the nature of the product and the manufacturing and packaging of the rug. We please request that this is taken into account before requesting to return goods. If the product is found not to be faulty, shipping and re-stocking charges may apply.

Colours and Finishes

Photographs displayed on our website and display models and samples in our stores are representative of the finished product. Whilst every effort will be made to match all colours and finishes, goods are supplied on the understanding that there may be slight dye, shade and grain variations, particularly with natural products such as wool.

Leather products are made from quality hides and may not be uniform in colour or texture and will show natural marks and scars for this range. These colours will be affected by your monitor and by your printer and therefore may not be 100% accurate to the finished product. 

As computer monitors are all configured differently, colour variation does not count as a fault in the rug. If you wish to return a rug due to colour variation, the cost of postage will be payable.

Some rugs, specifically cream, or other light coloured rugs are prone to attract dust and dirt, we reccommend that you clean your rug regularly to retain its colour. Rugs made from natural fibres such as hides or wool are more likely to attract dirt and dust.
 
Size and description of product

All sizes quoted are approximate. Sizes and product descriptions are subject to change due to the nature of the manufacture process. Products are manufactured to perform within the appropriate industry measurement tolerances.

Please also note that some rugs are hand made or hand tufted, in these instances, rugs may not be completely straight edged. This is the nature and character of the product and is not classed as a fault. 
 
Variation in product specification

Due to the shortage of certain new raw materials, changes in legislation or safety requirements some products supplied by the Company may have minor technical alterations and could differ slightly in actual construction from the goods shown in sample or pattern form.  

The Company state any changes that are made will result in a performance of an equally high or improved standard. The quality coding will remain the same and the quality guarantee will continue to apply. 

Shedding of fibres

Some rugs are naturally prone to shedding fibres due to the material that is used in manufacture, this is not a fault but is a natural occurrence in many rugs. In particular, rugs which are manufactured with wool are more likely to shed fibres. Shedding does often reduce with use, when a rug is brand new, it may shed fibres significantly, however as the rug is used this should subside. Try to avoid excessive vaccuming as this could cause the shedding to increase.

Change of shape

In some cases rugs may in time change shape, especially if furniture is placed on top of the rug. Hand made / hand finished rugs and wool rugs are more prone to this effect. Some rugs may also not have perfect edges and sides, this is not a fault but a feature of the manufacturing process.  

Wear & Tear

Wear and Tear is not covered by the manufacturers guarantee, in some cases certain types of rugs are prone to wear and tear, natural fibre rugs such as wool or skins are more likley to wear and can show up dirt sooner than expected. If a rug begins to wear sooner than you expect, it is advisble to limit the use of the rug and move it to a position where it will attract less dirt and less traffic. 

Guarantee

All goods supplied are guaranteed by the manufacturer for a minimum period of 12 months from date of delivery in respect of faulty workmanship or materials. Normal wear and tear, Improper use or unreasonable use is not covered by the manufacturers. Your statutory rights are unaffected. 
  
General care

The product(s) supplied are to be used for the purpose and in the manner for which they were designed. Most manufacturers include care and maintenance advice with their products, which should be read and followed. No responsibility will be accepted for damage caused by cleaning if the care and maintenance instructions have not been followed. 
 
Returns, Exchanges and Cancellations 

Please check all items when they are delivered, any damages or faults should be notified to us in writing by email info@rugbugs.co.uk within 24 hours of delivery.

Amending or cancelling your order WITHIN 7 working days.

We want you to be completely satisfied with your purchase, at Rug Bugs we support the Distance Selling Regulations and give all our customers 7 working days to make sure they have purchased the right item. We will offer a refund, exchange or replacement if you change your mind for any reason within 7 days of placing your order with us if the item has already been dispatched simply return the item to us in its original packaging and condition. Please follow the returns instructions below.  

Returns Instructions

• Login to your account and request a RMA number.
• We will process your return request and email you your RMA Number. 
• Please print out the returns label.
• Write your order number and RMA Number on the label
• Attach the label to the item you want to return.
• Please ensure that the item is saleable and in its original packaging.
• Please send your item(s) to us using a recorded delivery service with proof of shipping for your own peace of mind.
• Items are the responsibility of the buyer until received at our depot.

Please follow these instructions carefully, if you have any queries please get in touch with us. Any items returned to us without a returns label will not be accepted and returned to the sender. If these instructions are not followed there may be a delay in processing your return.

Made to Order Products 

Made to order products, such as custom sized or custom designed rugs which have been produced specifically for you, have no refunds or exchanges after manufacturing has started. 
 

Cancelling your order AFTER 7 days  

Unfortunately we are unable to accept returns after 7 days of the date of delivery.

  
Exceptions to this policy

The Cancellation and Refund policy described above will stand unless: 

• Product is found to be faulty (wear and tear is not classed as a fault, variation in colour is not a fault, colours are seen differently depending on monitors, lighting and many other variables.
• If an item is sent back to us as faulty and is found to have no fault the item may be sent back and the cost of shipping will be payable. 

All Refunds will be made within 10 working days of receiving the goods back at our warehouse. 
 
Cancellations by Rug Bugs

We reserve the right not to accept an order if: 

• We do not have the stock to fulfill the order
• If we are unable to deliver the product to your area
• If an item was incorrectly priced or described on the web site
• If your payment was not authorised
• If you have not complied with our terms and conditions of sale

If an order is cancelled by us, any payments made to us will be refunded in full within 21 days. We cannot accept any liability for any loss or damage which may result from the cancellation.

THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.

If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.

This site is owned and operated by Rug Bug Ltd, Company Number 07460053. "Rug Bugs.co.uk" is a trading name of Rug Bugs Ltd and is referred to as Rug Bugs, 'we', 'us', 'our'.  Rug Bugs Ltd Registered Office is at 4 Branston Court, Branston Street, Birmingham, B18 6BA United Kigdom. VAT Registration No. 120 6142 67
 
By using or accessing this website and/or placing any order(s), you agree to be legally bound by these terms and conditions. All other terms and conditions, including those that may be proposed any order submitted by  you, are expressly excluded and shall have no effect. 
 
Receipt by Rug Bugs of an order via our website does not constitute legal acceptance of an order. Your order will be deemed to have been accepted by us only once you have received written confirmation of our acceptance. We reserve the right to refuse your order for any reason we see fit.