Terms & Conditions

These terms and conditions (the "Terms and Conditions") govern the use of sayrug.co.uk (the "Website").

By using this Website, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times. It is your responsibility to raise any questions with us before you place your order.

Accounts and Personal Data

When you create an account on our Website, you agree to the following:

1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and
2. All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes.

We reserve the right to suspend or terminate your account if you are using our Website illegally or if you violate these Terms and Conditions.

Sale of Goods

These Terms and Conditions govern the sale of goods available on our Website.

The following goods are available on our Website:

• Rugs;
• Carpets;
• Stair runners.

We are under a legal duty to supply goods that match the description of the good(s) you order on our Website. 

Handmade rugs, carpets and stair runners can contain variations in colour due to natural dying processes. Each piece is unique in construction and may exhibit variations and inconsistencies in design and weave tension, which do not affect the quality of the rug. These features reflect the uniqueness and individuality of handmade items and are not considered to be an indication of manufacturing faults.

We reserve the right to modify, reject or cancel your order whenever it becomes necessary.

If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

Payments

We accept the following payment methods on our Site:

• Credit Card;
• PayPal;
• Debit.

Processing of your payment is not deemed to be acceptance of your order.

We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any capacity.

Shipping and Delivery

Delivery will occur as promptly as is reasonably achievable, dependent on the chosen method of dispatch. Please be aware that delivery times can fluctuate due to unforeseen factors. Note that these times do not encompass weekends and public holidays.

In addition to the cost of the goods you are buying, you will need to cover the delivery charges.

Your purchase may incur import duties and taxes imposed by the country of destination. It is your responsibility to pay these charges. We advise contacting your local customs office for further details prior to making a purchase. We do not bear responsibility for the payment of any such duties or taxes and are not accountable for any failure on your part to settle these fees.

Moreover, you are obliged to furnish us with a precise and complete delivery address, including the recipient's name. We cannot be held responsible for the delivery of your goods to an incorrect address or recipient, resulting from your provision of inaccurate or incomplete information.

Goods Damaged in Transit

Our rugs are dispatched in protective packaging and delivered by professional national carriers. Upon the delivery of your rug, it is your responsibility to examine the packaging before signing receipt of your order. In the unlikely event that the packaging has been damaged you should NOT sign for the order. You should request the courier to return the goods to us and we will then arrange for a replacement. You should also inform any person accepting the delivery on your behalf of this requirement. Damage to a rug following your acceptance of the order is not covered.

Returns

Should you find yourself unsatisfied with your purchase(s), it is imperative that you notify us within a fortnight of receipt. Following this notification, you have another 14 days to return the goods. Items must be returned in their original packaging, unutilised, undamaged, and in the pristine condition they were dispatched. Non-compliance with these conditions could impact the amount refunded. Ensure the packaging is securely resealed with ample tape, guaranteeing it remains watertight and well-protected for the return journey. Inadequate packaging may result in the refusal of the return. Please be aware that orders featuring bespoke designs or special requests are non-refundable. Consider this carefully before placing such orders. Additionally, it is essential to return the order to the same warehouse from which it was dispatched.

The orders with custom designs and special orders are non-refundable. Please note that before making such an order.

Please visit the Help Center for more details

Changes

These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Website. We will notify users by email of changes to these Terms and Conditions or post a notice on our Website.

Contact Details

Please contact us if you have any questions or concerns by this email: sales@sayrug.co.uk