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Customer Service

Shipping & Delivery

Typically UK mainland deliveries are made within 7-14 working days, subject to items ordered being in stock with ourselves or our suppliers at the time of purchase. If your order cannot be delivered within this period for any reason we will contact you by email to advise you and give you the option to cancel your order without any penalty. We will not be obliged to offer any additional compensation if the goods are not available for delivery within this timeframe.

We will keep you informed of progress for your order by email.

All our rugs are delivered via a professional courier service. Once your rug has been dispatched, an e-mail will be sent to you providing a unique reference number for tracking purposes.

Our standard free UK mainland deliveries usually take place Monday to Friday between 9am and 5pm. Please note this is an estimate and is non contractual. We are unable to specify a delivery timeslot on standard deliveries.

Please email us at sales@rugfactors.co.uk if you have specific delivery requirements or any questions regarding delivery.

Please ensure someone is available to receive your order at the address you have nominated as the delivery address (e.g. home address, work address, friend’s address, etc). Once goods have been dispatched, we are unable to change the delivery address.

A signature is required by our couriers as proof of delivery.

NB. Packaging must be inspected at the point of delivery. If the packaging is damaged in any way, please do not accept delivery of the goods or sign for the goods. Advise the courier that, as the packaging is damaged, goods should be returned to Rug Factors. On receipt of returned goods from our courier, a replacement order will be dispatched.

As we are reliant on our couriers fulfilling the delivery, we cannot be held responsible for any error on their part. On the rare occasion that a delivery date is missed by our courier, please contact us and we will do our best to resolve the issue.

Three delivery attempts will be made and thereafter the goods will be returned to Rug Factors. A charge of £10 per item (UK Mainland) & £30 per item (Scottish Highlands & Islands, Northern Ireland, Republic of Ireland, Channel Islands, Isle of Man, Isles of Scilly & Isle of Wight) will be levied for any goods returned to Rug Factors as a result of failed delivery after three attempts. On receipt of returned goods, we will contact you by email to advise you of the position and agree re-delivery details if appropriate.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
Privacy & Security

a) Events Beyond Our Control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.

b) Invalidity
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

c) Privacy
You acknowledge and agree to be bound by the terms of our privacy policy.

d) Third Party Rights
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

e) Governing Law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

f). Entire Agreement
These terms and conditions together with our terms of use and privacy policy, your order and our acceptance set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Except for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading. 

Returns & Replacements

We offer a 7 working day satisfaction guarantee on all standard stock items.

If you are not entirely satisfied with your purchase, you may return the item to us for a full refund, providing you let us know within 7 working days of delivery and ensure we receive the item back from you, in the same condition it was sent, within 14 working days of the date of delivery to you.

Please email us at sales@rugfactors.co.uk within 7 working days of the date of delivery to advise us of the item you wish to return.

Please note that you are responsible for meeting the cost of the return carriage.

You can either:

  • Arrange to return the item(s) to us via a carrier of your choice or
  • Ask us to collect the item(s) from you using our courier service. If you wish to consider this option, please contact us by email on sales@rugfactors.co.uk and we will obtain a quote for the cost of carriage from our couriers for your consideration. Please note the full cost of collection will be deducted from the amount refunded to you.

N.B. We strongly recommend that customers insure any item they are returning to us to cover any eventuality.

If you wish to order an alternative item, please do so in the usual manner via our website.

Return Instructions
When returning goods, you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING, preferably the ORIGINAL DELIVERY PACKAGING using the spare cable tie provided (do not use thin plastic wrapping such as bin liners). No refund will be issued if goods are badly wrapped and are soiled or damaged when in transit.

The return address is:

Rug Factors 
The White Building 
Arkwright Road
off York Road
Doncaster
DN5 9HT

Provided the rug is received by us within 14 working days from the date of delivery and it is returned in the same condition as it was sent, we will issue you with a refund of the purchase price of the rug, minus collection costs if using our courier service.

No refund will be issued for goods received back after 14 working days from the day it was delivered. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month. If a rug is returned to us used, damaged or dirty, no refund will be issued. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month.

Ordering

2. MAKING A PURCHASE/CONCLUDING A CONTRACT WITH RUG FACTORS USING THIS WEBSITE

i) Please make sure you have read and understand our terms and conditions.
As a customer it is your responsibility to read the legal terms on our website carefully and to raise any problems with us before you place your order. This includes our terms and conditions, our terms of use and our privacy policy.

ii) Browsing for information about our goods.
This website contains information that you will need to know before you place your order. This includes descriptions of goods, current prices (including VAT), delivery information and returns policies, etc.

The information about the goods on our website constitutes a guide only and is in no way a contractual offer from us which you may accept. Thereby we reserve the right to correct any errors in that information without liability to you. Under no circumstances will we be contractually bound to supply you with goods on the basis of any incorrect information, even if that information is repeated in your order.

iii) Selecting the goods that you wish to purchase.
You may select any items you wish to purchase by clicking on the "add to basket" button. Upon clicking the View Cart button you will be taken to your shopping basket/cart. The shopping cart screen lists your current selection of items with description, price and current subtotal. You can edit the contents of your basket/cart (i.e. remove items, change quantities, etc.). Upon clicking Checkout you will be taken through our secure online purchasing facility (see Making a Purchase).

iv) Making a Purchase
To purchase the items in your basket/cart and proceed with your order using our secure online purchasing facility, click on the "Checkout" button. You will then be asked to enter your email address and password if you are an existing user of the site, or to register if you are a new user. You will then be transferred to our secure server provider, Sage Pay. All of our online transactions are processed via Sage Pay. Sage Pay is the union of Protx, the fastest growing payment service provider (PSP) and Sage, one of the UK’s most trusted business brands. If you would like further information about Sage Pay and their security standards, please visit their website at: Sagepay.com

Orders can also be placed over the telephone on 01302 782822 or via personal visits to our store.

You will be asked to provide certain information we need to enable us to process your order such as your preferred delivery address and payment details. It is your responsibility to provide us with sufficient information to process you order.

v) Receiving acceptance of your order.
You may not assume we have accepted your order until you receive an acceptance from us by email. Only if and when you receive our acceptance will we have a binding contract between us.

You may receive acknowledgement from our payment processor advising you whether or not your credit or debit card payment has been authorised. This acknowledgement relates to your payment only and is not our acceptance of your order.

We will be entitled to refuse to accept your order if in our sole discretion we consider it necessary. In particular, we must receive payment of the whole of the price for the goods that you order before your order can be accepted. If we refuse your order we will let you know as soon as we can. If we accept your order we will inform you without undue delay. Once we have entered into a contract with you, we will supply you with the items specified in your order in accordance with the terms of the contract.

Other Information About the Contract:
We can only conclude the contract with you in English and not in any other language. The contract between us will consist of (a) these terms and conditions together with our terms of use and privacy policy, (b) your order and (c) our acceptance. We will not file the concluded contract between us online and you should therefore print out and retain copies of each element of the contract.

3. PRICES

Prices payable for goods, as set out in our website, are in Pounds Sterling and are inclusive of any applicable VAT.

4. PRODUCT REPRESENTATION

We make every effort to accurately reflect the appearance of each rug we sell. However circumstances outside of our control such as computer monitor settings can sometimes affect how colours are displayed on your screen.

As the interpretation of colours, etc can vary from person to person, please be aware that any descriptions of rugs on our website are for guidance only. Please also be aware that due to the nature of the manufacturing process of our handmade rugs, there can be some slight colour, pattern and size variation.

If you are not satisfied with the appearance of a rug you receive for any reason, you may return it for a full refund under our normal returns policy. We are unable to accept responsibility or cover the return carriage costs should there be a variation within our images or descriptions. You are welcome to call, e-mail or visit us before you make a purchase to get further information on a particular rug if you wish.

5. OUT OF STOCK ITEMS

If any rugs are out of stock at the time of ordering, we will notify you by e-mail with an estimated delivery date for your chosen rug as well as giving you the option to choose an alternative rug or get a full refund. You may call us on 01302 782822 if you would like to check if a particular rug is in stock before ordering.

6. YOUR RIGHT TO CANCEL

Orders Cancelled Before Goods Are Dispatched:
Under the distance selling regulations you may cancel any order up to the point of dispatch within 7 working days of placing your order. If you choose to cancel an order after 7 working days an administration charge of £10 will be deducted from your refund (unless you have been informed that the rug you have ordered is out of stock).

Orders Cancelled After Goods Are Dispatched:
Orders cannot be cancelled after goods have been dispatched. Customers may return the goods at their own expense for a full refund under our normal returns policy. If you choose not to accept the delivery (with the exception of situations where the packaging is damaged) and our couriers return the goods to ourselves we will refund your order minus a £30 charge (per rug) to cover our carriage costs.

7. OUR RIGHT TO CANCEL THE CONTRACT

We may cancel the contract between us if:

  • The goods you have ordered are unavailable for any reason.
  • We do not deliver to your area.
  • One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and provide you with a full refund. We will not be obliged to offer any additional compensation for disappointment suffered.

Payment, Pricing & Promotions

Making a Purchase
To purchase the items in your basket/cart and proceed with your order using our secure online purchasing facility, click on the "Checkout" button. You will then be asked to enter your email address and password if you are an existing user of the site, or to register if you are a new user. You will then be transferred to our secure server provider, Barclay Card Payment Gateway. 

Orders can also be placed over the telephone on 01302 782822 or via personal visits to our store.

You will be asked to provide certain information we need to enable us to process your order such as your preferred delivery address and payment details. It is your responsibility to provide us with sufficient information to process you order.

Viewing Orders
When you have created an account you will be able to input your customer reference number / order number to view your order.