Scandi-Boho RL02 White/Black Rug (2023)

In stock orders are dispatched within 1-3 working days (Mon-Fri) excluding public holidays.Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not. Someone needs to be in when your parcel is due to be delivered as we require a signature. Please bear this in mind before placing an order If nobody is usually home during the daytime. If this isn't possible, our delivery partner will try to deliver again the next working day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place or when they will try to re-deliver, or give you details on how to collect it. We have no control over which of these options the driver selects or where they choose to leave an item. Rug Love is not responsible for any delays once the piece has left our premises. We only have access to the same tracking data we send our customers If your item is showing as delivered but you have not received it - Please first check if it has been left in a safe place or with a neighbour, especially if you live in an apartment/flat, then please contact us. We find that the majority of our delivery issues are to Apartment/Flats, if there are any particular details they should be aware of regarding access to the property please let us know. Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not.

We do not alter the delivery address it gets sent automatically to the courier exactly as entered, If you have provided the incorrect address please contact us..

All orders are sent via courier we do not offer a collect in person option.

Once dispatched we send all orders on a 24H or 48H service, Varies by Rug Size/Weight Whilst we dispatch all orders on the above service, we are politely asking customers to please allow up to 5 Working days for delivery before reporting your item missing. Many of our couriers are currently dealing with backlogs and driver shortages that may cause some items to take a day or two longer than usual, most of our orders do arrive on time, allowing for any delays in transit beyond our control. Thank you for understanding. Our couriers deliver Monday-Friday 8am-8pm (excluding public holidays) We are unable to provide a time slot. Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not. Someone needs to be in when your parcel is due to be delivered as we require a signature. Please bear this in mind before placing an order If nobody is usually home during the daytime. If this isn't possible, our delivery partner will try to deliver again the next working day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place or when they will try to re-deliver, or give you details on how to collect it. We have no control over which of these options the driver selects or where they choose to leave an item. Rug Love is not responsible for any delays once the piece has left our premises. We only have access to the same tracking data we send our customers If your item is showing as delivered but you have not received it - Please first check if it has been left in a safe place or with a neighbour, especially if you live in an apartment/flat, then please contact us. We find that the majority of our delivery issues are to Apartment/Flats, if there are any particular details they should be aware of regarding access to the property please let us know.

We find that the majority of our delivery issues are to Apartment/Flats, if there are any particular details they should be aware of regarding access to the property please let us know.

Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not.

We do not alter the delivery address it gets sent automatically to the courier exactly as entered, If you have provided the incorrect address please contact us.

Someone needs to be in when your parcel is due to be delivered as we require a signature. Please bear this in mind before placing an order If nobody is usually home during the daytime. If this isn't possible, our delivery partner will try to deliver again the next working day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place or when they will try to re-deliver, or give you details on how to collect it. We have no control over which of these options the driver selects or where they choose to leave an item. Rug Love is not responsible for any delays once the piece has left our premises. We only have access to the same tracking data we send our customers If your item is showing as delivered but you have not received it - Please first check if it has been left in a safe place or with a neighbour, especially if you live in an apartment/flat, then please contact us.

We find that the majority of our delivery issues are to Apartment/Flats, if there are any particular details they should be aware of regarding access to the property please let us know.

Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not. We do not alter the delivery address it gets sent automatically to the courier exactly as entered, If you have provided the incorrect address please contact us.

What happens if my package was delivered to the wrong location?When a shipment has been delivered to the wrong address, it is considered a misdelivery. When a misdelivery is discovered, the following procedure is used to retrieve the shipment:The courier will request an on-call pickup from the driver servicing the area.The driver will pick up the shipment.The driver will reattempt the delivery the same day if possible. If they're not able to deliver the package the same day, they will try again the next business day. Please note any refunds or replacements for missing items will only be issued once the courier has completed their investigation which can take several days.

if you have selected a rug that is a pre order - Please check your rug on our website for the latest approx. due date - We update these dates daily from our manufacturer's (As these are "approx." due dates please allow a few days from the date shown - The approx. due date is the date we expect stock to arrive with our supplier, Not the delivery date to you. Please note these due dates are the same for all UK rug stores, no retailer will have any pre ordered rug any sooner than us.

Rug Love is the 1st Rug store to provide customers with live pre order dates.

These dates are subject to change beyond our control, should you prefer not to wait for a pre order or there is a delay you can cancel the order anytime by pressing the cancel button on your order confirmation page - You will automatically receive a full refund and email confirmation instantly.

Parcel Force - 0344 800 4466

UPS - 03457 877 877

Tufnell’s - (0) 800 138 8343

DX - 0333 241 1100

DHL - 02476 937 770

XDP - 0843 178 5555

• Enter your order number and email address into the return portal and click Start

• Follow the instructions and select the items you want to return

• Select the exchange option if you have ordered the incorrect size or wish to change for a different rug

• You will get a confirmation email with the return shipping guidelines

• If selecting the exchange option, Please specify the rug and size you would like to exchange for in the comments box. if you require new packaging please state in the comments box.Please allow 3-5 days for arrival via post

Please upload images for faulty, damaged or Incorrect Items received.

• If you require us to send you some new packaging please state in the comment box.Please allow 3-5 days for arrival via post.

• We do not accept returns in person, All must arrive via courier.

If you have a change of heart, You can return all items to us within 14 calendar days of receipt for a no quibble full refund. If you are seeking a very specific shade or trying to colour match to existing decor we advise visiting a rug store in person rather than buying online.

• They must be in as new unused condition in original packaging or similar strong polythene

• Arrive to us in a resalable condition, Fully covered by packaging

• Must be free of any Home odour / Food / Pet odour & hair.

• If you need extra packaging please state in the comments box, Please allow 3-5 days for arrival via post

• We will not refund any rug sent in bin bags we will reject delivery and mark as return to sender.

• If items are returned outside of these terms there will be a restocking charge which will be deducted from the refund amount. This amount will be dependent on condition and resell value. In some cases we will reject and return the item to the customer if it has clearly been used or arrives in unsellable condition.

• Please do not fold/crease rugs - rugs should be rolled up as received.

• Please do not apply any tape over the label on the back of the rug.

• Please package your Rug in a manner you would be happy to receive as a customer

• If you require us to send you some new packaging please state in the comment box.

• We do not accept any returns for unwanted items after the relevant returns period above. Any returns after this period will be rejected and marked return to sender.

HANDMADE RUGS

Our Handmade & 100% Jute rugs are made by hand as such they will have imperfections known as ‘Abrash’ which means natural and variable change in colour, yarn, stitching & texture that occurs in hand made rugs along with some natural fibre loss & loose threads. It gives the rugs life and character and ensures you have a unique rug. If imperfections are a concern we advise against purchasing a hand made or 100% natural/Jute rug, instead a machine made rug from man-made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is handmade or 100% Jute that will have imperfections and ask that you please bear this in mind before ordering. We would not replace a rug on this basis as ultimately the replacement will also have imperfections/loose threads in different areas. We do not recommend a jute rug if it will be used by pets as their claws will cause plucking and loose threads, a polypropylene rug would be more suitable.

WOOL RUGS/SHEDDING

A common characteristic of all Wool, genuine sheepskin & some long pile Shaggy rugs is shedding, this is when the fibers come away from the rug. This is a natural and common feature of wool rugs, not a manufacturing fault. Shedding: All wool rugs will shed. Shedding will subside over time, depending on traffic and wear. It typically takes 20-25 vacuums, at a minimum, to curtail shedding. Some will shed for the lifetime of the rug. We are unable to accept a wool or genuine sheepskin rug that sheds as a faulty return. If shedding is a concern we would advise against purchasing a wool rug, instead a machine made rug of man made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is made from Wool that will shed fibers and ask that you please before this in mind before ordering. We would not replace a wool rug on this basis as ultimately the replacement will also shed and is to be expected.

Pile Flattening/Matting/Shading/WarrantyWear

Being a commodity all rugs with a pile will be subject to pile flattening & matting. This is not considered a manufacturing fault as such none of our manufacturers cover this under any warranty. A plush high pile rug 4 cm + will flatten most for example our Montana range. short pile/ flat-weave rugs 0.8 cm and under will be the least affected. If pile flattening is a concern, We would recommend a short low pile rug under 0.8 cm pile height made from polypropylene as the best option. As pile flattening & matting are not considered a manufacturing fault, We would not replace a rug on this basis as ultimately the replacement will also flatten & matt. There is no definitive answer regarding how long a rug will last, as there are too many variables, rugs will display signs of wear depending on several factors, including rug placement, sunlight, traffic volume, pets, children, furniture, etc. We are unable to ascertain or validate how a rug has actually been used therefore, the law states we must repair or replace a defective item if the customer returns it within 6 months - unless we can prove it was not faulty when they bought it. We ask that you inspect your rug on arrival. We work on the assumption that it is not faulty on arrival unless you inform us otherwise upon receipt. Any faulty claim after 30 days of receipt by law you are not entitled to a refund and if accepted will be dealt with it on a strictly replacement-only basis. The retailer can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months

Shading

A rug may seem to go lighter or darker in colour than the surrounding areas. It is simply an optical effect caused by changes in the direction of the pile lay and made visible by the different way light is reflected off the carpet surface. When you look at the rug from one angle, these areas will appear to be lighter than the rest of the rug, viewed from the other side, these areas appear darker. This condition is called shading, sometimes referred to as Pile Reversal, Pooling or watermarking. Rug pile has a natural slope in one direction. As long as the tufts slant in the same direction the rug will have a uniform colour throughout. However, over a period of time some of the tufts may slant against the normal pile lay which causes a variation in the way light is reflected from the surface of the carpet. These changes in the direction of the rug pile usually occur gradually in traffic areas or in front of frequently used furniture. However, in some cases shading can occur in areas of less traffic and even under furniture, it can even be present in brand new rugs. Shading occurs most frequently on dense, deep, cut pile rugs and the problem is most obvious on solid plain coloured rugs – patterned carpets hide the issue pretty well. In some cases, shading can become more evident after the rug is cleaned which can lead to the customer believing the shading occurred during the cleaning process, once we explain to the customer that the shading was probably not visible before cleaning because of the placement of furniture, lighting or uniform soiling over the rug they usually understand. Shading does not affect the wear or durability of a rug and is not a manufacturing defect or fault, it cannot be predicted or prevented. Little can be done to prevent or correct shading, it is a characteristic of certain types of rugs, however it can be helped by brushing the pile in one direction during daily or weekly maintenance.

Warranty

Rugs are a commodity as such none of our manufacturers provide a warranty. Their products are covered by the sales of goods act and are subject to ‘reasonable use’ wear & tear rules. Generally, we would expect their product to last at least 6 months, But this is not a guarantee of replacement or refund. After 30 days you are not legally entitled to a refund, only a replacement or repair, After 6 months we are not legally obliged to offer a replacement or refund unless the customer can prove the item was faulty upon arrival.

• None of this affects your statutory rights.

If you receive a faulty or damaged rug please notify us upon arrival. Please note this to the courier if possible. Please upload images clearly showing the fault or courier damage in our return centre portal so we can make a faulty claim from the manufacturer or courier. All Faulty Claims will be collected by the manufacturer to allow their technical team to inspect the rug. Please specify in the comments box your preferred day/date for the manufacturer to collect the rug for inspection.

Please note that manufacture faults must be claimed within 3 days of receiving your rug.

Faulty claims after this period will be at our discretion as we are unable to ascertain if the fault was present upon arrival & how it has been used. We ask that you inspect your Rug upon arrival even if you are not using it right away, and notify us of any faults Immediately so we can help. In accordance with distance selling laws, Any faulty claim after 30 days of receipt will be at the sole discretion of the manufacturer, By law you are not entitled to a refund and if accepted they will deal with it on a strictly replacement only basis. The Manufacturer's decision is final regarding any faulty claims.

Please be aware it can then take up to 5 working days for us to receive a decision from them. If they deem the item not faulty it will be returned to the customer. If a faulty claim is accepted they will issue a replacement directly. The Manufacturer's decision is final regarding any faulty claims.

Please note any collections arranged by the manufacturer for faulty goods are an all-day appointment they are unable to provide a time slot for collection, no courier offers a weekend collection service. Whilst all our items should reach you in perfect condition, Sometimes things go wrong - In purchasing from Rug Love as an online only retailer, You acknowledge that the only way we can resolve this issue is via courier & someone will need to be home on the day of collection from you. If this will be an issue we politely ask that you do not order from us, We advise visiting a retailer with a physical presence to allow the return of items in person rather than via courier PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.

HANDMADE RUGS

Our Handmade & 100% Jute rugs are made by hand as such they will have imperfections known as ‘Abrash’ which means natural and variable change in colour, yarn, stitching & texture that occurs in hand made rugs along with some natural fibre loss & loose threads. It gives the rugs life and character and ensures you have a unique rug. If inconsistencies are a concern we advise against purchasing a hand made or 100% natural/Jute rug, instead a machine made rug from man-made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is handmade or 100% Jute that will have imperfections & loose threads and ask that you please bear this in mind before ordering. We would not replace a rug on this basis as ultimately the replacement will also have imperfections/loose threads in different areas. We do not recommend a jute rug if it will be used by pets as their claws will cause plucking and loose threads, a polypropylene rug would be more suitable.

WOOL RUGS/SHEDDING

A common characteristic of all Wool, genuine sheepskin & some long pile Shaggy rugs is shedding, this is when the fibers come away from the rug. This is a natural and common feature of wool rugs, not a manufacturing fault. Shedding: All wool rugs will shed. Shedding will subside over time, depending on traffic and wear. It typically takes 20-25 vacuums, at a minimum, to curtail shedding. Some will shed for the lifetime of the rug. We are unable to accept a wool or genuine sheepskin rug that sheds as a faulty return. If shedding is a concern we would advise against purchasing a wool rug, instead a machine made rug of man made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is made from Wool that will shed fibers and ask that you please before this in mind before ordering. We would not replace a wool rug on this basis as ultimately the replacement will also shed and is to be expected.

PILE FLATTENING/MATTING/SHADING/WARRANTY/WEAR

Being a commodity all rugs with a pile will be subject to pile flattening & matting. This is not considered a manufacturing fault as such none of our manufacturers cover this under any warranty. A plush high pile rug 4 cm + will flatten most for example our Montana range. short pile/ flat-weave rugs 0.8 cm and under will be the least affected. If pile flattening is a concern, We would recommend a short low pile rug under 0.8 cm pile height made from polypropylene as the best option. As pile flattening & matting are not considered a manufacturing fault, We would not replace a rug on this basis as ultimately the replacement will also flatten & matt. There is no definitive answer regarding how long a rug will last, as there are too many variables, rugs will display signs of wear depending on several factors, including rug placement, sunlight, traffic volume, pets, children, furniture, etc. We are unable to ascertain or validate how a rug has actually been used therefore, the law states we must repair or replace a defective item if the customer returns it within 6 months - unless we can prove it was not faulty when they bought it. We ask that you inspect your rug on arrival. We work on the assumption that it is not faulty on arrival unless you inform us otherwise upon receipt. Any faulty claim after 30 days of receipt by law you are not entitled to a refund and if accepted will be dealt with it on a strictly replacement-only basis. The retailer can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.

Shading

A rug may seem to go lighter or darker in colour than the surrounding areas. It is simply an optical effect caused by changes in the direction of the pile lay and made visible by the different way light is reflected off the carpet surface. When you look at the rug from one angle, these areas will appear to be lighter than the rest of the rug, viewed from the other side, these areas appear darker. This condition is called shading, sometimes referred to as Pile Reversal, Pooling or watermarking. Rug pile has a natural slope in one direction. As long as the tufts slant in the same direction the rug will have a uniform colour throughout. However, over a period of time some of the tufts may slant against the normal pile lay which causes a variation in the way light is reflected from the surface of the carpet. These changes in the direction of the rug pile usually occur gradually in traffic areas or in front of frequently used furniture. However, in some cases shading can occur in areas of less traffic and even under furniture, it can even be present in brand new rugs. Shading occurs most frequently on dense, deep, cut pile rugs and the problem is most obvious on solid plain coloured rugs – patterned carpets hide the issue pretty well. In some cases, shading can become more evident after the rug is cleaned which can lead to the customer believing the shading occurred during the cleaning process, once we explain to the customer that the shading was probably not visible before cleaning because of the placement of furniture, lighting or uniform soiling over the rug they usually understand. Shading does not affect the wear or durability of a rug and is not a manufacturing defect or fault, it cannot be predicted or prevented. Little can be done to prevent or correct shading, it is a characteristic of certain types of rugs, however it can be helped by brushing the pile in one direction during daily or weekly maintenance.

Warranty

Rugs are a commodity as such none of our manufacturers provide a warranty. Their products are covered by the sales of goods act and are subject to ‘reasonable use’ wear & tear rules. Generally, we would expect their product to last at least 6 months, But this is not a guarantee of replacement or refund. After 30 days you are not legally entitled to a refund, only a replacement or repair, After 6 months we are not legally obliged to offer a replacement or refund, Unless the customer can prove the item was faulty upon arrival.

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Our colour disclaimer is to prevent us from engaging in disputes & differing opinions regarding product colours. The product colour we state and images we display are provided by the manufacturer and used by all UK rug stores, Whilst each persons opinion & interpretation will vary.

If our colour disclaimer will be an issue we politely ask that you do not order from us, We advise visting a rug store in person to avoid disappointment.

All screens vary in colour reproduction and whilst every effort has been made to display the colour as accurately as possible it is for guidance only. 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. We ask that you ensure you have read our colour disclaimer prior to placing an order, It is available on the product page of every item we sell along with our help centre, We also prompt you prior to payment, Rug Love cannot be held responsible for any failure to do so.

We provide more comprehensive product specifications than other Rug Stores - To assist you in making the right choice for your needs & avoid disappointment - For example Pile Height, Pile Weight, Backing, Material composition ect.. Rug Love is the 1st Rug store to offer an augmented reality Rug visualiser, To allow you to see all our products in your space and assist your rug selection, Despite this buying an item online cannot compare to seeing the item in person, if you are seeking something very specific or trying to colour match to existing decor we would recommend visiting a Rug store in person.

In addition, please be aware that some colours are subjective, open to interpretation & often vary for example, slightly different shades of ‘White, Ivory, Cream, Beige, Teal & Duck Egg. Very few if any rugs are actually pure white even those listed as such, They will almost always be cream, off-white or ivory. 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 would recommend visiting a rug store in person to avoid disappointment. PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.

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. The following collections are examples of cut pile Rugs that have this effect - Brooklyn, Aurora, Flores, Florence, Apollo.

Shading

A rug may seem to go lighter or darker in colour than the surrounding areas. It is simply an optical effect caused by changes in the direction of the pile lay and made visible by the different way light is reflected off the carpet surface. When you look at the rug from one angle, these areas will appear to be lighter than the rest of the rug, viewed from the other side, these areas appear darker. This condition is called shading, sometimes referred to as Pile Reversal, Pooling or watermarking. Rug pile has a natural slope in one direction. As long as the tufts slant in the same direction the rug will have a uniform colour throughout. However, over a period of time some of the tufts may slant against the normal pile lay which causes a variation in the way light is reflected from the surface of the carpet. These changes in the direction of the rug pile usually occur gradually in traffic areas or in front of frequently used furniture. However, in some cases shading can occur in areas of less traffic and even under furniture, it can even be present in brand new rugs. Shading occurs most frequently on dense, deep, cut pile rugs and the problem is most obvious on solid plain coloured rugs – patterned carpets hide the issue pretty well. In some cases, shading can become more evident after the rug is cleaned which can lead to the customer believing the shading occurred during the cleaning process, once we explain to the customer that the shading was probably not visible before cleaning because of the placement of furniture, lighting or uniform soiling over the rug they usually understand. Shading does not affect the wear or durability of a rug and is not a manufacturing defect or fault, it cannot be predicted or prevented. Little can be done to prevent or correct shading, it is a characteristic of certain types of rugs, however it can be helped by brushing the pile in one direction during daily or weekly maintenance.

Along with almost all online only rug stores unless the item is faulty the cost of the return is the customers responsibility. The customer is responsible for booking & arranging their own collection & return to us. We no longer book any returns on behalf of customers, due to courier surcharges from poorly wrapped Rugs. The couriers we advise are simply helpful recommendations, Feel free to use any alternative courier you prefer. We advise using an insured tracked signed for service as we cannot refund any items that go missing or arrive damaged in transit, In this event, these issues should be resolved directly with the courier. We ask that you take a photo of the item wrapped up before handing it over to the courier. This will assist you in any disputes or claims you need to make with the courier.

Generally, To return a small rug up to size 120 x 170cm the cost is circa £6-£9. To return a Large & XL rug 160 x 230cm or 200 x 290cm the cost is circa £18-£25 depending on size/weight. ( Wayfair charge £20-£50, Ruggable charge £28 per item) Super Plush/Heavy Shaggy's such as Montana & Plush + oversized rugs 240cm+ rugs cost circa £30-£50. These rates do fluctuate daily so please use this as helpful guidance only. Whilst courier costs are beyond our control & largely the same as other retailers, Unlike others we prefer to be upfront & transparent regarding potential return costs of what can in some cases be large bulky items - To avoid negative feedback & engaging in disputes regarding courier costs. If paying for potential return costs will be an issue, We politely ask you do not order from us & instead visit a retailer with a physical presence to allow the return of goods in person rather than via courier. Our customers benefit from much lower prices and a wider selection than the high street We are also one of the best priced online retailers. Delivery is always free and included in the price, unfortunately we are unable to also offer free returns. We ask that you ensure you have read our return procedure prior to placing an order, It is available on the product page of every item we sell along with our help centre, return portal, homepage and in your order confirmation email, We also prompt you prior to payment, Rug Love cannot be held responsible for any failure to do so. PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.

Being a commodity all rugs with a pile will be subject to pile flattening & matting. This is not considered a manufacturing fault as such none of our manufacturers cover this under any warranty. A plush high pile rug 4 cm + will flatten most for example our Montana range. short pile/ flat-weave rugs 0.8 cm and under will be the least affected. If pile flattening is a concern, We would recommend a short low pile rug under 0.8 cm pile height made from polypropylene as the best option. As pile flattening & matting are not considered a manufacturing fault, We would not replace a rug on this basis as ultimately the replacement will also flatten & matt. There is no definitive answer regarding how long a rug will last, as there are too many variables, rugs will display signs of wear depending on several factors, including rug placement, sunlight, traffic volume, pets, children, furniture, etc. We are unable to ascertain or validate how a rug has actually been used therefore, the law states we must repair or replace a defective item if the customer returns it within 6 months - unless we can prove it was not faulty when they bought it. We ask that you inspect your rug on arrival. We work on the assumption that it is not faulty on arrival unless you inform us otherwise upon receipt. Any faulty claim after 30 days of receipt by law you are not entitled to a refund and if accepted will be dealt with it on a strictly replacement-only basis. The retailer can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.

Shading

A rug may seem to go lighter or darker in colour than the surrounding areas. It is simply an optical effect caused by changes in the direction of the pile lay and made visible by the different way light is reflected off the carpet surface. When you look at the rug from one angle, these areas will appear to be lighter than the rest of the rug, viewed from the other side, these areas appear darker. This condition is called shading, sometimes referred to as Pile Reversal, Pooling or watermarking. Rug pile has a natural slope in one direction. As long as the tufts slant in the same direction the rug will have a uniform colour throughout. However, over a period of time some of the tufts may slant against the normal pile lay which causes a variation in the way light is reflected from the surface of the carpet. These changes in the direction of the rug pile usually occur gradually in traffic areas or in front of frequently used furniture. However, in some cases shading can occur in areas of less traffic and even under furniture, it can even be present in brand new rugs. Shading occurs most frequently on dense, deep, cut pile rugs and the problem is most obvious on solid plain coloured rugs – patterned carpets hide the issue pretty well. In some cases, shading can become more evident after the rug is cleaned which can lead to the customer believing the shading occurred during the cleaning process, once we explain to the customer that the shading was probably not visible before cleaning because of the placement of furniture, lighting or uniform soiling over the rug they usually understand. Shading does not affect the wear or durability of a rug and is not a manufacturing defect or fault, it cannot be predicted or prevented. Little can be done to prevent or correct shading, it is a characteristic of certain types of rugs, however it can be helped by brushing the pile in one direction during daily or weekly maintenance.

Warranty

Rugs are a commodity as such none of our manufacturers provide a warranty. Their products are covered by the sales of goods act and are subject to ‘reasonable use’ wear & tear rules. Generally, we would expect their product to last at least 6 months, But this is not a guarantee of replacement or refund. After 30 days you are not legally entitled to a refund, only a replacement or repair, After 6 months we are not legally obliged to offer a replacement or refund unless the customer can prove the item was faulty upon arrival.

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•Once your return is received and inspected, we will send you an email to notify you.

•A credit will be applied to the original method of payment. The refund will appear in your bank account when your bank has processed it. This can take up to 7-10 working days. We are unable to speed up this process as it varies by bank & beyond our control- Once you have received our refund email we have sent your refund. Please check your Klarna/Clearpay account for refunds back to these providers.

What happens if my package was delivered to the wrong location? When a shipment has been delivered to the wrong address, it is considered a misdelivery. When a misdelivery is discovered, the following procedure is used to retrieve the shipment: The courier will request an on-call pickup from the driver servicing the area. The driver will pick up the shipment. The driver will reattempt the delivery the same day if possible. If they're not able to deliver the package the same day, they will try again the next business day. Please note any refunds for missing items will only be issued once the courier has completed their investigation. We report all stolen goods to the police.

Whilst every item we sell should reach you in perfect condition, on rare occasions you may receive a faulty item. Please note any collections arranged by the manufacturer for faulty goods are an all-day appointment they are unable to provide a time slot for collection, no courier offers a weekend collection service.

Please specify in the comments box your preferred day/date for the manufacturer to collect.

Whilst all our items should reach you in perfect condition, Sometimes things go wrong beyond our control - In purchasing from Rug Love as an online only retailer, You acknowledge that the only way we can resolve this issue is via courier & someone will need to be home on the day of collection from you. If this will be an issue we politely ask that you do not order from us, We advise visiting a retailer with a physical presence to allow the return of items in person rather than via courier PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.

Collections of large rugs 160 x 230cm and above will require access to a printer for the label. None of our couriers are able to collect at the same time as delivering a new exchanged item. If you select the exchange option, As soon as we receive your return we will raise an order and send out your new rug. We will refund or collect payment of any difference in price. We no longer send out the new item until we have received the original item back, due to customers failing to return items to us. if our exchange procedure will be an issue we politely ask that you do not order from us, We advise visiting a retailer with a physical presence to allow the return/exchange of items in person rather than via courier

Rug Love is not responsible for any failed or late courier collections.