Terms and Conditions

INTRODUCTION

The following terms and conditions apply for the use of this website and outline the legal responsibilities between you and Rug-maker.com. By placing an order on our online shop you confirm that you have read, understood and agreed to these terms and conditions. Please, do not hesitate to contact us if you have any questions in relation to the following.

RETURNS

Right to withdraw: If you are an EU customer and wish to return your product, you can do so within 14 days of the delivery date.

Customers cannot exercise their right to withdraw on orders regarding custom-made products.

The product must be in its original packaging, unused and undamaged and you will receive a full refund. We do not cover the return transportation costs, nor carry responsibility for the return shipping of the product. Should the product arrive damaged at our premises we will deduct the according amount from the refund.

The refund will be processed within a maximum of 30 days once the product has been returned to our premises and after the inspection has confirmed the product is in its original condition.

If you receive a faulty, damaged, or incorrect product and the defect of the product was not caused by you, such as improper handling of the shipper, temperature or weather conditions we will arrange a suitable solution depending on each specific case circumstances.

DAMAGED GOODS

If the packaging is noticeably damaged upon delivery you should accept the delivery nonetheless. In most cases, the packaging protects the items from any damage. In the unfortunate event that the product is damaged after removing the packaging or you have received an item that differs from your order, you must contact us in seven days.

If the item received is damaged or faulty, Rug-maker.com will offer a replacement at no extra cost. The new item will be considered a new order and our delivery times will apply. Rug-Maker.com will cover the cost of shipping back to our warehouse as well as the cost of the delivery of the new item to the customer’s address.

REFUSAL OF DELIVERY

If you decide to refuse the delivery of an in-stock item that is not faulty, we will deduct a return fee from any requested refund.

If you decide to refuse the delivery of a custom made item that is not faulty, you relinquish any right to a refund.

If you wish to request a new delivery after refusing an order of an undamaged product, whether an in-stock item or custom made item, you will have to cover the delivery costs in advance.

ORDER CANCELLATION

Given that our products are custom-built according to your personal preferences, if you order a product that is not in stock, you will not be able to cancel the order until the minimum period of delivery time has been exceeded. Our delivery times are defined in our Terms and Conditions under the section, “delivery times.”

If you decide to refuse the delivery upon its arrival we will deduct a return fee from the requested refund. This in order to cover the shipping costs back to our warehouse. Rug-Maker.com covers the cost of delivery to the client; however we will not cover any cost due to a client not accepting the merchandise.

If you decide to cancel the order once the products have been shipped from our warehouse, we will deduct a return fee from any requested refund. This is in order to cover the shipping costs back to our warehouse. Rug-Maker.com covers the cost of delivery to the client; however we will not cover any cost due to a client not accepting the merchandise.

CONFORMITY OF GOODS

Reasonable variations in the colour or in the dimensions are not considered as a defect. We cannot accept any responsibility of any variation in colour caused by your browser software or computer system. It is recommended that wool colour tufts are sent to you to confirm colours and acceptance of these will be deemed as acceptance of the carpet delivered. It should be remembered that the product is hand made and colours may vary slightly.

All goods sold or supplied by the Company are subject to a length and width tolerance of plus or minus 2.5%

"Rug maker are a true pleasure to work with. Richard and Julian are always available to talk through ideas and work very hard to find new solutions for manufacturing challenging designs. The results are exquisite quality rugs and an enjoyable process!"

Helen Yardley, Helen Yardley Studio.

"The rugs fully capture the iconic design of the Machin Stamp. The quality & detail that goes into every stamp rug is reflected in the positive comments from customers’ and anyone who sees the rugs."

Stewart Tyson, Royal Mail.

"Rug Maker produce top quality rugs with an exceptionally efficient and reliable service - they have never let me down!"

Annie Phillips, Artist, Textile and Surface Designer.

"(Julian and Richard at) Rug-Maker can do anything... no project is impossible for them. Expert, long nurtured, knowledge of the world of rug production means they are able to source the best manufacturer for any type of rug you may need. Enthusiasm and passion for what they do means every collaboration is a pleasure to create. This company; as their name suggests, really know how to make rugs."

Ptolemy Mann, Textile Designer.

"Two of the most knowledgeable people in the rug industry and leading lights in developing new rug textures, products and software which moves our industry forward."

Sara Tatum, Rug and Carpet Studio.