Terms & Conditions

Legal

Terms & conditions

The legal bits — written in plain English so you actually know what you're agreeing to. Last updated May 2026.

Fair & clear

No hidden fees, no surprise charges. Everything you pay is on the order summary.

30-day returns

If you don't love it, send it back. Buyer pays return postage; £5 or £12 servicing fee deducted from refund.

UK law

These terms are governed by the laws of England and Wales.

1. Introduction

Welcome to Rugs Factory. By placing an order on this website you agree to be bound by these Terms & Conditions. We've kept them as short and clear as we can — please read them.

2. Our products

All product descriptions, images, sizes, and colours are provided for general guidance. While we make every effort to display colours accurately, the colour you see on your screen may differ slightly from the actual product due to your device's screen calibration.

Rug sizes are nominal and may vary by up to 5% — this is normal for machine-made textiles.

3. Orders & payment

Your order is confirmed when you receive an order confirmation email from us. We reserve the right to refuse or cancel an order at our discretion (for example, if a product was incorrectly priced or out of stock).

Payment method Status
Visa / Mastercard / Amex Accepted
Apple Pay / Google Pay / Shop Pay Accepted
Bank transfer By arrangement only — contact us
Cryptocurrency Not accepted

All prices are in GBP and include VAT where applicable.

4. Delivery

We deliver to mainland UK, Northern Ireland, and UK off-shore islands. We do not currently offer express or next-day delivery.

  • UK mainland: Standard delivery 2–3 working days. Free on every order — no minimum spend.
  • Northern Ireland: Standard delivery 3–5 working days. Flat-rate £21 regardless of order value — free delivery does not apply.
  • UK off-shore islands (Channel Islands, Isle of Man, Isle of Wight, Hebrides, Orkney, Shetland, Scilly Isles): Standard delivery 5–7 working days. Flat-rate £21 regardless of order value — free delivery does not apply.
  • Highlands & remote Scotland: £14.95 surcharge applies.

See our Delivery Info for full timings and our Areas We Serve page for regional breakdowns.

5. Returns & refunds

You have 30 days from delivery to return your rug for a refund, subject to the conditions below:

  • The rug must be in re-saleable condition (unused, unsoiled, no smoke/pet odour, not cut or modified).
  • Return postage is the customer's responsibility. You arrange and pay for the courier yourself.
  • A servicing fee is deducted from the refund to cover our outbound delivery and handling: £5 for rugs with a short-side length up to 120cm, £12 for rugs 160cm and above.
  • Refunds are processed within 5 working days of us receiving and inspecting the rug.
  • Custom-made or special-order rugs are non-returnable (clearly marked at checkout).

See our Returns Policy for the step-by-step process and a worked example.

Why a servicing fee? UK mainland delivery is free at the point of order. When you return a rug for a change-of-mind, the servicing fee (£5 or £12 by size) covers our original outbound delivery, plus pick, pack, and dispatch costs. Damaged-on-arrival and faulty rugs are exempt — those are covered fully by us under your statutory consumer rights.

6. Damaged or faulty rugs

If your rug arrives damaged or has a manufacturing fault, that's covered by your statutory rights under UK consumer law. Email help@rugsfactory.co.uk with photos within 48 hours of delivery and we'll arrange a free replacement or full refund at our cost — no servicing fee, no return postage charge.

7. Liability

To the extent permitted by law, our liability for any claim arising from your purchase is limited to the price paid for the rug. We are not liable for any indirect or consequential losses.

8. Intellectual property

All content on this website — including images, product descriptions, page copy, and design — is owned by Rugs Factory Ltd or our suppliers and is protected by UK and international copyright law. You may not reproduce, distribute, or modify any of it without our written permission.

9. Privacy

Your data is handled in line with our Privacy Policy. We never sell your data and we use industry-standard security to keep it safe.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be resolved through the courts of England and Wales.

11. Contact

Questions about these terms? Email help@rugsfactory.co.uk .

We write our terms in plain English because legal jargon helps nobody. If anything's unclear, just ask.