Manufacturing Defects & Consumer Rights

This guide explains how Rug Love handles suspected manufacturing defects, faults and concerns that a rug may not conform to its product description.

It also explains the important difference between a genuine manufacturing defect, a normal characteristic of a rug, damage or wear occurring after delivery, and an unwanted or unsuitable return.

For consumer purchases covered by the Consumer Rights Act 2015, goods supplied by a retailer must meet the applicable legal requirements.

• Satisfactory quality: taking account of the description, price and other relevant circumstances.
• Fit for purpose: including any particular purpose made known to the retailer where the law applies.
• As described: the goods must materially match the description and applicable product information forming part of the contract.

Satisfactory quality can include matters such as appearance and finish, freedom from defects, safety and durability where relevant.

A manufacturer's warranty or guarantee and your statutory consumer rights are not the same thing.

Some products or manufacturers may provide a separate manufacturer's warranty or guarantee. The existence, duration and terms of any such guarantee depend on the particular manufacturer and product.

A manufacturer's warranty or guarantee is additional to statutory consumer rights. The expiry or absence of a manufacturer's guarantee does not, by itself, determine whether you have a valid statutory claim against Rug Love as the retailer.

A manufacturing defect is an issue arising from the manufacture or construction of the rug rather than normal product characteristics, expected variation, accidental damage, normal wear or something occurring through use or care after delivery.

Whether an individual concern amounts to a manufacturing defect depends on the particular rug, its construction, materials, age, condition, use and the nature and extent of the reported issue.

Manufacturing defect claims are evidence-based. If you believe your rug has a manufacturing defect, please provide clear information showing what you believe is wrong.

• Your Rug Love order number.
• A clear description of the issue.
• An overall photograph showing the rug.
• Clear close-up photographs showing the specific concern.
• Measurements and photographs showing those measurements where the concern relates to size or shape.
• Any relevant information about when the issue appeared and how the rug has been used and cared for.

Manufacturer assessment is used as part of the evidence and claims process because the manufacturer has product-specific knowledge of the rug's materials, construction and manufacturing tolerances.

Rug Love may ask the relevant manufacturer to assess photographs, measurements, product information and other evidence when investigating a suspected manufacturing defect.

This helps establish whether the reported characteristic is expected for the particular construction or whether there is evidence of a manufacturing problem.

Photographs allow us and the relevant manufacturer to identify the product, understand the issue being reported and assess the rug without unnecessarily transporting a large item before the nature of the concern has been established.

Wherever possible, please provide an overall photograph of the rug together with clear close-up photographs of the specific issue.

If the nature of the problem genuinely cannot be adequately demonstrated in photographs, please explain this when contacting us so we can advise on the appropriate next step.

Rugs are textile products and different constructions behave differently. Some characteristics that may initially appear unusual can be normal for the material or manufacturing method.

• Wool rugs: shedding of loose fibres can be normal, particularly when new.
• Shaggy and deep-pile rugs: shedding, pile movement, flattening and matting can occur through normal use.
• Handmade rugs: natural variation can occur in weave, dimensions, pattern placement, texture and finish.
• Hand-woven rugs: small differences in weaving tension, alignment and individual finish can occur.
• Jute and sisal: natural tonal variation, coarse fibres and irregularities in the weave are characteristic of natural plant fibres.
• Natural fibres: tonal differences, mixed yarns and occasional loose or sprouting fibres can occur.
• Different production or dye batches: small shade or tonal differences can occur.
• Rolled rugs: temporary creases, curling or compression can occur following storage and transport.
• Pile rugs: the appearance of colour can change according to pile direction, lighting and viewing angle.

We believe customers should understand relevant product characteristics before buying a rug.

We also provide detailed product specifications, colour and accent-colour information and, where available, additional real-life photographs to help customers understand the rug before ordering.

Information specifically drawn to a customer's attention before purchase can be relevant when assessing what a reasonable person would expect from the product.

Wool, sheepskin and many deep-pile shaggy rugs can naturally release loose fibres. The amount varies according to the material, pile and construction.

Shedding is often more noticeable when a rug is new and commonly reduces with normal use and appropriate vacuuming, although some constructions can continue to release fibres throughout their life.

Shedding by itself therefore does not automatically establish a manufacturing defect. If the amount appears abnormal or you believe there is an underlying construction problem, you can submit a manufacturing defect claim for assessment.

Handmade, hand-woven, hand-tufted, hand-knotted and natural-fibre rugs are not intended to have the complete uniformity of a machine-made synthetic product.

Individual rugs can naturally show differences in colour, shade, weave, texture, dimensions, shape, pattern placement, yarn and finish.

Natural characteristics do not mean that every possible irregularity must be accepted as normal. If you believe an issue is abnormal or excessive for the construction, you can submit it for assessment.

Rug sizes are generally stated as nominal dimensions. Small differences in finished length, width and shape can occur during manufacture.

This is particularly relevant to handmade, hand-woven, hand-tufted and hand-knotted products where yarn, weaving tension, stretching, washing, drying and finishing can influence the finished dimensions.

Manufacturer size tolerances can vary according to the brand, construction and manufacturing method. Rug Love therefore does not apply one universal percentage tolerance to every rug.

If you believe the difference is significant, please provide the overall measurements and photographs showing the measurements where possible. The concern can then be assessed against the relevant product specification and any applicable manufacturer tolerance.

Rugs are manufactured in production batches. Two rugs with the same product name, design and colour are therefore not necessarily guaranteed to be visually identical if they originate from different production or dye batches.

Small shade or tonal differences can occur between batches even where the same design, colour name and product specification are used.

If you are purchasing two or more matching rugs and consistency between them is particularly important, please contact us before ordering so we can check whether any relevant batch information is available.

The main manufacturer product imagery used for a rug is generally the same core imagery supplied to UK retailers selling that product.

Rug Love supplements this with detailed colour information, product specifications and, where available, additional real-life photographs.

The appearance of a rug can nevertheless vary according to:

• Screen and device settings.
• Brightness and colour calibration.
• Natural and artificial room lighting.
• Surrounding décor and wall colours.
• Pile direction, texture and viewing angle.
• Natural-fibre variation.
• Production and dye-batch variation.
• Subjective interpretation of colour names and shades.

If you believe there is a material discrepancy between the product supplied and the product information applicable to your purchase, you can submit a Not As Described / non-conformity claim.

If you believe the rug supplied does not materially match the product description, specification, imagery or other applicable product information, please explain the specific discrepancy you believe exists.

We can review the product information applicable to the purchase, photographs of the item supplied and any other relevant evidence.

Where appropriate, product-specific information may also be obtained from the relevant manufacturer.

Rug pile changes through use. Foot traffic, furniture, vacuuming and the direction of the fibres can alter the appearance and texture of the pile.

• Flattening: pile can compress in areas of regular foot traffic or beneath furniture.
• Matting: deep or soft pile can group together through normal use.
• Shading: pile direction can make sections appear lighter or darker from different angles.
• Sprouting: occasional longer fibres or yarn ends can appear above the surrounding pile.

Where appropriate, an isolated protruding fibre can normally be carefully trimmed level with the surrounding surface using scissors.

If the extent appears abnormal or you believe there is an underlying construction failure, submit photographs for assessment.

The edge finish varies between rug constructions. Handmade finishing and natural materials can result in small visual variations.

If you believe binding, stitching or another structural part of the rug is separating, failing or deteriorating abnormally, please provide photographs showing:

• The complete rug.
• The affected edge or area.
• Close-up photographs of the construction concern.
• Any wider area showing how the issue relates to the rest of the rug.

This allows the issue to be distinguished from an isolated loose fibre, normal finishing variation, accidental damage or wear.

Damage occurring during delivery is treated separately from a manufacturing defect.

If the packaging or rug has been damaged in transit, please submit a Courier Damage claim through our Returns Portal and provide photographs of:

• The complete rug.
• The damaged area.
• The external packaging.
• Any visible damage to the wrapping or packaging.
• The courier label where available.

A manufacturing defect is different from damage or deterioration caused after delivery.

Depending on the circumstances, examples can include:

• Normal wear and tear.
• Heavy or unsuitable use.
• Pet damage, scratching, chewing or snagging.
• Furniture damage or crushing.
• Staining or spills.
• Excessive moisture or damp.
• Inappropriate cleaning products or methods.
• Use of an unsuitable vacuum or aggressive beater bar.
• Pulling loose or protruding fibres.
• Damage caused by moving or dragging furniture.
• Exposure inconsistent with the intended use of the rug.

We recommend opening and inspecting your rug as soon as reasonably practical after delivery.

Early inspection makes it easier to identify:

• An incorrect item.
• Courier damage.
• A visible manufacturing concern.
• A significant discrepancy in size, colour or design.

Rug Love's unwanted or unsuitable return process and a genuine manufacturing defect claim are different matters.

If a rug is correct and functioning as expected but is simply unsuitable for your room, colour preference, size requirement or personal taste, it is handled as an unwanted or unsuitable return within the applicable return period.

A later fault claim will be assessed according to the nature of the issue, the evidence and the consumer rights applicable to the circumstances.

If you believe a genuine manufacturing fault has developed or become apparent after the Returns Portal submission period has elapsed, you can still contact us.

Please email Rug Love or submit a Support Request through our AI chatbot and provide:

• Your Rug Love order number.
• A clear description of the issue.
• An overall photograph of the rug.
• Clear photographs showing the specific concern.
• Any other relevant information about when the issue appeared and how the rug has been used and cared for.

If the problem genuinely cannot be adequately demonstrated in photographs, explain this when contacting us so we can advise on the appropriate next step.

Consumer law distinguishes between problems arising at different stages after delivery, and the evidence required can change over time.

Under the Consumer Rights Act 2015, where goods do not conform to the contract within the first six months after delivery, the law generally treats the lack of conformity as having existed at delivery unless it is established otherwise or that presumption is incompatible with the nature of the goods or the particular issue.

After six months, a customer may be required to provide evidence that the problem was inherent or existed when the goods were supplied rather than being caused by subsequent use, wear, care or damage.

Each claim must be considered according to the applicable law, the nature and expected durability of the product, its age and use, and the available evidence.

The appropriate remedy depends on the circumstances and the rights that apply at the relevant time.

Consumer law provides remedies which can include, where the relevant legal conditions are met:

• The short-term right to reject.
• Repair or replacement.
• A price reduction.
• The final right to reject.

Where repair or replacement is the applicable remedy, the Consumer Rights Act requires this to be carried out within a reasonable time and without significant inconvenience, subject to the legal rules concerning impossibility and proportionality.

These routes should not be confused. A manufacturing defect claim is not automatically established because a customer is dissatisfied with the appearance, colour, size or characteristics of a rug.

Where the Returns Portal is available for your claim, please use it as the starting point.

You can submit:

• Manufacturing defect claims.
• Courier damage claims.
• Incorrect item claims.
• Not As Described / non-conformity concerns.
• Unwanted or unsuitable returns.
• Exchange requests.

For claims and returns that can be submitted through our Returns Portal, please register the return before sending anything back.

Where a later manufacturing defect can no longer be submitted through the portal, please contact us first so the claim can be recorded and the appropriate process confirmed.

This process is administrative and evidential and does not remove any statutory rights that apply.

Where the appropriate resolution involves a refund following the return of the rug, we aim to process the refund within 48 hours of the returned item being received.

Refunds are issued to the original payment method unless otherwise required or agreed.

• Most banks and payment providers show completed refunds within approximately 3–5 working days.
• PayPal e-cheque refunds can take up to approximately 14 days.

Different rug constructions have different natural characteristics. We recommend reviewing the relevant product guidance before purchase and before assuming a characteristic represents a fault.

• Hand-Made, Hand-Woven, Jute & Sisal Rugs Disclaimer
• Product Colour & Design Disclaimer
• Wool & Shaggy Rugs – Shedding Disclaimer

• Rug Love does not apply one blanket manufacturer warranty period to every rug.
• A manufacturer's guarantee is separate from statutory consumer rights.
• Rug Love remains responsible as the retailer for statutory rights that apply to the purchase.
• Goods must meet the applicable requirements of the Consumer Rights Act 2015.
• A manufacturing defect claim is evidence-based and is not automatically approved by submission.
• Appropriate defect claims are referred to the relevant manufacturer for product-specific assessment.
• Manufacturer assessment does not replace Rug Love's statutory responsibilities.
• Normal rug characteristics do not automatically indicate a manufacturing defect.
• Wool and shaggy rugs can naturally shed.
• Handmade and hand-woven rugs can naturally vary between individual pieces.
• Rug dimensions are generally nominal and manufacturing tolerances can vary by product and manufacturer.
• Different production or dye batches can show small shade or tonal differences.
• Stating that an item is “not as advertised” does not by itself establish a non-conformity.
• The 14-day unwanted or unsuitable return period is different from reporting a genuine manufacturing fault.
• Six months is not a blanket warranty expiry date.
• Your statutory rights are not affected by Rug Love's product guidance or claims process.

If you are unsure whether something is a normal characteristic or a possible manufacturing defect, or the Returns Portal is no longer available because of the time elapsed, please submit a Support Request.

Please provide:

• Your name.
• Your Rug Love order number.
• A clear description of the issue.
• Clear photographs of the complete rug and the area of concern.
• Measurements where the concern relates to size.

We aim to respond within 3 business hours during Monday–Friday, 9am–5pm.