Rug Warranty & Defects

Rug Warranty & Defects

To initiate a return or report all return scenerios, please use our Return Portal.

If you're unsure or have questions, please contact us at Rug Love Support, and we’ll respond within 3 business hours.

Before placing your order, please ensure you're familiar with our disclaimers on color and design, wool and shaggy rug shedding, handmade rug imperfections, and our rug warranty and defects policy. You can find more details at the links below:

Rugs are considered commodities, and as such, none of our manufacturers offer warranties for their products. Instead, these products fall under the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. We expect these products to remain in good condition for at least 6 months. However, this does not guarantee a replacement or refund. Kindly notify us of any defects upon arrival or within 3 days of receipt, We ask that you inspect your rug even if you are not using it right away including the backing.

Your Rights Under the Sales of Goods Act

Within 30 days of purchase: If an issue arises within the first 30 days after purchase, you are legally entitled to a refund or replacement.
Between 30 days and 6 months: You may request a repair or replacement, but there is no obligation on our part to offer a refund.
After 6 months: Unless you can prove the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. Without evidence of a fault at the time of delivery, we will not accept any claims after the 6-month period — no exceptions.

For all transactions, the product is assumed to have been received in good condition unless we are notified otherwise.

Manufacturer Collection Process

In the event of a faulty item, the manufacturer will arrange for collection. Please note the following:

All-Day Appointments: Collections are arranged for the entire day, and specific timing cannot be guaranteed.
Weekday Collections Only: Weekend collections are not available.
Presence Required: Someone must be present during the collection window. If this presents a challenge, we recommend choosing a retailer with a physical storefront for easier returns.
No Advance Calls: Couriers generally do not make phone calls before collection.

If the manufacturer determines the item is faulty, a replacement will be dispatched. The manufacturer’s decision is final in these cases.

As an online-only retailer we can only deal with defective issues via courier services please take into this consideration.

Once your rug has been delivered to you, you become the owner of the goods, and they are held at your own risk. We cannot be held responsible for any loss, damage, or destruction of the rug after delivery.

Initial Inspection: Please inspect your rug upon arrival, including the backing, even if you don't plan to use it immediately. Should you find any faults, report them to us within 3 days of delivery to ensure we can address any issues that may have originated from Rug Love.

Lifespan Factors: The longevity of your rug will depend on several factors, such as its location, exposure to sunlight, foot traffic, pets, and the placement of furniture. We emphasize the importance of reporting any potential faults as soon as possible, as we cannot assess if the issue has been caused in-situ.

Manufacturer Claims: In the event of an issue, notify us promptly to increase the likelihood of a successful manufacturer claim. Rugs are commodities, and our manufacturers do not offer warranties. Instead, all claims are governed by the Sales of Goods Act. Please report any defects within 3 days of delivery as we focus on the rug’s initial quality and assume the item to be in good condition unless we are informed otherwise. All claims will be submitted to the manufacturer.

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Our collection of Handmade, 100% Jute, and Sisal rugs are crafted by hand, making each rug unique. As such, they will have natural imperfections, known as ‘Abrash,’ which include:

Variations in colour, design, size, pattern, yarn, stitching, and texture
Natural fibre loss, shedding, rogue mixed-colour yarns, and loose threads

These features give the rugs life and character, ensuring that you have a truly one-of-a-kind piece. Similarly, all-natural plant fibre rugs, such as Sisal, embrace these irregularities as part of their charm. Variations in weave and shading contribute to their distinctive, captivating character, making each rug "perfectly imperfect."

It's important to note that synthetic latex backing can sometimes cause a noticeable odour in both natural and man-made rugs. However, many natural rugs, like Jute and Sisal, are flat-woven and do not require latex backing. While natural plant-based rugs like Jute and Sisal often start with a mild, straw-like scent, this typically dissipates over time.

Please bear these factors in mind before purchasing. If you are particular about uniformity and perfection, a handmade or natural jute rug may not be the right choice for you. In such cases, we recommend machine-made rugs from synthetic materials for a more standardised appearance.

Even if you choose to exchange a handmade rug, please be aware that the replacement will come with its own unique imperfections and characteristics.

For customers ordering multiple units of the same handmade rug, please understand that each rug will have its own distinct design, size, pattern, and colour due to their handcrafted nature. If perfect consistency is important to you, we recommend opting for machine-made options.

For further details, please refer to our Handmade and Wool Disclaimers in the Help Centre to ensure you are fully informed before making a purchase.

Colour and Design Disclaimer

Transparency and Clarity

At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges in capturing and representing colours accurately. Our colour/image/design disclaimer is intended to prevent disputes and differing opinions regarding product colours and designs. The images we use are supplied by the manufacturer and are used by all UK retailers.

Colour and Batch Consistency

Multiple Units: If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they will come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed. This is especially true for hand-made rugs.
Colour Variation: Despite every effort to provide accurate images of each product's colour and design, actual colours and designs may vary slightly due to different device screen settings, lighting conditions, and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults.

Customer Agreement

By purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design of the product and its representation on our website. Any returns 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 recommend visiting a rug store in person to avoid disappointment.

If you have a specific situation you'd like to address, please submit a support request in our chatbot with the relevant details.

Important Disclaimers

Accuracy of Product Images: The colour classification and images of our products are provided by manufacturers and are used universally by all retailers across the UK. Colour interpretation is subjective and may vary from person to person. Additionally, device screens can display colours differently due to varying settings and lighting conditions.
Nuance of Colour: Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory; very few, if any, rugs on the market are pure white.
Guidance, Not Guarantee: Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.

Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information. The images we use are supplied by the manufacturer and used by all UK retailers. All items are sent via signed-for service. If damaged in transit, reject the delivery or note the damage when signing to allow for a claim. Kindly measure your space to avoid returns and additional costs. Among the three main size options, one will typically be the most suitable choice, It's common for customers to find that 080x150 cm rugs are smaller than expected, while 200x290 cm rugs often appear larger than anticipated.

Wool Rugs and Shedding: What to Expect

We emphasise in our product descriptions that shaggy and wool rugs are prone to shedding. If shedding is likely to cause frustration, we recommend selecting a non-shedding rug not made from wool.

Wool Rugs, Sheepskins, and Shedding

Wool rugs, genuine sheepskins, and deep-pile shaggy rugs have a natural tendency to shed, meaning that fibres will come loose. This is not a flaw in the manufacturing process but a natural characteristic of these materials.

Key Information About Shedding:

Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce over time with wear, but some rugs may continue to shed throughout their lifespan. On average, it takes between20-25 vacuuming sessionsto significantly reduce shedding.
Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behaviour. If you are concerned about shedding, you may prefer a machine-made rug crafted from synthetic materials.
Product Details: We emphasise in our product descriptions when a rug is woollen and prone to shedding. Please consider this before making a purchase.

Characteristics of Wool and Shaggy Rugs

Shaggy Rugs and Shedding: Plush shaggy rugs will shed fibres, which is completely normal and does not affect the durability of the rug. High-pile rugs (4 cm and above) are most prone to flattening, matting, and shedding. This includes collections such as Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby.
Sprouting/Pilling: High-pile rugs may experience sprouting or pilling, where some strands or threads appear longer than others. Simply trim any longer threads with sharp scissors—do not pull, as this may damage the rug.

Durability and New Rug Odour

Durability: Shedding does not compromise a rug’s durability, meaning it won’t wear out! For example, high-pile wool rugs, such as those from ourRocks collection, may shed more than typical low-pile wool rugs due to their density, but this does not affect their longevity.
New Rug Odour: The smell of a new rug is caused by volatile organic compounds (VOCs) used during production. This “off-gassing” is common and typical with rugs that have synthetic latex backings. The scent, often described as musty due to the animal fibre origin, will fade over time.

To clean your washable rug, always follow the care instructions on the rug label, as these may differ depending on the rug. General recommendations include: machine wash at 30°C, avoid using bleach, and line drying is preferred. If using a tumble dryer, select an air-only cycle without heat.

Line drying is strongly advised over spin drying. Hang the rug outside in a well-ventilated area to allow it to air dry.
If using a tumble dryer, select an air-only cycle without heat to avoid damaging the rug.
To remove excess water, you can roll the rug in a dry towel and press down to absorb the moisture.

Washable Rug Disclaimer

At Rug Love, we offer a selection of rugs that are marked as machine washable. However, please note that Rug Love cannot be held responsible for any damage that may occur as a result of washing your rug. While the rug may be suitable for machine washing, there are many factors outside our control, such as the washing method, machine type, heat, water temperature, heat temperature and detergent used. for example using a tumble drier with heat can damage the rug, this is why we advise to line dry. It is the customer’s responsibility to follow care instructions carefully and ensure their washing equipment is suitable. Please proceed with caution when washing your rug. Additionally, we have no way to ascertain how the rug has been treated during the drying process, for example, if heat is applied in a tumble dryer it can damage the rug. To avoid damaging the rug, line drying is advised

Getting a Rug to Lay Flat & Creases

When rugs are shipped, they are typically rolled and may develop creases or fold marks upon unrolling. This is especially common with larger rugs. The weight of a tightly rolled rug can lead to temporary indentations or creases, but these are not defects.

Tips to Help Your Rug Lay Flat:

Reverse Roll the Rug: Lay the rug flat in the opposite direction that it was rolled for a few hours.
Warmth and Pressure: Place your rug in a warm room or near a heat source to soften the backing, and use weights like furniture to help flatten the rug.
Time and Patience: Some creases will naturally fall out after a few days to weeks, depending on the rug's material and environment.
Vacuum Regularly: Vacuuming can help reduce fold marks and flatten out the rug more quickly.

Tassels & Larger Rugs:

Tassels: If your rug has tassels, they may be flattened or twisted upon arrival. These will straighten out naturally over time or can be gently straightened by hand.
Larger Rugs: Heavier and larger rugs (such as 160x230cm or bigger) may take longer to settle. You may need to use heavier furniture to hold them flat during the settling process.

These temporary marks are normal and should fade with time and regular use.

Return Process and Shipping Responsibility

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees, which is standard for most online rug retailers. Before placing an order, please familiarise yourself with the potential costs associated with returns, particularly for large and bulky items.

Estimated Return Costs:

Small Rugs & Runners (up to 120cm in length): Approximately £6
Small Rugs (up to 125cm in length): Approximately £9-12
Large Rugs (160cm to 199cm in length): Approximately £18-£28, depending on rug thickness and weight.
Extra Large Rugs (200 x 290cm) & Super Plush/Thick Rugs: Approximately £28-£48 via DHL.

Please note that these rates may vary and are intended as guidance only. If your courier quotes a higher price, you may have entered incorrect dimensions. Remember to follow our recommendations for accurate return instructions to avoid unnecessary expenses.

Return Process

We have tried to make our return process as simple as possible, providing comprehensive guidelines. Many retailers simply provide the return address and leave the rest to you. We provide the most comprehensive details of any rug retailer, covering dimensions, weights, courier services, packaging, and booking procedures. If you need fresh packaging, you can request it from us, and we’ll dispatch it within 3-5 days via Royal Mail.

All returns must be arranged through our designated returns management platform. Returns cannot be accepted in person, and all returns must be sent via courier — no exceptions.

Once we receive your returned rug, we will conduct a thorough inspection. You will receive two email notifications:

Acknowledgement of receipt.
Confirmation of your refund.

Please allow 48 hours after receiving your rug for the inspection and refund process.

Packaging Tips: Fully cover the rug, securing both ends to ensure it is protected from dirt and damage during transit. Avoid using Sellotape directly on the rug as it can damage fibres. If packaging is insufficient, we will not process refunds.

If you're returning a rug with an anti-slip mat, roll the mat inside the rug for easier packaging. Avoid using flimsy materials, and always ensure your rug is packaged securely.

Important: Damaged or soiled rugs are not eligible for refunds. If a rug is damaged during transit, claims must be made with the courier service. Rug Love will provide photographic evidence to support such claims.

Rug Love cannot be held responsible if customers disregard our return instructions and opt for more costly alternative services without contacting us for clarification.

If our terms do not align with your preferences, we kindly request that you refrain from placing an order with us.

To initiate a return or report an issue, please use our Return Portal.

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