Manufacturing Defects & Consumer Rights

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 is three-dimensional and its appearance changes according to fibre type, pile direction, lighting, viewing angle and use. These effects can be particularly visible on plain, dense, soft or lustrous cut-pile rugs.

Directional shading and shimmer. Cut-pile fibres naturally lie in a direction. Light reflects differently from the tips and sides of those fibres, so the same rug can appear lighter, darker or more reflective when viewed from opposite directions. On viscose, polyester and other lustrous fibres this can create a pronounced sheen or metallic-style shimmer. This optical effect does not, by itself, mean the colour has changed or that the rug is defective.

Flattening and matting. Foot traffic, furniture pressure and normal use can compress pile. Deep, soft and shaggy constructions are particularly susceptible because their longer fibres have greater freedom to move and group together. Regular rotation and appropriate gentle maintenance can help distribute wear, but a high-pile rug will not retain the untouched appearance of a new rug indefinitely.

Sprouting. An occasional yarn or fibre may sit above the surrounding pile as the rug settles or through its construction. Where appropriate, an isolated protruding fibre can normally be carefully trimmed level with the surrounding pile using sharp scissors. Do not pull it, because pulling can disturb the surrounding construction.

Pilling and fuzzing. Friction can cause loose surface fibres to gather into small balls or fuzz. The extent depends on fibre, construction, traffic and cleaning. Normal surface pilling alone does not necessarily establish a manufacturing defect.

Edge finishes vary by construction and may include binding, whipping, overlocking, stitching, fringe or a woven finish. Small handmade or natural-material variations can be normal, but structural separation or premature failure may require assessment.

Edge deterioration can also occur after delivery through causes unrelated to manufacture, including repeated vacuum contact, a rotating brush or beater bar catching the edge, dragging furniture, pet scratching or chewing, snagging, excessive moisture, unsuitable cleaning or repeated heavy foot traffic across an exposed edge.

If you believe binding, stitching or another structural part is failing abnormally, please provide photographs of the complete rug, the affected edge, close-up views and the surrounding area. This helps distinguish a manufacturing issue from an isolated loose fibre, normal finishing variation, accidental damage or wear.

Cutting, resizing, binding and whipping: Rug Love does not provide alteration, resizing, binding, whipping, repair or restoration services. Cutting a finished rug can damage its structure and edge finish. If alteration is required, use an independent rug specialist experienced with the particular construction.

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.

Appropriate care depends on the rug's fibre, construction and manufacturer instructions. A cleaning or maintenance method that is suitable for one rug can damage another.

• Vacuuming: unless the applicable care guidance states otherwise, use gentle suction and avoid aggressive rotating brushes or beater bars on delicate, wool, shaggy, looped or high-pile constructions.
• Spills: act promptly and blot rather than scrub. Check the care label or product guidance before applying water, detergent, stain remover or another treatment.
• Rotation: periodic rotation can help distribute foot traffic, furniture pressure and exposure to daylight more evenly.
• Underlay: a suitable non-slip underlay can reduce movement and friction and may help reduce premature wear. The underlay must also be suitable for the floor beneath it.
• Cleaning: where professional cleaning is recommended for a fibre or construction, use a specialist familiar with that rug type.

Viscose (sometimes described as rayon or art silk) is chosen for its soft feel and reflective sheen, but it is considerably more sensitive to moisture, friction and cleaning than many synthetic rug fibres.

• Moisture can alter texture, sheen and pile direction and may leave visible water marks or discolouration.
• Aggressive rubbing, scrubbing or rotating vacuum brushes can disturb or damage the surface.
• Directional shading and changes in sheen can be especially noticeable because the fibres reflect light strongly.
• These rugs are generally better suited to lower-traffic areas where spills and heavy wear are less likely.

The inherent sensitivity of viscose does not remove statutory rights if a rug is genuinely defective. Equally, deterioration caused by moisture, inappropriate cleaning or unsuitable use is not the same as a manufacturing defect.

Textile dyes and fibres can change or fade through prolonged exposure to sunlight and ultraviolet light. The rate and extent vary according to fibre, dye, colour, room orientation, glazing and intensity of exposure.

Uneven exposure can also produce uneven fading, for example where part of a rug sits beneath furniture or receives less direct light than the exposed area.

• Rotate rugs periodically where practical.
• Use blinds, curtains or other suitable shading where strong direct sunlight is prolonged.
• Do not assume that a later colour change is a dye-batch difference; batch variation exists at manufacture, whereas UV-related fading develops through environmental exposure.

A newly opened rug may have a noticeable odour after being removed from its packaging. Odour can arise from the rug's fibres, backing, manufacturing materials, packaging or from being tightly rolled and sealed for storage and transport. Natural fibres can also have their own characteristic smell; for example, new wool may have an earthy or animal-like odour.

Some rug materials, backings and manufacturing materials can release volatile organic compounds (VOCs), particularly when new, but odour alone does not establish what compounds are present, their concentration or that unsafe VOC levels are present. Heat can also make some existing material or backing odours more noticeable.

Unpack the rug and allow it to air naturally in a well-ventilated room, following the applicable product and care instructions. Avoid applying sprays, detergents, water or other treatments simply to mask an odour unless they are permitted by the rug's care guidance.

If an odour appears excessive, unusual or persists despite reasonable airing, it can be submitted for assessment. Please include details of the smell, how long the rug has been aired and any relevant information about heat, moisture, cleaning or storage.

Rug Love rugs do not have tested or verified tog ratings and we therefore do not apply a blanket underfloor-heating suitability rating across our ranges. Suitability can depend on the rug's fibre, construction, thickness and backing, together with the flooring beneath it and the particular underfloor-heating system.

For other brands and rugs, always follow the rug manufacturer's guidance together with the underfloor-heating and flooring manufacturer's requirements, including any maximum thermal-resistance, tog or surface-temperature limits. Where suitability has not been specifically confirmed, it should not be assumed.

Rugs and underlays add an insulating layer over the floor and can reduce heat transfer. Thick, dense, shaggy or highly insulating constructions and some backing materials may have a greater effect. If an underlay is used, its thermal resistance also forms part of the overall floor-covering build-up.

Do not rely on a universal tog figure for a Rug Love rug where that rug has not been independently tog-tested. If you are unsure whether a particular rug can be used with your system, check with the underfloor-heating provider, flooring manufacturer or an appropriate flooring specialist before use.

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 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.

Rug Love's standard ranges are sold as domestic rugs unless a particular product expressly states otherwise. We do not represent a rug as having a particular fire classification, flammability test result or contract/commercial certification unless that information has been specifically confirmed for that product.

Wool is naturally more resistant to ignition than many fibres and is commonly chosen for hearth and fireside areas, but no ordinary rug should be treated as fireproof. Keep rugs a safe distance from open flames, stoves, heaters, hot surfaces, sparks and embers and follow the appliance or fireplace manufacturer's safety guidance.

The UK Furniture and Furnishings (Fire) (Safety) Regulations principally address domestic upholstered furniture. This page therefore does not use the broader and potentially misleading statement that every domestic rug is categorically exempt from all fire-safety or general product-safety considerations.

Rug Love sells products made by multiple manufacturers using different fibres, finishes and production methods. We do not apply PFAS treatments or other aftermarket chemical finishes to rugs ourselves.

We do not make a blanket claim that a particular rug is PFAS-free, chemically untreated or treated with a particular substance unless this has been confirmed by the manufacturer or supported by appropriate product documentation.

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.