Rug Warranty & Defects

• To initiate a return or report all return scenarios, please use our Return Portal.
• If you're unsure or have questions, please contact us via the support bubble below — we’ll respond within 3 business hours.

• Before placing your order, please ensure you're familiar with our disclaimers on colour and design, wool and shaggy rug shedding, handmade rug imperfections, and our rug warranty and defects policy.
• At Rug Love, we go beyond generic colour labels. We provide a detailed breakdown of every shade present in each rug to help you make a more informed decision.

• Handmade Rugs Disclaimer
• Product Colour & Design Disclaimer
• Wool & Shaggy Rugs Shedding Disclaimer
• Rug Warranty & Defects Policy

• 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.

• 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.

• 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, so please take this into 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.

• 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 or if the care guidelines have been adhered to if the issue is reported months later.

• 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.

• 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.

• 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.
• At Rug Love, we pride ourselves on offering superior product descriptions and specifications that most rug retailers overlook. We include an in-depth breakdown of all colours and shades in each rug, along with material, pile height, pile weight, texture, pile type, and backing—ensuring you have all the details needed to make the perfect choice. We also lead the industry in showcasing in-situ user-generated content (UGC), being the first rug store to widely incorporate real-life images from Instagram and hundreds of our creators. Additionally, Rug Love is the only rug retailer to offer an AR rug visualiser, helping you preview how a rug will look in your space before you buy.

• We have tried to make our return process as simple as possible, providing comprehensive guidelines. 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.
• Start here: Return Portal.

We respond within 3 business hours.