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Terms & Conditions

Welcome to the Croydon Rugs website terms of use. These terms of use, our terms and conditions as well as our privacy policy apply to the use of this website at https://www.croydonrugs.com/.

By accessing this website and/or placing an order, you agree to be bound by these terms and conditions.

By using this website, you indicate that you accept these terms and conditions irrespective of whether or not you choose to order from us.

Please do not use this website if you do not accept these terms.

General Disclaimer

Please note, the images and descriptions are shown per rug are intended as your reference for the quality and look of the item you will receive, taking into consideration, that screen resolution and eye appreciation may differ at any time and from person to person, We hope that this matches your expectation and helps you to make a decision to purchase from us.

We cannot accept any responsibility for misrepresentations or mismatching colours into your living space but hope the rug you order from us suits to its best.

All sizes, density and pile height displayed are approximate, especially with regard to hand-made products.

Privacy & Security Policies

We collect only the basic personal details required to process your order. We do not store any customers financial or credit card details in any form. We will not trade, resell, sell, or redistribute information that you provide to us, to any other companies, organisations or individuals. Any pages where you enter or amend personal details are encrypted. All secure pages will begin with https://. At the stage when you enter your credit card details, you will be passed on to a Secure Order Processing page hosted by Sage Pay. We do not collect any card details from you directly. We may also store information about you using cookies (files which are sent by us to your computer or another access device) which we can access when you visit our site in future. We use cookies that remain in the browser for one hour to keep track of visitors and to link them to their shopping cart when not signed in. We retain only the basic personal details for registered customers so they do not need to re-enter information and can view their order history. If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies.

Information on deleting or controlling cookies is available at AboutCookies.org. Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our site.

Cookies

croydonrugs.com uses cookies to deliver a convenient shopping experience. Cookies are used for a number of reasons namely to enable us to handle the contents of your shopping cart as well as information required when logging in. We also use cookies to measure and optimise our marketing. If your web browser is set not to accept cookies you will not be able to use the shop. If that is the case, you can easily change this setting.

Ordering

This website operates on an ‘invitation to treat’ basis and not as an ‘offer for sale’ as a result, Croydon Rugs (UK) reserves the right to decline any order received.

We reserve the right to correct any errors in the information on our website without liability to you. It also means that in no circumstances will we be contractually bound to supply you with rugs on the basis of any incorrect information

We will strive to deliver your order within 3 to 7 working days. We do not offer an express delivery service. Any orders processed over the weekends will be served from the following Monday and a dispatch confirmation email will be sent to you.

You may use the “search” feature of this website to locate a certain range or type of rug and/or categories of rugs offered within our existing collection.

Appointments

If you so wish, all our rugs can be physically viewed before making your purchase decision. An appointment can be booked through our website and a confirmation email will be sent to you.

You can check our availability before you make an appointment. Please bear in mind that there is no parking facility in front of the warehouse and you should arrange to come early to find a slot and walk if necessary. However, there is a Morrison’s Store with a large car park within a 10-minute walk from our warehouse. Please note that we do have a showroom in our warehouse, therefore our team will strive to prepare the rugs you wish to view and hopefully buy.

When filling the form, please try to ensure you have filled the required fields so that we know which rugs you are coming to view. It is our commitment to allow you enough time to view and feel the rug before you decide to purchase.

You can pay for the rug on site or go back to your place and issue the order with confidence through our web checkout process. If you decide to make the online purchase, we will reserve the product for 24 hours on your online account, agreed during your visit.

General Enquiries & After Sale Service

In case you need further assistance or more information and wish to speak to one of our team, you may place your inquiry through our Contact Form, filling the required fields and we will strive to get back to you within 24-hours.

Payment & Pricing

All transactions on this site are carried out in British Pounds Sterling. All prices are inclusive of VAT and shipping. We reserve the right to change our prices due to changes in exchange rates or changes in the world rug market.

We accept payments via PayPal. We will not be held responsible for pricing errors due to software malfunctions, or human error.

When placing an order, the agreement of purchase is reached when your payment has been confirmed through the online checkout process. Our acceptance of your order takes place when we dispatch your order and a confirmation email is sent to you. Your purchase contract will be made when we dispatch your order and not when we process your payment unless we have notified you that we do not accept your order or you have cancelled your order.

All our fine rugs go with a hassle free extra insurance for transit purposes, these rates are already calculated and included in the price of the goods including delivery.

Special Pricing Conditions

If your order comprises more than one (01) rug and you decide to return an individual rug valued under £75.00, we can collect the rug subject to a £15.00 fee deductible from your entitled refund.

i.e. the rug was £74.99, you’ll be refunded £60.00.
i.e.2. the rug was £19.99, you get a refund of £5.00.

Exchanges

Reviewing your order before placement of the former is at your completed discretion. Moreover, we issue an email order confirmation with details of the rug(s) on your order, you must re-check and reassure your order is accurate to your likes. Otherwise, give us a call or drop an email right away, before your order is collected and out for delivery, usually a 4-hour window will suffice this condition.

We cannot be held responsible for order misplacement, change of mind in colour or size (order the wrong size). A £20.00 fee is liable to you in order to get a replacement and collection of the unwanted goods. Thoroughly reviewing the details on your order receipt (emailed after checkout on this website) is entirely your responsibility.

In the unlikely case of you receiving a rug which is the wrong colour or size, due to mispicking the incorrect rug on our side, you are entitled to an exchange free of charge. You will get a replacement for the correct rug and collection of the mistaken one.

Shipping Rates

1_England & Wales – Zone A
Free delivery on any order value. Local pickup available.

1.1_Isle of Wight – Zone A *
Free over £150. Otherwise, rates start at £12.25 up to 20kg, then £0.22 per kg. *

1.2_Scilly Isles – Zone A *
Free over £250. Otherwise, rates start at £12.25 up to 20kg, then £0.22 per kg. *

2_CENTRAL BELT OF SCOTLAND – ZONE B
Free over £150. Otherwise, rates start at £9.75 up to 20kg, then £0.24 per kg. *

3_SCOTTISH HIGHLANDS – ZONE C
Free over £150. Otherwise, rates start at £18.75 up to 20kg, then £0.6 per kg. *

4_NORTHERN IRELAND – ZONE D
Free over £250. Otherwise, rates start at £25 up to 20kg, then £0.6 per kg. *

5_SOUTHERN IRELAND – ZONE E
We are not shipping to these locations at the moment.

6_SCOTTISH OFFSHORE ISLANDS – ZONE F
Add £40 up to 20 kg, then 0.70p per kg. (No free delivery option for this area)

7_CHANNEL ISLANDS – ZONE G
Add £38 up to 20kg, then 0.75 per kg. (No free delivery option for this area)

* If charges apply this is calculated at checkout.

Shipping Zones for Croydon Rugs deliveries

Price Promise

Having purchased a rug from our website, if you find an identical rug cheaper on a competitor’s website, offering our identical delivery terms, we guarantee to beat the price by a further £5-00 (this is NOT POSSIBLE at our current prices). We will require a copy of the link to a page where this is offered to validate our price promise, please submit this information to the email given in your invoice.
We do not offer to beat prices offered on auction or clearance websites.

Please note that our Price Promise applies to any single rug purchased over £75-00 at price. Any rug less than £75-00 in price does not benefit from a rebate price or further reduction.

Returns policy

Before returning a rug you must contact us to get a return dispatch note and our shipping label. Please use the contact information provided in your invoice. It is your responsibility that the rug arrives in our warehouse in an undamaged condition. Please make sure that the rug is well packed.
We cover all return shipping costs arranged using our shipping labels. It is our ambition that all our customers are completely satisfied with the rug(s) ordered and dispatched by us. We arrange safe return shipping with our partner delivery company.
When a return is completed the same form of payment you used for the purchase will be credited. If we receive a rug being returned without the proper return dispatch note the rug will be sent back to you at your expense. If a returned rug is not in the original condition, the return will not be accepted. In this case, you will not be refunded for the rug and you will be responsible for shipping costs to have the rug returned to the same shipping address as per your original order.

Rugs that are not received by the customer and returned to us

Our delivery partners strive to inform the customer of the time-slot within which their rug will be delivered. The customer must ensure that there will be a responsible person to receive the delivery within the time -slot agreed between the delivery company and the customer.
Rugs that are ordered but not received by the customer or are returned to us due to the customer or the customer’s representative not being present, will be charged the re-delivery costs including VAT plus for our administration costs.

Special order customised rugs will be charged the full price plus the re-delivery costs.

Cancellations

From the time you have paid through our online checkout process, you have 24 hours within which to cancel your order. After this period, your order will be considered under our “Returns Policy”. Please read carefully our Returns Conditions.

Error on delivery

If you receive an incorrect or a damaged rug or the incorrect quantity of rugs please contact our customer service, as shown on your invoice, immediately. The error must be reported within a reasonable time frame and no later than within 7 working days.

Transportation damages

On receiving your rug, any visible damage to the rug packaging must be reported directly and immediately to the delivery person when receiving the rug package. Hidden damages from transportation have to be reported as per our “Error on delivery” disclaimer, as soon as they are discovered and no later than within 7 days,

Heavily discounted products

Rugs in the “seconds” classification have minor flaws or faults which are shown in images of the rug and clearly stated in the description itself.
These items have a very specific description and well documented (photos) history and the reason for been sold under these conditions. By placing an order for these classified rugs, you accept our strict policy of having checked thoroughly this disclaimer, description and condition of the goods.
All these rugs are not subject to or covered by our warranty and return policies.

Discount Code, Gift Certificates, Coupons or Vouchers

Our PDO is only valid for the purchase of rugs sold via Croydon Rugs website and cannot be combined with other PDO’s. The PDO is valid until and including the date shown on the PDO. If you buy a rug with your PDO and decide to return the rug, you will receive another PDO with the same value of the original PDO certificate, coupon or voucher used for your order, any shipping costs incurred during the return of the rug are not subject to this offer and your new PDO will be reduced by the Return Shipping Charges.
If you have any balance from a previous purchase on your PDO you may use it for another rug purchased within the date established in your new issued balance, meaning all PDO’s have an established period of use.
If you are purchasing a rug with a higher value than the PDO, you must pay for the difference during the online checkout process.
The PDO’s should be considered as credit only to be used within Croydon Rugs website, Since it has a value, you should take care of it. The PDO is not a refundable sum nor can it be issued as cash. This is a valid form of discount that applies to new orders through the Croydon Rugs website.
Croydon Rugs will not accept liability for lost, stolen or damaged PDO’s, that is gift certificates, coupons or vouchers.
Any PDO is not cumulative or applicable to further discount on any single rug, otherwise stated. You are entitled to use the PDO for any one-time purchase through our website on the same day and you cannot split the use of a PDO for several orders on a given day.