Product Quality and Your Consumer Rights

Product quality and your rights

We carefully inspect our rugs and aim to describe their materials, dimensions, construction and condition accurately. Handmade, vintage and antique rugs may show natural variation or disclosed wear, but this does not affect your rights where goods are faulty, misdescribed or do not conform to the contract.

Faulty, damaged or incorrect goods

If a rug arrives damaged, is faulty, is incorrectly supplied or materially differs from its description, contact us as soon as possible at info@rugoutlet.uk or call 020 8341 9191. We will explain the available remedy and arrange reasonable return or collection where we are responsible.

Your remedies under the Consumer Rights Act 2015 may include repair, replacement, a price reduction or a refund, depending on the circumstances and timing.

Commercial warranties

We do not advertise a blanket five-year commercial warranty on every rug. If a particular product includes an additional manufacturer or commercial warranty, its specific duration, coverage, exclusions and claim process will be stated on that product page or supplied with the product.

Any additional warranty is separate from, and does not restrict, your statutory consumer rights. For change-of-mind returns, please read our Refund Policy.