Terms of service

Effective date: 10/09/2026

These Terms and Conditions apply to the use of Rugoutlet.uk and to orders placed with us.

Please read these Terms carefully before placing an order. Nothing in these Terms affects any statutory rights which cannot lawfully be excluded or restricted.

1. About Us

Rugoutlet.uk is a trading name of:

RUGMASTER LTD
Company number: 13034631
Registered in: England and Wales
Registered office: 24 Aylmer Parade, Aylmer Road, London, N2 0PE, United Kingdom
VAT Registration Number: 472 1659 81
Email: info@rugoutlet.uk
Telephone: 020 8341 9191

RUGMASTER LTD is a private limited company registered in England and Wales.

2. Definitions

In these Terms:

“we”, “us”, “our” and “Rugoutlet” mean RUGMASTER LTD trading as Rugoutlet.uk.

“Consumer” means an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

“Business Customer” means a person or organisation purchasing wholly or mainly for business purposes.

“Product” includes any rug, carpet, kilim, runner, underlay or other goods offered through our website.

3. Website Listings Are Invitations to Purchase

Products displayed on our website constitute an invitation to customers to make an offer to purchase and do not themselves constitute a binding offer by us.

Product availability, descriptions, dimensions, photographs and prices are subject to verification before an order is accepted.

Submitting an order through the website constitutes an offer by you to purchase the selected Product subject to these Terms.

4. Order Acknowledgement

After you place an order, we will normally send an automated email acknowledging receipt of your order.

An order acknowledgement is not acceptance of your order and does not create a binding contract.

The processing of your payment, authorisation of your payment card or receipt of funds does not by itself constitute acceptance.

5. When a Contract Is Formed

Our acceptance of your order occurs when we send you a dispatch confirmation confirming that the relevant Product has been dispatched.

A binding contract for that Product is formed at that time.

If an order contains more than one Product and the Products are dispatched separately, a separate contract is formed for each Product when dispatch of that Product is confirmed.

We may contact you before dispatch where we need to verify any aspect of the order.

6. Right to Decline an Order Before Acceptance

Before we have accepted an order, we may decline all or part of it where there is a reasonable basis for doing so, including where:

The Product is unavailable or has already been sold.
Our website, inventory system or supplier information contained an error.
An incorrect price has been associated with a Product or size variant.
A Product description, dimension, photograph, specification or stock status is materially incorrect.
Payment cannot be authorised or verified.
We reasonably suspect fraudulent or unauthorised activity.
Delivery cannot reasonably be made to the address supplied.
An offer, promotion or discount has been applied incorrectly.
The quantity ordered appears to result from an obvious website or system error.
we are unable or legally prohibited from supplying the Product.

Where payment has already been taken for an order which we do not accept, we will refund the relevant amount to the original payment method without undue delay.

7. Prices

All prices displayed to UK consumers on Rugoutlet.uk are in pounds sterling and include VAT at the applicable rate, unless expressly stated otherwise.

Delivery charges, where applicable, will be displayed before you complete checkout.

Prices may change from time to time. A price change will not affect an order that has already been validly accepted, except where applicable law concerning mistake or pricing errors applies.

For Business Customers, a VAT invoice can be provided where appropriate.

8. Pricing, Variant and Technical Errors

We take reasonable care to ensure that our prices are accurate. However, technical, human, data-entry, supplier-feed, inventory-sync or variant-association errors can occasionally occur.

This is particularly relevant where one design is offered in multiple dimensions, colours or specifications at different prices.

Where an incorrect price is identified before we have accepted the order, we may:

decline the order and refund any payment already taken; or
contact you and give you the opportunity to purchase the Product at the correct price.

We are not obliged to accept an order at an incorrect price merely because payment has been authorised or taken.

Where a contract has already been formed and the price is obviously and unmistakably incorrect and could reasonably have been recognised as an error, we reserve all rights available to us under applicable law, including the law relating to mistake.

9. Product Availability

Many rugs sold by Rugoutlet are individual, handmade, vintage, antique or one-of-a-kind pieces.

Products may also be offered in our showroom, through other sales channels or through suppliers. Consequently, a product shown as “in stock” online may occasionally cease to be available before website inventory is updated.

An online stock indication is therefore not confirmation that an order has been accepted.

If a Product becomes unavailable before acceptance, we may decline the order and issue a full refund of any amount paid.

If a Product becomes unavailable after a contract has been formed, we will contact you promptly and deal with the matter in accordance with applicable law.

We will not substitute a materially different Product without your agreement.

10. Product Descriptions

We take reasonable care to describe Products accurately.

Information may include origin, construction, material, age, dimensions, colours, condition and other characteristics.

Because many rugs are handmade or have been produced using traditional methods, descriptions such as Persian, Afghan, Turkish, Oriental, tribal, handmade, hand-knotted, handwoven, vintage and antique describe characteristics or provenance based on the information reasonably available to us.

Where information has been supplied to us by a manufacturer, wholesaler, previous owner or other third party, we may rely on that information where it is reasonable to do so.

11. Actual Product Images and Representative Images

One-of-a-kind rugs

Where a Product page expressly states that a rug is “one of a kind”, “unique”, “actual rug photographed” or words to that effect, the photographs are intended to show the individual rug being offered for sale.

Multi-size and repeatable designs

Where a rug design is offered in multiple sizes, colours or quantities, the photographs may show a representative example or one particular size of that design rather than the exact physical rug that will be supplied.

Different sizes of the same design may differ in:

pattern scale;
motif placement;
border proportions;
colour distribution;
pile appearance;
sheen;
texture; and
overall proportions.

Where the exact appearance of an individual rug is especially important, customers are welcome to contact us before ordering and request confirmation or additional photographs where available.

A representative photograph does not mean that we may supply a materially different design, colour or Product from that ordered.

12. Colour and Appearance

We make reasonable efforts to reproduce colours accurately.

However, the appearance of a rug may vary depending on:

computer, tablet or mobile display settings;
brightness and colour calibration;
ambient and artificial lighting;
photography conditions;
viewing angle;
direction of the rug pile;
natural or vegetable dyes;
age and oxidation;
wool, silk or viscose sheen; and
natural variation between handmade pieces.

Accordingly, a reasonable variation in colour or appearance arising from these factors will not by itself amount to a defect.

This provision does not apply where the Product is materially different from the description or representations made to the customer.

13. Handmade Characteristics and Natural Variations

Handmade, hand-knotted and handwoven rugs are not manufactured to the same uniform tolerances as machine-produced goods.

Characteristics which can naturally occur include:

slight asymmetry;
variations in weave or knotting;
minor differences in pile height;
small irregularities in pattern alignment;
colour variation or abrash;
variations in fringe length;
slightly uneven edges;
differences in wool texture;
minor variations between opposite ends or sides; and
traditional weaving characteristics.

Where consistent with the nature, age and description of the rug, these characteristics are part of handmade manufacture and are not necessarily defects.

14. Dimensions

We make reasonable efforts to provide accurate dimensions.

Handmade rugs, vintage rugs and antique rugs may not be perfectly rectangular. Width and length can therefore vary slightly depending on the point at which the rug is measured.

Where a measurement is stated as approximately, approx., or otherwise identified as nominal, reasonable minor variations should be expected.

For Products manufactured in several standard sizes, actual finished dimensions may vary slightly within normal manufacturing tolerances.

If an exact finished dimension is essential for your intended space, we recommend contacting us before purchasing so that the particular Product can be checked where practicable.

Nothing in this section excludes consumer rights where the supplied Product materially differs from the dimensions stated in the contract.

15. Vintage and Antique Rugs

Vintage, antique and pre-owned rugs may exhibit characteristics associated with their age and previous use, including:

wear;
low or uneven pile;
fading;
colour variation;
historical repairs;
replaced or shortened fringes;
irregular edges;
patina;
oxidation;
marks or staining;
minor losses; and
evidence of previous restoration.

Where such characteristics are disclosed in the description or reasonably visible in the photographs and are consistent with the age and nature of the rug, they are not automatically defects.

This does not exclude liability for material damage or defects that should have been disclosed but were not.

16. Natural Behaviour After Purchase

Depending on construction and materials, rugs may naturally experience some initial shedding, flattening of pile, pile reversal, sprouting of individual fibres or variation in appearance after use.

Colour can also change over time due to sunlight, wear, cleaning and environmental conditions.

These natural characteristics do not amount to defects where they are consistent with the material and normal use of the Product.

Customers should follow suitable rug-care instructions and use an appropriate underlay where recommended.

17. Payment

Payment methods available will be shown during checkout.

We may use third-party payment providers to process transactions securely.

A payment being successfully processed does not mean that we have accepted the order. Acceptance occurs only as described in section 5.

Where an order is declined before acceptance after payment has been received, the amount received will be refunded.

18. Delivery

Available delivery methods and any charges will be displayed at checkout or communicated before the order is accepted.

Estimated delivery dates are estimates unless we have expressly agreed a guaranteed delivery date with you.

We are not responsible for delay caused by circumstances outside our reasonable control, but where such a delay gives a Consumer a statutory right to cancel or obtain another remedy, those rights remain unaffected.

For Consumers, responsibility for the Product generally remains with us until it has been delivered into your physical possession or that of a person you have identified to receive it, subject to applicable law.

Please inspect deliveries as soon as reasonably practicable and inform us promptly of transit damage. Failure to notify a carrier immediately does not remove statutory rights that cannot lawfully be excluded.

19. International Orders, Duties and Taxes

For deliveries outside the United Kingdom, customs procedures, local taxes, import VAT, duties and handling charges may apply.

Unless checkout or your order confirmation expressly states that such charges are included, the recipient is responsible for any import duties, taxes or customs charges imposed by the destination country.

We are not responsible for delays caused by customs authorities which are outside our reasonable control.

International customers remain responsible for checking any local import restrictions before ordering.

20. Consumer Right to Cancel Online Purchases

Consumers purchasing eligible Products online normally have a statutory right to cancel without giving a reason.

For goods, the statutory cancellation period generally ends 14 days after the day on which the customer, or a person nominated by the customer, receives the goods.

After notifying us of cancellation, the customer normally has a further 14 days to return the goods.

These rights are separate from any additional voluntary return policy we offer.

21. Rugoutlet 30-Day Voluntary Returns

In addition to statutory rights, we offer a 30-day voluntary return period on eligible standard-stock rugs.

A customer wishing to use this extended policy must contact us within 30 days of delivery.

For returns made after the statutory cancellation period but within our voluntary 30-day period, the Product must:

be unused other than reasonably necessary inspection;
not have been damaged, altered, cleaned or treated;
not contain new stains, odours, pet damage or other deterioration;
be returned securely packaged; and
otherwise be in materially the same condition as supplied.

Our voluntary return policy does not reduce statutory rights.

22. Products Excluded from Change-of-Mind Returns

Statutory and voluntary change-of-mind cancellation rights may not apply to goods made to the consumer's specifications or clearly personalised.

This may include rugs which, at the customer's request, have been:

cut to a bespoke size;
resized;
altered;
specially ordered to a unique specification;
personalised; or
otherwise specially commissioned.

This exception does not remove rights where such Products are faulty, misdescribed or otherwise fail to comply with applicable law.

23. Return Costs

For change-of-mind returns, the direct cost of returning a Product will be borne by the customer unless the relevant Product page, promotion or order confirmation expressly states that Rugoutlet will provide free return delivery.

Where a Product is faulty, materially misdescribed, incorrectly supplied or otherwise gives rise to a legal right to return at our cost, we will deal with reasonable return costs in accordance with applicable law.

Because rugs can be large and heavy, customers should contact us before arranging a return.

24. Refunds

Where a Consumer validly exercises a statutory cancellation right, refunds will be provided in accordance with applicable law.

Where appropriate, we may wait until the Product is returned or until evidence of return is supplied before issuing the refund.

Where handling has gone beyond what would reasonably be necessary to inspect the Product and its value has been diminished, we may make a lawful deduction for that reduction in value.

Where standard outbound delivery was charged, any refund of outbound delivery charges will be limited to the cost of our least expensive standard delivery option where permitted by law.

Refunds will normally be made using the original payment method.

25. Sale, Clearance and Ex-Display Products

Products sold at a sale, promotional, clearance or ex-display price retain all statutory consumer rights.

The condition of an ex-display, vintage or clearance Product may differ from a new Product and will be described where relevant.

Our extended voluntary return policy may contain different conditions for clearly identified clearance or ex-display goods, provided these are disclosed before purchase and do not reduce statutory rights.

26. Faulty or Misdescribed Products

We have a legal duty to supply Products that conform to the contract.

Consumers have statutory rights where a Product is faulty, not of satisfactory quality, not fit for an agreed purpose or does not match its description.

Nothing in these Terms excludes or restricts those rights.

27. Additional Warranties

Unless a Product page expressly states otherwise, we do not provide an additional commercial warranty beyond the rights provided by law.

Where we expressly provide an additional guarantee or warranty, its terms will be explained separately and it will operate in addition to, and not instead of, statutory consumer rights.

28. Customer Care and Use

Customers are responsible for using and caring for Products appropriately.

To the extent permitted by law, we are not responsible for damage arising from:

misuse or neglect after delivery;
inappropriate cleaning products or methods;
cleaning or repairs performed by third parties;
pet damage;
moth infestation arising after delivery;
burns, cuts or accidental damage;
excessive moisture;
unsuitable storage;
prolonged direct sunlight;
failure to follow material-specific care advice; or
normal wear and tear.

This clause does not apply where the damage resulted from a fault which was present when the Product was supplied or from something for which we are legally responsible.

29. Our Liability to Consumers

We are responsible for loss or damage suffered by a Consumer that is a reasonably foreseeable result of our breach of contract or our failure to exercise reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Where you are purchasing as a Consumer, we are not responsible for losses relating to your trade, business, profession or commercial activity, including loss of profit, revenue, business opportunity or business interruption.

We are not responsible for loss resulting solely from:

information supplied inaccurately by the customer;
misuse of a Product;
failure to follow reasonable care instructions;
characteristics of handmade or vintage Products which were clearly disclosed;
reasonable colour or appearance variation described in these Terms; or
events outside our reasonable control,

except where applicable law provides otherwise.

30. Liability We Do Not Exclude

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

In particular, nothing excludes or restricts liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
statutory rights relating to faulty, unsafe or misdescribed goods; or
any other liability which cannot lawfully be excluded or restricted.

31. Business Customers

If you are purchasing wholly or mainly for business purposes, the consumer-specific provisions of these Terms do not apply where the law permits.

To the fullest extent permitted by law:

all warranties, conditions and terms implied by law which may lawfully be excluded in a business-to-business transaction are excluded;
we will not be liable for indirect or consequential loss;
we will not be liable for loss of profit, revenue, business, contracts, anticipated savings, goodwill or business opportunity; and
subject to liabilities that cannot legally be limited, our total aggregate liability arising from an order shall not exceed the price paid for the Product giving rise to the claim.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence.

32. Events Outside Our Reasonable Control

We are not responsible for delay or failure to perform caused by circumstances outside our reasonable control, such as severe weather, transport disruption, industrial action, border or customs delays, war, civil disturbance, fire, flood, epidemic, government restrictions, major telecommunications failure or carrier disruption.

We will take reasonable steps to minimise the effect of the event.

If the event materially prevents performance, either party may have rights to end the contract under applicable law.

33. Website Availability and Technical Errors

We aim to keep Rugoutlet.uk available and accurate but cannot guarantee that the website will always operate continuously or without technical interruption.

The website may occasionally contain technical faults affecting:

stock information;
Product variants;
prices;
images;
discount calculations;
dimensions;
descriptions;
checkout information; or
availability.

Discovery of an error will be handled in accordance with these Terms and applicable law.

This clause does not remove any rights relating to an order already validly accepted.

34. Website Content

Website material is provided for the purpose of helping customers select and purchase Products.

Room-set photographs, lifestyle photographs, digitally staged images and other illustrative content may be used for inspiration. Unless expressly stated otherwise, these images should not be relied upon to establish the precise dimensions or scale of a Product in a customer's own room.

The Product listing, selected variant and order details should be checked before completing a purchase.

35. Intellectual Property

Unless otherwise stated, the Rugoutlet.uk website and its original text, photographs, graphics, branding, designs and other content are owned by or licensed to RUGMASTER LTD.

Content may not be reproduced, republished, commercially scraped, distributed or used for commercial purposes without permission, except where permitted by law.

Third-party trade marks and content remain the property of their respective owners.

36. Fraud and Misuse

We reserve the right to take reasonable steps to verify orders and payment details.

We may decline an order before acceptance where we reasonably believe that:

payment is unauthorised;
information supplied is fraudulent;
a promotion is being abused;
website functionality has been intentionally manipulated; or
an order is otherwise unlawful.

37. Personal Information

Personal information is processed in accordance with our Privacy Policy and applicable data-protection law.

Our Privacy Policy is separate from these Terms.

38. Complaints

Customers can contact us at:

Rugoutlet.uk / RUGMASTER LTD
24 Aylmer Parade
Aylmer Road
London
N2 0PE
United Kingdom

Email: info@rugoutlet.uk
Telephone: 020 8341 9191

We aim to resolve complaints fairly and promptly.

39. Changes to These Terms

We may update these Terms from time to time.

The Terms applicable to an order will be the version that applied when the customer placed that order.

Changes to our Terms will not retrospectively alter existing contracts.

40. Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

41. No Waiver

If we do not immediately enforce a right available to us, this does not mean that we have waived that right.

42. Third-Party Rights

Unless expressly stated otherwise, these Terms do not give any third party the right to enforce any provision of the contract.

43. Governing Law and Jurisdiction

These Terms and contracts between Consumers and Rugoutlet are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in the country in which the Consumer resides.