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Terms & Conditions
Terms & Conditions
Our Terms
Welcome to the Express Rugs website (expressrugs.co.uk). These Terms & Conditions, together with our Privacy Policy and associated policies, govern your use of our website and the purchase of any goods from us, whether online, in our showroom, over the telephone, or by email. By accessing our website and placing an order, you agree to be bound by these Terms & Conditions.
The terms “Express Rugs”, “expressrugs.co.uk”, “we”, “our” or “us” refer to Express Rugs Limited, registered in England and Wales with registered office at W12–W13 Westpoint, Middlemore Lane West, Aldridge, Walsall, WS9 8DT. The term “you” refers to the user, customer, or viewer of our website.
1. Product Information
- 1.1 We take care to ensure that all product descriptions, images, and specifications are accurate. However, variations may occur due to the nature of rugs and differences in colour display on screens. We cannot accept responsibility for minor variations in colour or texture.
- 1.2 Handmade rugs (including hand-knotted, hand-woven, and hand-tufted rugs) may vary by up to ±5% in size due to the nature of the materials and craftsmanship. Such variations are not considered defects.
- 1.3 Unless otherwise stated, rugs on our website are intended for domestic use. It is your responsibility to ensure that the rug purchased is suitable for the intended environment (for example, with underfloor heating, high foot traffic, or pets).
2. Pricing and Payment
- 2.1 All prices are stated in GBP (£) and are inclusive of VAT (where applicable). Delivery to Mainland UK is free on all orders. Additional delivery charges may apply outside Mainland UK — see our Delivery Info page for further details.
- 2.2 We reserve the right to cancel or refuse any order prior to delivery if there are errors in pricing, stock shortages, payment issues, or fraudulent activity. If payment has already been taken, a full refund will be issued.
- 2.3 Payment must be received in full before goods are dispatched. Where payment details cannot be verified, we may require additional security checks (including verification letters for orders with differing billing and delivery addresses).
3. Custom Made Rugs (CMRs)
- 3.1 A custom made rug (CMR) is manufactured to your specific order (e.g. custom length, width, material, weave type). CMRs are not held in stock and are non-returnable.
- 3.2 Once a CMR order is placed, it cannot be cancelled. Please check your order details carefully before confirming.
- 3.3 We will provide an estimated delivery timeframe for CMRs; however, this is not guaranteed. We will notify you of any substantial delays.
- 3.4 Upon delivery of a CMR, you must check the rug promptly. If there are any issues, you must notify us within 2 days of delivery. Failure to do so will be deemed acceptance of the item.
4. Delivery
- 4.1 Delivery to Mainland UK is free. For deliveries outside Mainland UK (including Northern Ireland, Scottish Highlands, and international orders), additional charges may apply. Full details can be found in our Delivery Info.
- 4.2 We aim to dispatch orders within 1–2 working days. In the rare event of delays beyond three working days, we will contact you promptly with an update.
- 4.3 Couriers will normally attempt delivery twice before holding the item at their depot. If uncollected after seven days, items will be returned to us and a redelivery fee may apply.
- 4.4 Risk in the goods passes to you upon delivery to the specified address. Ownership passes once full payment has been received.
5. Returns & Refunds
- 5.1 We offer returns within 28 days of delivery, provided the goods are in as-new/unused condition. Returns are subject to the conditions outlined in our Refunds & Returns Policy.
- 5.2 In cases of buyer’s remorse or change of mind, you are responsible for the return postage. We recommend a tracked and insured courier service.
- 5.3 Faulty, damaged, or incorrect items must be reported within 48 hours of delivery, with photographic evidence. Where a fault is established, we will cover return postage and offer a replacement or refund.
6. Lowest Price Guarantee
- 6.1 We are committed to competitive pricing and operate a Price Match Promise. If you find the same rug (including VAT and delivery) at a lower price from a VAT-registered UK retailer, we will not only match it but also offer a further 2.5% discount.
- 6.2 Claims must meet the conditions set out in our Price Promise Policy.
7. Intellectual Property
- 7.1 All content on this website, including design, layout, text, images, and graphics, is the property of Express Rugs or licensed to us. Reproduction without prior written consent is prohibited.
- 7.2 All trademarks reproduced on this website, which are not the property of or licensed to Express Rugs, are acknowledged.
8. Limitation of Liability
- 8.1 We shall not be liable for indirect or consequential loss, including but not limited to loss of profits, loss of opportunity, or loss of goodwill.
- 8.2 Our total liability in respect of any order is limited to the value of that order.
- 8.3 Nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
9. External Links
- 9.1 This website may contain links to third-party websites. These links are provided for your convenience only and do not signify endorsement. We are not responsible for the content or practices of linked websites.
10. Governing Law
- 10.1 These Terms & Conditions and any disputes arising in connection with them are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.
11. Contact Us
If you have any questions regarding these Terms & Conditions or any of our policies, please contact us:
Contact Us
Got a question about this policy, your order, or anything else? We’re always happy to help. Drop us an email, send a secure message or give us a call on 0121 516 1824.
