Legal
Terms & Conditions
Please read these terms carefully before placing your order
Last updated: January 2026
1. About Us
Rug Luxury is a trading name of We Build Stores Ltd, a company registered in England. These terms govern your purchase of products from our website.
Contact:
Email: tony.cooper@webuildstores.co.uk
Phone: 01952 407599
2. Placing an Order
When you place an order through our website, you are making an offer to purchase products. We will send you an order confirmation email, but this does not mean your order has been accepted.
A contract between us is formed only when we dispatch your order and send you a dispatch confirmation. We reserve the right to decline any order for any reason.
3. Pricing and Payment
All prices are shown in pounds sterling (GBP) and include VAT where applicable. Delivery charges are shown separately at checkout.
We take reasonable care to ensure prices are correct, but errors may occur. If we discover a pricing error, we will contact you before dispatching your order to give you the option to proceed at the correct price or cancel.
Payment is taken at the time of order. We accept major credit and debit cards. All payments are processed securely through our payment provider.
4. Product Descriptions
We make every effort to display products accurately, but colours may vary slightly depending on your screen settings. Handmade rugs may have variations in colour, pattern, and size - this is a characteristic of handcrafted items, not a defect.
Rug dimensions are approximate. Handmade rugs may vary by up to 5% from stated dimensions. If exact sizing is critical, please contact us before ordering.
5. Rug Care
All rugs require appropriate care to maintain their appearance and longevity. Please follow any care instructions provided with your rug. We recommend:
- Using a rug pad to prevent slipping and extend rug life
- Regular vacuuming on appropriate settings
- Professional cleaning for valuable or handmade rugs
- Rotating your rug periodically to ensure even wear
6. Delivery
Full details of our delivery service, timeframes, and charges are set out on our Delivery & Returns page.
Delivery times are estimates and not guaranteed. We are not liable for delays outside our reasonable control.
Rugs may arrive rolled and may need time to flatten. This is normal and not a defect.
7. Returns and Refunds
You have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013. To exercise this right, you must inform us clearly of your decision to cancel.
Beyond your statutory rights, we offer a 30-day returns policy for unused rugs in their original packaging. We understand rugs need to be seen in your space. Full details are on our Delivery & Returns page.
Refunds will be processed within 14 days of receiving the returned goods. We will refund the original payment method.
8. Faulty or Damaged Goods
If your rug arrives damaged or you notice a manufacturing defect, please contact us immediately. You may be entitled to a replacement or refund under the Consumer Rights Act 2015.
Please photograph any damage or defects before contacting us. Do not dispose of damaged items or packaging until we have advised you.
9. Our Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
Subject to the above, our total liability to you for any claim arising from or related to your purchase shall not exceed the price you paid for the product(s).
We are not liable for any indirect, consequential, or special losses, or for losses arising from events outside our reasonable control.
10. Your Responsibilities
You are responsible for ensuring that rugs are suitable for your intended use and location. If you are unsure, please contact us before ordering.
You must follow any care instructions provided. Damage caused by improper care, including water damage, staining, or inappropriate cleaning, is not covered.
11. Intellectual Property
All content on this website, including text, images, and design, is owned by us or our licensors. You may not copy, reproduce, or use any content without our written permission.
12. Changes to Terms
We may update these terms from time to time. The terms that apply to your order are those in force at the time you place your order.
13. Governing Law
These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
If you are a consumer, you may also have additional rights under the laws of the country where you live.
14. Contact Us
If you have any questions about these terms, please contact us:
Email: tony.cooper@webuildstores.co.uk
Phone: 01952 407599