Terms and Conditions

Your use of this website to purchase goods is governed by these terms and conditions as well as our privacy policy.


You can make a purchase by browsing our website and adding products to the shopping basket.
You then have the option to place your order online or over the phone on 0191 5492783.
Payment will be taken when goods are ordered.
All prices include VAT
If you place your order online you will be transferred to a secure payment page operated by Barclays EPDQ or Paypal depending on your choice of payment method. On this page you can enter your payment details. Your account will not be debited until you click on the 'Confirm Payment' button. You can also order by telephone 0191 5492783.


All of our online transactions are processed at time of order by Barclays PLC or Paypal Inc.
Our entire site is now using "hhtps" protocol to ensure that your connection to our site and connections to our payment partners are private and secure. You can confirm this by checking the green lock icon in the address bar.
In addition to this we ensure we are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS)
Our site is independently tested quarterly to ensure that high security standards are maintained, which significantly reduces the risk that our site will be compromised and credit card or other sensitive data will be stolen or misused.


a) We aim to deliver all orders within 7 - 10 working days of placing your order.

If the estimated delivery time is longer than 10 - 14 days and we can obtain a confirmed delivery date from our supplier on out of stock items we will give the option to wait for the order or process a full refund. If we cannot get a firm delivery time on new orders we will process a full refund and the item will be marked out of stock until dates can be confirmed.

Delivery times on out of stock items vary from supplier to supplier, dates are given in good faith based on the best information we have at the time of order, but please be aware these dates are subject to change.

Although we do carry extensive stocks not all products are in stock at all times, if you do require a quick delivery service or a more accurate delivery date please contact us to check stock positions prior to ordering.

b) Our standard free UK mainland deliveries take place between 9am and 5pm Monday to Friday. We are not able to specify a delivery timeslot on standard deliveries at time of order.

c) Our couriers do require that you sign for your order upon delivery. We can only leave your rug without a signature if you email us stating that you will take full responsibility should the goods go missing or become damaged as a result of being left without a signature.

d) Once your rug is ready to be despatched a tracking e-mail will be sent to you allowing you to track your delivery status. We are reliant on our couriers fulfilling the delivery and therefore can not be held responsible for any error on their part. On the rare occasion that a delivery date is missed or a delivery error is made by our courier please contact us and we will do our best to resolve the problem.

e) If delivery is attempted and you are not available to sign for the goods our couriers may attempt to deliver your order to a neighbour. If you do not wish for your order to be left with a neighbour please contact us with this request and we will instruct our couriers to deliver to your address only, this information can be typed into the comments box on the checkout page.

f) If our couriers are not able to deliver your order they will leave a card through your door asking you to contact them to arrange re-delivery on a different weekday and will hold your package at your local delivery depot for 5 working days. You must contact the couriers within this period to re-arrange delivery. Faliure to do this may result in your order being returned to ourselves.


We do our very best to ensure that the majority of our rugs are in stock and ready to be despatched, or in stock with our supplier and can be delivered within the estimated delivery dates on the product page or delivery information page, however occasionally an item may be out of stock. If this is the case we will notify you by e-mail with an estimated delivery date for your chosen rug, you have the choice to wait for the rug or cancel the order and we will process a full refund. If we cannot obtain a firm delivery date from our supplier we will process a full refund and cancel the order. You may call us on 0191 5492783 if you would like to check to see if a certain rug is in stock before ordering.


Acceptance of your order will take place only when we despatch the goods to you. Until we despatch your goods no contract will have been formed between you and us.
Although we hope to be able to supply all goods ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time before it has been accepted. Should we refuse your order we will notify you as soon as reasonably possible.


During the photography process we make every effort to accurately reproduce the appearance of each rug we sell. However circumstances outside of our control such as computer monitor settings can sometimes affect how colours are displayed on your screen. As the interpretation of colours can vary from person to person please be aware that any description of rug colours on our website are for guidance only. Photography lighting and computer monitor settings can also have an effect on how colours are displayed in our website product photography. We are unable to accept responsibility or cover the return carriage costs should there be a variation in colour within our images or descriptions unless they are significantly different to the online image or description.


Whilst every effort is made to manufacture to the correct size, variations are unavoidable. The British Standards Institute tolerance is + or - 1.25% either way. Clause 3 BS.3655. Any claim for tolerance in width or length outside 1.25% can only be considered after inspection of the rug by a representative of the Company.


Under the Consumer Contracts Regulations you may return any rug purchased from us for a full refund so long as you inform us in writing or by email within 7 working days of your order being delivered. We request that you then return the goods to us within 14 working days. You are responsible for arranging the return and the return postage costs, unless the rug is significantly different as shown / described or the item is deemed as faulty. Goods must be returned unused in the same condition as they were sent. We would recommend returning goods via a professional courier service, we provide information for suitable couriers to use if you do not have a preferred delivery company, details on request.

You must inform us by email that you intend to return your rug before sending it back to us. We can then add you to our Customer Returns List. When returning goods you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING OR ORIGINAL DELIVERY PACKAGING. No refund can be issued if goods are badly wrapped and are soiled or damaged when in transit.

IMPORTANT: Please include your name and order number on the outside of the packaging to enable us to identify and refund your order.

We will process all refunds within 24 hours of receipt of goods returned, we can only refund the debit, credit card or Paypal account used for the original purchase. Please note the time taken for a card refund to be credited to your account will depend on your bank or credit card issuer.

The return address is as follows:

Returns Dept
Rugstore NE
6 Station Road
Tyne & Wear

In the unlikley event that:

a. The wrong rug design or size has been delivered to you;
b. There is a shortage in delivery;

Please notify us promptly and we will offer the following remedies:

a. Arrange a collection (Monday to Friday, between 9am and 5pm) if the wrong rug has been delivered in error. Following this the correct rug will be despatched. We will arrange a specific day with you for the collection to take place.
b. Make good on any delivery shortages. All delivery shortages will be checked against our despatch notes and shipping logs for verification.


Under the Consumer Contracts Regulations you have a 14 days day cooling off period in which you may cancel your order. Please refer Section 6 of our website terms and conditions for information on returning goods.


We may cancel the contract between us if:

a. The goods you have ordered are unavailable for any reason;
b. We do not deliver to your area; or
c. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.


a. All our rugs are guaranteed against manufacturing defects for a period of one year from date of purchase unless stated otherwise.

If goods supplied are deemed to be faulty the manufacturer will repair the goods to your satisfaction or replace the goods, proof of purchase must be supplied with details of the fault within 12 months of the purchase date.


a. Limitations on our liability to you

You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Please note that nothing in this section of these terms and conditions is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you.


a. Events beyond our control

We shall have no liability to you for any failure to deliver or collect goods or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.

b. Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

c. Privacy

You acknowledge and agree to be bound by the terms of our privacy policy.

d. Third party rights

A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

e. Governing law

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

f. Entire agreement

These terms and conditions together with our terms of use and privacy policy, your order and our acceptance set out the whole of our agreement relating to the supply of the goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Except for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.


You may not reproduce, modify or in any way commercially exploit any of the content without prior written permission from rugstorene.co.uk.Written materials provided in printed or electronic form to you by rugstorene.co.uk may not be modified, adapted, translated, or used to create derivative works without the prior written consent of rugstorene.co.uk.
Notwithstanding the above, you may download (including caching) and use the images on this website provided that such use is for personal use only and not for personal gain.Rugstorene.co.uk status as the author of any content must always be acknowledged.
Any use of content not specifically permitted above is expressly prohibited.
Requests for permission for other uses may be sent to info@rugstorene.co.uk.
We reserve the right to charge a fee.