Terms & conditions

Welcome to Carpetrug. We want shopping for rugs and carpets to be simple, transparent and worry-free.

These Terms & Conditions explain how we process orders, calculate prices, arrange deliveries and handle returns. They also explain your rights when buying from our website.

Please read them before placing an order at https://carpetrugco.com/.

1. About Carpetrug

Our website is operated by Carpetrug LTD, trading as Carpetrug, a company registered in England and Wales.

Business name: Carpetrug LTD
Trading name: Carpetrug
Company registration number: 17046568

Registered office:

6 Bromley Road
Shipley, BD18 4DS
United Kingdom

Email: [email protected]
Telephone: +44 1274 592728

Customer service hours: Monday–Saturday, 10:00 AM–7:00 PM (UK time)

These terms apply to purchases made through our website. Nothing in them limits your statutory consumer rights.

2. Our Products

We sell standard rugs and carpets, including carpets cut to measurements selected by customers.

We aim to provide accurate product descriptions, photographs, dimensions, materials and prices so you can make an informed decision before purchasing.

Please keep the following in mind:

Product photographs are intended to show the design, colour and appearance of each item.
Colours may appear slightly different depending on your screen settings and lighting.
Room photographs may show a different size or shape from the option you select.
The product variation, size, shape and specifications selected during checkout determine your order.
Please check all measurements and product details before completing your purchase.

These points do not affect your statutory rights if a product is faulty, misdescribed or does not meet the agreed specifications.

3. Rug Sizes and Cut-to-Size Carpets

Standard Rugs

For standard rugs, you can choose from the available sizes, shapes and product variations shown on the relevant product page.

Please check your selection carefully before completing checkout.

Cut-to-Size Carpets

For carpets sold by measurement, you can select from the available roll widths:

2.5 metres
4 metres
5 metres

The minimum cut length is 4 metres.

Where supported by our product calculator, you can enter decimal measurements, such as 4.25 metres.

The price is calculated using the following formula:

Roll width × selected cut length × price per square metre.

For example, a carpet ordered at a roll width of 4 metres and a cut length of 5 metres is priced using 20 square metres.

Each selected carpet cut is added to your basket as a separate item.

Our calculator may allow longer measurements without a fixed maximum limit. However, very large carpet cuts remain subject to practical stock, handling and delivery requirements.

If we cannot fulfil a selected size or measurement, we will contact you promptly to explain the available options and provide an appropriate remedy, including a refund where required.

Please check your measurements carefully before ordering.

4. Prices and Payment

All product prices are displayed in British pounds sterling (GBP).

Carpetrug LTD is not currently registered for VAT, so VAT is not added separately to our product prices.

Our standard UK delivery charge is £9.95 per order.

We do not currently offer a free-delivery threshold or charge a separate carpet delivery surcharge.

The full amount payable, including the applicable delivery charge, is displayed at checkout before you confirm payment.

Payments are processed securely through Stripe.

Available payment methods are shown during checkout and may include supported debit cards, credit cards and digital wallets.

We do not add undisclosed mandatory charges or optional paid services without your agreement.

5. Placing an Order

Placing an order through our website involves the following steps:

Select your products, sizes and any applicable measurements.
Add your chosen items to the shopping basket.
Review the basket and correct any errors.
Enter your billing and delivery information.
Review the full order total, including delivery charges.
Choose an available payment method and confirm your order.

By confirming payment, you acknowledge that you are placing an order with an obligation to pay.

Your order is accepted when payment is successfully taken.

We will send an order confirmation to the email address provided during checkout.

Please keep this confirmation for your records.

If you notice a mistake in your order, contact us as soon as possible at [email protected].

We will try to help with changes where practical, particularly before an order has been prepared or dispatched.

6. Stock Availability and Order Problems

We make reasonable efforts to keep product availability, descriptions and prices accurate.

Occasionally, an item may become unavailable, a genuine pricing error may be identified or a delivery arrangement may prove impractical.

If a problem affects your order, we will contact you promptly.

We may discuss alternatives with you, but we will not substitute a product or charge additional amounts without your agreement.

If we cannot fulfil an accepted order as agreed, we will provide the remedies required by law, including a refund for the unfulfilled goods where appropriate.

Where a refund is due, we will arrange it without undue delay and aim to process it within 7 days.

Nothing in this section limits your contractual or statutory rights.

7. Delivery Charges and Times

We offer delivery to supported addresses throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland and UK island destinations covered by our delivery service.

Our standard delivery charge is £9.95 per order.

Our normal delivery schedule is:

Delivery stage	Estimated time
Order preparation	1–2 working days
Shipping and transit	2–3 working days
Total estimated delivery	3–5 working days

Our usual working schedule is Monday to Saturday, excluding applicable public holidays.

Daily order cutoff: 5:00 PM UK time.

Orders placed after the cutoff, on Sundays or on applicable public holidays will normally begin processing on the next working day.

Delivery times are estimates rather than guaranteed arrival dates.

Public holidays, remote destinations, adverse weather or transport disruptions may occasionally affect delivery.

If we become aware of a significant delay, we will contact you as soon as reasonably possible.

Where no delivery period has been agreed, we will deliver without undue delay and within the applicable statutory period, generally no more than 30 days after the contract is made.

Your legal rights concerning late or failed deliveries remain unaffected.

For full details, please read our Delivery & Collection Policy:

https://carpetrugco.com/delivery/

8. Large Rugs, Carpet Rolls and Collection

We use suitable delivery services based on the size, weight and destination of each order.

Royal Mail may be used for products within its size and weight limits. Larger rugs and carpet rolls may require alternative or specialist transport arrangements.

If an order cannot be delivered under the agreed arrangements, we will contact you to discuss the available options.

We will not impose additional delivery charges without your agreement.

Collection may be available by prior arrangement from:

Carpetrug LTD
6 Bromley Road
Shipley, BD18 4DS
United Kingdom

Please contact us before travelling to confirm availability and arrange a collection time.

Our registered address is not a walk-in showroom.

9. Responsibility for Goods During Delivery

We are responsible for your goods during delivery until they are received by you or someone you have identified to receive them.

If you independently arrange a delivery carrier that we did not offer as an option, responsibility may pass when the goods are handed to that carrier, as provided by UK consumer law.

If your order arrives damaged, is missing or is incorrectly delivered, please contact us promptly with your order number.

We will investigate and provide an appropriate remedy in accordance with your statutory rights.

10. Returns, Refunds and Exchanges

We want customers to feel confident when shopping with us.

We offer a voluntary 30-day returns policy for eligible standard rugs.

We accept returns for both defective and non-defective standard rugs, subject to the applicable return conditions and statutory rights.

For voluntary change-of-mind returns:

Notify us and return the eligible standard rug within 30 days of delivery.
The rug must be unused and in new condition.
Returns are normally made by mail.
Customers pay return postage and arrange their return shipping labels.
We do not charge restocking fees.
We do not offer a voluntary exchange programme.
We process approved refunds within 7 days of receiving the eligible returned item.

These voluntary conditions do not limit your statutory cancellation rights or your rights when goods are faulty.

Statutory Online Cancellation

For goods covered by the Consumer Contracts Regulations, you generally have the right to cancel an online purchase within 14 days after receiving the goods, without giving a reason.

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

You may cancel by emailing or writing to us with a clear statement of your decision. You do not have to use a particular form.

Where required by law, statutory cancellation refunds include the product price and applicable standard outbound delivery charges.

For statutory cancellations involving returned goods, we aim to process the refund within 7 days of receiving the goods or evidence that they have been sent back, whichever is earlier. Applicable legal refund deadlines always take precedence.

For change-of-mind cancellations, customers are responsible for direct return costs where lawfully applicable and disclosed before purchase.

If a product cannot normally be returned by post, we will provide information about the applicable direct return cost before purchase where required by law.

Any deduction for handling beyond what is necessary to inspect the goods will be made only where legally permitted.

Exchanges

We do not provide voluntary exchanges for changes of size, colour or design.

If you would prefer a different product, you may return an eligible rug and place a new order.

Your statutory right to a replacement for faulty goods is unaffected.

For complete return instructions, refund conditions and our optional cancellation form, please read:

Returns, Refunds & Exchanges Policy

https://carpetrugco.com/returns/

11. Cut-to-Size Carpets and Cancellation Rights

Carpets cut specifically to measurements chosen by a customer are excluded from our voluntary 30-day change-of-mind returns programme.

Under UK consumer law, goods genuinely made to a customer’s specifications or clearly personalised may also be exempt from the statutory 14-day cancellation right.

However, not every product cut or prepared after ordering automatically qualifies for this exemption.

Where a carpet does not legally qualify for the exception, the applicable statutory cancellation rights remain in place.

We aim to explain any product-specific cancellation restrictions clearly before you place your order.

Nothing in this section affects your rights if a carpet is faulty, damaged, incorrectly supplied or not as described.

If there is a problem with a cut-to-size carpet, please contact us so we can assess the issue and provide an appropriate remedy.

12. Faulty, Damaged or Incorrect Products

All products we supply must meet applicable requirements under the Consumer Rights Act 2015.

This includes requirements that goods must be:

Of satisfactory quality.
Fit for their intended purpose where applicable.
As described.
Consistent with the agreed product specifications.

If a product is faulty, damaged or incorrectly supplied, please contact us at [email protected].

Include your order number and a description of the problem. Photographs can be helpful but are not required to exercise your statutory rights.

Depending on the circumstances, you may be entitled to a refund, repair, replacement, price reduction or another statutory remedy.

Where required by law, we will cover reasonable return costs for faulty or incorrectly supplied goods.

Your statutory rights may continue beyond our voluntary 30-day returns period.

13. Carpet Fitting and Installation

Carpetrug supplies rugs and carpets but does not currently provide carpet fitting or installation services.

Customers are responsible for arranging any required fitting independently.

Please ensure measurements and product specifications are suitable for your intended space before ordering.

If you need help understanding product measurements or available options, our customer service team will be happy to assist.

This section does not affect your statutory rights concerning the products we supply.

14. Privacy and Cookies

We respect your privacy and handle personal information in accordance with applicable UK data protection law.

We use personal information to process orders, manage payments, arrange deliveries, respond to enquiries and provide customer support.

Our website also uses Google Analytics 4, Google Ads conversion tracking and a cookie consent management system.

Further information about how we process personal information and manage website cookies is available in our policies:

Privacy Policy:
https://carpetrugco.com/privacy/

Cookies & Website Storage Policy:
https://carpetrugco.com/cookies/

You can manage optional cookie preferences through our website’s consent controls.

15. Complaints and Customer Support

We aim to handle customer questions and complaints fairly and promptly.

If you have an issue involving an order, product, payment, delivery or refund, please contact our customer service team.

Email: [email protected]

Telephone: +44 1274 592728

Please provide your order number and a description of the issue so we can investigate.

We will review the matter and explain the available options.

Nothing in our complaints process restricts your right to pursue an applicable statutory remedy.

16. Your Statutory Consumer Rights

These Terms & Conditions do not remove, restrict or replace rights that cannot legally be excluded under UK consumer protection legislation.

These include applicable rights under:

The Consumer Rights Act 2015.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any part of these terms conflicts with mandatory consumer protection law, the applicable legal requirements will take precedence.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, without depriving consumers of mandatory protections that apply in their place of residence.

Any disputes will be handled in accordance with applicable law, including the rules determining which courts have jurisdiction.