Terms & Conditions
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Lowest
Price Promise "We strive to be the lowest price on all rugs. If you buy a rug from us and see it cheaper on another retailers website within 7 days we will refund you the difference how cool is that?" |
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Making a purchase.
Simply browse our online catalogue of rugs and find an item that you would like. To Purchase, select the size of the item you require in the drop down box and click add to basket. When you have finished choosing your selection, click on the checkout icon where your total bill, including any extra’s will be listed and calculated. Please take a moment to review that the items in your checkout are correct. You will then be asked to fill in your personal details and you will be sent an order confirmation number via email.
If you do not provide an email address or your email address is wrong then your confirmation will be posted to you by snail mail. This may take a few days and normally is dispatched at the same time as your order.
For those of you who either don’t trust the Internet security or are just happier dealing with a real person, you can telephone your order through if you prefer.
Freephone 0808 108 9657
Please feel free to ring us if you prefer as we like the personal touch and more information can be transmitted in a simple 10 minute two way telephone conversation than can be achieved in weeks of faxes and emails. This helps us ensure that you get the right rug for your requirements.*Our lines are extremely busy in the run up to Christmas and while we do want your call you may experience problems getting through until the end of December.
If you have a sales enquiry please email services@cool-rugs.co.uk if you can't get through on our sales line. Please do not leave a message as these have low priority in this very busy time.
Orders not in stock.
A small percentage of our orders are occassionally out of stock, both with us and our suppliers, which can often incur a longer wait. In the unlikely event that your order is not in stock and there may be a delay, we will contact you immediately to discuss the expected restock and delivery date. Whilst any delay can be frustrating, we ensure you that we are constantly chasing any outstanding orders at least three times a week and are doing everything in our power to make sure that your order is delivered as quickly as possible.
Faulty Goods
Please check all goods carefully as soon as you receive them. In the unlikely event that the goods are faulty, please let us know immediately and no later than 7 working days from date of receipt.Upon inspection, should your goods be confirmed to be faulty, we will offer you either a replacement or a *full refund, inc. cost of collection, whichever you prefer. Please ensure that we receive all faulty goods back within 14 days of receipt.
Please note that variation of colour is not accepted by us to constitute faulty goods - see Image Quality section - we do not accept responsibility for the cost of returning rugs whose colour has been misrepresented.*We regret that we can not refund International, Offshore, Saturday or Before 12noon delivery payments.
Cancellations
You have 24 hours from the time of order placement in which to cancel any internet placed orders.
Please make out all emails regarding cancellations to:
Returns/Money Back Guarantee
You have seven days from receipt of goods in which to inform us of returns for any reason, including faults. This must be done by email, within seven days to ensure that you have proof that you were inside our seven days money back guarantee return policy should any queries arrive at a later date.
Please make out all emails regarding returns to: returns@cool-rugs.co.uk
The cost of returning goods other than faulty or errors will be paid for by the customer.
Once you proceed with an online order with us you are switched to secured-url's secure servers. This is done a stage earlier than with most of our competitors who seem to feel it is only your credit card details which are important enough to be protected. We feel your identity is private too, so when you fill in the online order forms you are already connected to secure servers so not only are any potential crooks or peeping toms unable to nab your valuable credit card details but they are also unable to find out who you are, where you live or what you are buying. That’s the kind of privacy you deserve.
We use roman cart which provides secure sockets layer technology at 128 bit encryption. Portrayed by the Padlock Icon on the bottom of your browser window.For more information on our security double click the padlock icon when ordering.
Alternative Delivery Adresses
Orders may be delivered to an address that is not the cardholder's billing address, however please be advised that this may incur a slight increase in delivery time (usually two to three working days) whilst we undergo additional security measures for the prevention of fraud.
Colour and Images.
Please note that while every effort is made into accurately reproducing the colours of each rug, we do not accept any responsibility should there be a misrepresentation of colour and our rugs cannot be construed as faulty should the colour vary from the colour displayed by your computer screen as different brightness and contrast settings can make quite a difference.
VAT & Delivery
We are VAT registered and all prices shown include VAT at 17.5%. Whenever you are comparing prices on the Internet, check whether VAT is included in the price or is added later at the checkout stage of your purchase. We raise and post out VAT invoices for all orders.All UK mainland deliveries are free of charge.
Deliveries to Eire, Northern Ireland and all Offshore Islands are £30 per. order. including the Isle of Wight and Isle of Man.
All European and Worldwide deliveries are priced up individually - please contact us for a price.
Delivery times vary from between 3 - 15 working days ex. stock and as soon as your order is ready for dispatch we will ring or email you to arrange a firm delivery date. In the event of any delay we will contact you to advise you of the situation.
*Please note that we use independent carriers to deliver our rugs and while we endeavor to get all rugs delivered the next working day after dispatch from our warehouse, this cannot be guaranteed as once they have left here they are beyond our control.
Offshore deliveries and deliveries to parts of Scotland may take an extra day or so depending on how remote your location as may some deliveries to Eire and Northern Ireland.
We often get asked what time the goods will be delivered. All rugs are sent out via carriers on a next day service but our carriers will not give us times for deliveries. When rugs leave us they go to a central depot then are forwarded on to smaller local depots all around the country. The only way to get a timed delivery is to pay for one of our carrier's premium services.These are:
Mon-Fri before 10.00 a.m.£12.00
Mon-Fri before 1.00 p.m. £ 8.00
Saturday before 1.00 p.m. £18.00If you require an update on an existing order please send an email to deliveries@cool-rugs.co.uk
Your email will be dealt with as quickly as possible but please allow 24 hours.
Our Privacy Policy
All personal information we collect on you over secure servers is used for accounts purposes only to enable us to process your order quickly and efficiently. We will not give out any of your information to any third party.
All information is collected in accordance with the Data Protection Act 1998.
Please note that cookies are used to keep track of purchases on this web site. Please ensure that you adjust any browser security settings and/or security programs to enable the use of cookies when buying goods on our site. If you are unsure of your settings carry on as normal and if you encounter any problems using our site contact our customer service.
For further information about our privacy policy please emailAlternatively if you prefer to place an order over the telephone simply call us on our freephone number: 0808 108 9657
By placing an order on this web site you are accepting these terms and conditions and agree to be bound by them.
1. Our Terms and conditions
1.1 We reserve the right to update these terms and conditions at any time. Please check that you have read and understood our current terms & conditions. Last updated 6th January 2009.
1.2 These terms and conditions relate only to our www.cool-rugs.co.uk web site and not to our retail shop or any other web site.
2. Placing an order
2.1 You may place an order with us either by adding goods to either of our shopping carts and completing the checkout procedure or by placing an order with us over the telephone.
In both cases you will have ample opportunity to check the details of your order are correct.2.2 On completion of 2.1 above, you are now deemed to have placed an order with us and will receive an order acknowledgment by email and/or by post. When you receive this please check once again that your order details are correct. Contact us immediately if there are discrepancies.
3 Acceptance of an order
3.1 When the goods are ready for dispatch we will accept your order and contact you by telephone or email to arrange delivery. Until this time we are not deemed to have accepted your order and may refuse it for any reason including;
the goods no longer being available, or
the goods are incorrectly described or priced, or
trouble processing your credit card payment.
4. Processing payment
4.1 We may process payment for your order as soon as you place it or may wait until the order has been accepted. Processing of your payment is not deemed to be acceptance of your order.
5. Prices
5.1 All Prices include vat at the going rate (currently 17.5%) where applicable.
5.2 Prices may be changed at any time and all orders are processed at the current rate as displayed on our web site at the time the order is placed..
5.3 We guarantee to beat any genuine online price as defined by our Lowest Price Promise
6. Delivery
6.1 As soon as your order is ready for dispatch we will contact you to arrange delivery.
6.2 Our rugs are delivered via carriers on a next day service by reliable companies but please note that this is not a guarantee. Neither we nor our carriers will be held responsible in the rare event of non-delivery on the arranged day.
6.3 We will deliver to an alternative delivery address if specified, however this may slightly delay your order whilst we undergo additional security measures for the prevention of fraud. If this inconveniences any customers in any way we do apologise; we must however stress that this is deemed necessary in order to protect the privacy and security of our customers and products.
We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any capacity.
7. Returns, Faults and Cancellations
7.1 Once you have received your goods, you have 14 days in which you can return them should they be unsatisfactory for any reason. To be able to return the goods you must notify us within 7 working days of receipt of the goods of your intention of returning the goods and the reason for doing so. You would receive a full refund of the purchase price on their safe return within this time period..
It is your responsibility to pay for the cost of returning the goods. When we have received and inspected them and we are happy they have been returned in the same condition that they were dispatched, we will refund the total goods value.7.2 Please check all goods carefully as soon as you receive them. If the goods are faulty, please let us know immediately and no later than 7 working days from date of receipt and ensure they are returned/collected for inspection no later than 14 days of receipt.
Upon inspection, should your goods be confirmed to be faulty, we will offer you a replacement, a mutually agreeable re-selection or a full refund, inc. cost of collection, whichever you prefer.7.3 Please note that variation of colour is not accepted by us to constitute faulty goods and we do not accept responsibility for the cost of returning rugs whose colour is not as portrayed on your computer screen.
7.4 You have 24 hours from the time of order placement in which to cancel any internet placed orders.
Please make out all emails regarding cancellations to:
7.5 Custom made rugs and runners made to your own sizes and specifications are not returnable but samples of quality and colour are always provided to ensure you will be happy with the end product.
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