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.

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:

cancellations@cool-rugs.co.uk

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.

Credit Card Security.

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. £18.00

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 email

privacypolicy@cool-rugs.co.uk

Alternatively if you prefer to place an order over the telephone simply call us on our freephone number:  0808 108 9657

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