Terms & Conditions

Your use of this website to purchase goods is governed by these terms and conditions as well as our privacy policy. Please read these documents carefully before using our site or placing an order. When placing an order you agree to these terms and conditions.


Rugs Direct 2U (a division of Carpets Direct 2U Ltd)
29 High Street

Telephone: 01922 691555
Email: info@rugsdirect2u.co.uk

Registered Office – 1 Anchor Road, Aldridge, Walsall WS9 8PT

Company Registration No: 05982607
Vat No: 792 5920 93


i) Make sure you have read and understand our terms and conditions.
It is your responsibility to read the legal terms on our website carefully and to raise any problems with us before you place your order. This includes these terms and conditions and our privacy policy.

ii) Browse information about our goods.
This website contains information that you will need to know before you place your order. This includes descriptions of goods, current prices (including VAT), delivery information and returns policies, etc.

The information about the goods on our website constitutes a guide only and is not a contractual offer from us which you may accept. This means that we reserve the right to correct any errors in that information without liability to you. It also means that under no circumstances will we be contractually bound to supply you with goods on the basis of any incorrect information, even if that information is repeated in your order.

iii) Select the goods you wish to purchase.
You may select any items you wish to purchase by clicking on the "add to basket/cart" button. You will be taken to your shopping basket/cart whenever you add a new item but you can also view the contents of your shopping basket/cart by clicking on the "shopping basket/cart" button. The shopping basket/cart screen lists your current selection of items with description, price and current subtotal. You can edit the contents of your basket/cart (i.e. remove items, change quantities, etc.)

iv) Making a Purchase
To purchase the items in your basket/cart and proceed with your order using our secure online purchasing facility, click on the "Checkout" button. You will then be asked to enter your email address and password if you are an existing user of the site, or to register if you are a new user. All of our online transactions are processed via Shop Pay for Visa and Mastercard.

If you prefer to speak to a member of our staff, please call on 01922 691555 and we shall be happy to process your order over the telephone

You will be asked to provide certain information we need to enable us to process your order such as your preferred delivery address and payment details. It is your responsibility to provide us with sufficient information to process your order.

v) Wait for acceptance of your order.
You may not assume we have accepted your order until you receive an acceptance from us by email. Only if and when you receive our acceptance will we have a binding contract between us.

You may receive acknowledgement from our payment processor advising you whether or not your credit or debit card payment has been authorised. This acknowledgement relates to your payment only and is not our acceptance of your order..

We will be entitled to refuse to accept your order if in our sole discretion we consider it necessary. In particular, we must receive payment of the whole of the price for the goods that you order before your order can be accepted. If we refuse your order we will let you know as soon as we can. If we accept your order we will inform you without undue delay. Once we have entered into a contract with you, we will supply you with the items specified in your order in accordance with the terms of the contract.

Other Information About the Contract:
We can only conclude the contract with you in English and not in any other language. The contract between us will consist of (a) these terms and conditions together with our privacy policy, (b) your order and (c) our acceptance. We will not file the concluded contract between us online and you should therefore print out and retain copies of each element of the contract.


Prices payable for goods, as set out in our website, are in Pounds Sterling and are inclusive of any applicable VAT.

Only one promotion, or discount code, can be applied per order.


We make every effort to accurately reflect 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, etc can vary from person to person, please be aware that any descriptions of rugs on our website are for guidance only. Please also be aware that due to the nature of the manufacturing process of our handmade rugs, there can be some slight colour, pattern and size variation.

If you are not satisfied with the appearance of a rug you receive for any reason, you may return it for a full refund under our normal returns policy. We are unable to accept responsibility or cover the return carriage costs should there be a variation within our images or descriptions. You are welcome to call or e-mail us before you make a purchase to get further information on a particular rug if you wish.


If any rugs are out of stock at the time of ordering, we will notify you by e-mail with an estimated delivery date for your chosen rug as well as giving you the option to choose an alternative rug or get a full refund. You may call us on 01922 691555 if you would like to check if a particular rug is in stock before ordering.


Orders Cancelled Before Goods Are Dispatched:
Under the distance selling regulations you may cancel any order up to the point of dispatch within 7 working days of placing your order. If you choose to cancel an order after 7 working days an administration charge of £10 will be deducted from your refund (unless you have been informed that the rug you have ordered is out of stock).

Orders Cancelled After Goods Are Dispatched:

Orders cannot be cancelled after goods have been dispatched. Customers may return the goods at their own expense for a full refund under our normal returns policy. If you choose not to accept the delivery (with the exception of situations where the packaging is damaged) and our couriers return the goods to ourselves we will refund your order minus a £30 charge (per rug) to cover our carriage costs.


We may cancel the contract between us if:

  • The goods you have ordered are unavailable for any reason.
  • We do not deliver to your area.
  • 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 provide you with a full refund. We will not be obliged to offer any additional compensation for disappointment suffered.


UK Mainland Standard Delivery - FREE
All goods are delivered FREE OF CHARGE within the UK mainland, excluding more remote Scottish regions and offshore areas.

Non UK Mainland Delivery
We do ship to Scottish Highlands & Islands, Channel Islands, Isle of Man, Isles of Scilly & Isle of Wight. Charges are £25 per item (maximum parcel length 1.5 metres). For oversize items, please contact us by email to info@rugsdirect2u.co.ukand we will obtain a quote for the cost of carriage for your consideration.

International Delivery
We do not currently offer International shipping.

Estimated Delivery Time
Typically UK mainland deliveries are made within 5-7 working days, subject to items ordered being in stock with ourselves or our suppliers at the time of purchase. If your order cannot be delivered within this period for any reason we will contact you by email to advise you and give you the option to cancel your order without any penalty. We will not be obliged to offer any additional compensation if the goods are not available for delivery within this timeframe.

We will keep you informed of progress of your order by email.

All our rugs are delivered via a professional courier service. Our standard free UK mainland deliveries usually take place Monday to Friday between 8am and 6pm. Please note this is an estimate and is non contractual. We are unable to specify a delivery timeslot on standard deliveries.

Please email us at info@rugsdirect2u.co.ukif you have specific delivery requirements or any questions regarding delivery.

Please ensure someone is available to receive your order at the address you have nominated as the delivery address (e.g. home address, work address, friend’s/family member’s address, etc). Once goods have been dispatched, we are unable to change the delivery address.

A signature is usually required by couriers as proof of delivery.

N.B. Packaging must be inspected at the point of delivery. If the packaging is damaged in any way, please do not accept delivery of the goods or sign for the goods. Advise the courier that, as the packaging is damaged, goods should be returned to sender. On receipt of returned goods from the courier, a replacement order will be dispatched.

As we are reliant on couriers fulfilling the delivery, we cannot be held responsible for any error on their part. On the rare occasion there is an issue, please contact us and we will do our best to resolve this.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.


We offer a 7 working day satisfaction guarantee on all standard stock items. 

If you are not entirely satisfied with your purchase, you may return the item to us for a full refund,providing you let us know within 7 working days of delivery and ensure we receive the item back from you, in the same condition it was sent, within 14 working days of the date of delivery to you.

Please email us at info@rugsdirect2u.co.uk within 7 working days of the date of delivery to advise us of the item you wish to return.

Please note that you are responsible for meeting the cost of the return carriage.

You can either:

  • Arrange to return the item(s) to us via a carrier of your choice or
  • Ask us to collect the item(s) from you using our courier service (N.B. Size restrictions may apply). If you wish to consider this option, please contact us by email at info@rugsdirect2u.co.ukand we will obtain a quote for the cost of carriage for your consideration. Please note the full cost of collection will be deducted from the amount refunded to you.

N.B. We strongly recommend that customers use a tracked and insured service for any item they are returning to us to cover any eventuality.

If you wish to order an alternative item, please do so in the usual manner via our website.

Return Instructions
When returning goods, you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING, preferably the ORIGINAL DELIVERY PACKAGING (Please do not use thin plastic wrapping such as bin liners). No refund will be issued if goods are badly wrapped and are soiled or damaged when in transit.

The usual return address is:

Rugs Direct 2U C/O
Carpets Direct 2U Ltd
29 High Street

Provided the rug is received by us within 14 working days from the date of delivery and it is returned in the same condition as it was sent, we will issue you with a refund of the purchase price of the rug, minus collection costs if using our courier service.

No refund will be issued for goods received back after 14 working days from the day it was delivered. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month. If a rug is returned to us used, damaged or dirty, no refund will be issued. The rug will still be classed as your property and we will keep the rug at our premises for you to collect (in person or by courier) for a period of 1 month.


In the unlikely event that the goods delivered are not what you ordered or the delivery is of an incorrect quantity, you must notify us by email to info@rugsdirect2u.co.uk within 48 hours of receiving it otherwise you have no right to any of the remedies set out below.

If you notify us of a problem, we will then, at our option:

  • Arrange a collection (Monday to Friday, between 8am and 6pm) if the wrong rug has been delivered in error. Following this, the correct rug will be dispatched. We will arrange a specific day with you for the collection to take place. The first collection attempt is free of charge, however any subsequent collections that have to be arranged will be charged at £19.99 per collection attempt.
  • Make good any delivery shortages. All delivery shortages will be checked against our dispatch notes and shipping logs for verification.

If the rug has a manufacturing fault, a photograph should be emailed to us at info@rugsdirect2u.co.uk, within 48 hours of receiving it, in order to verify the fault. Following our inspection and providing we agree that a genuine manufacturing fault exists, we will arrange a collection (Monday to Friday between 8am and 6pm) and we will provide you with a brand new replacement rug of the same design and size.

We will arrange a specific day with you for the collection to take place. The first collection attempt is free of charge, however any subsequent collections arranged will be charged at £19.99 per collection attempt. If a photograph is not supplied and, following inspection, a rug that we have collected is found not to be faulty, we reserve the right to charge the customer for all carriage costs and we may also levy an administration fee.

Please note:

  • Shedding - Shedding is a natural characteristic of a deep pile rug and is not deemed to be a fault. This is common on acrylic and wool rugs and should be taken into consideration when choosing a product/suitable rug for your home.
  • Shading – A top quality cut pile rug can be subject to shading effects before or after use. This is not a manufacturing defect but is due to light reflectance as the pile yarn is flattened in different directions by normal traffic or pressure.


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.

If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question.

Please note that nothing in this section of these terms and conditions (or in any other section) 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 goods you have ordered 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 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.

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