Terms & Conditions

These terms apply to everything you buy from, or ask us to do for you through, azarrugs.co.uk and by phone, email, WhatsApp or in writing. The seller is:

Company

Azar Rugs Ltd, a private limited company registered in England and Wales

Company number

17212395

Registered office

Office 7, 35-37 Ludgate Hill, London, EC4M 7JN, United Kingdom

VAT number

GB 523 6617 93

Email

info@azarrugs.co.uk

Telephone

020 3002 7660 (UK), +44 20 3002 7660 (international)

Data protection

Registered with the Information Commissioner's Office, no. ZC203800

In these terms, we, us and our mean Azar Rugs Ltd. You means the person placing an order or using the website.

Please read these terms before you order. When you place an order you confirm that you have read them and agree to them. If you do not agree, please do not order.

Consumers and businesses

If you are buying as an individual, for purposes that are wholly or mainly outside your trade, business, craft or profession, you are a consumer and the whole of these terms applies to you, including sections 8 to 10 on cancelling and faulty goods. If you are buying for your business (an interior designer, hotel, retailer or similar), you are a business customer and section 13 also applies to you.

Other documents that apply

• Our Privacy Policy and Cookie Policy, which explain how we use personal data and cookies.
• Our Legal Notice, which covers use of our website, intellectual property and accessibility.
• Any written quotation, bespoke proposal or trade account agreement we send you. If it conflicts with these terms, it applies for that order.

Language and format

These terms are in English and any contract between us is made in English. You can save or print this page at any time. We will also send the terms with your order confirmation if you ask.

You may browse and use the website for lawful, personal or genuine trade purposes. You must not:

• use it in any way that breaks the law or these terms, or that is fraudulent or harmful;
• copy, scrape, harvest or resell our content, images, product data or prices without our written permission;
• try to gain unauthorised access to the website, our servers or connected systems, or interfere with them (including by introducing viruses, malware, or by overloading the site). Doing so may be a criminal offence under the Computer Misuse Act 1990, and we will report it;
• use another person's details, or give us details that are false.

We try to keep the website available and accurate, but we do not promise that it will always be available, uninterrupted or free of errors. We may suspend or change it, for example for maintenance. The information on it is for general guidance and is not professional advice. Links to other websites are provided for convenience; we are not responsible for their content.

If you create an account, keep your login details safe and tell us at once if you think someone else has used them. We may suspend an account if we reasonably believe these terms have been broken.

We sell hand-knotted rugs, machine-woven rugs and made-to-order pieces, and we offer cleaning, restoration and consultation services. We describe each item as accurately as we can, with photographs, measured sizes, materials and construction.

Hand-knotted and machine-woven

Each product page says whether a rug is hand-knotted or machine-woven. A hand-knotted rug is made by a person, so small natural differences in size, colour, pile and pattern from the photographs are part of its character and are not defects. Machine-woven rugs are made in runs and are more consistent. We state the size of each piece on its page, and stock is limited: a hand-knotted piece is usually one of a kind.

Colour

Screens differ, so a rug's colour in your room and in daylight may look slightly different from the image you saw. If colour matters to your project, ask us and we will describe the piece, send further photographs or arrange a consultation.

Sizes and availability

Rugs offered in several sizes or colours are listed as options on the product page. A size or colour shown as unavailable can usually still be arranged by enquiry; contact us. We cannot guarantee that an item you have added to your basket will remain available until you check out.

1. You place an order. You add items to your basket, review them and complete checkout. Please check your order and correct any mistakes before you pay.
2. We acknowledge it. We email you to confirm we have received your order. This is not our acceptance.
3. We accept it. A contract between us exists when we send an order confirmation or dispatch notice by email. For goods, the contract covers only the items that confirmation lists.

We may decline an order, or cancel it before dispatch, for example if the item is out of stock, there is an obvious pricing or description error, we cannot deliver to your address, or we reasonably suspect fraud. If we decline or cancel after you have paid, we will tell you and refund you in full without undue delay.

Orders placed by phone, email or WhatsApp are subject to these terms in the same way.

Prices and VAT

Prices are in pounds sterling (GBP) and are shown excluding VAT. For deliveries within the United Kingdom, VAT at the prevailing rate (currently 20%) is added at checkout and shown separately before you pay. We are VAT-registered (GB 523 6617 93). Goods exported outside the United Kingdom are supplied without UK VAT where the law allows, but you are responsible for any import duties, taxes and customs charges in the destination country.

Delivery charges, if any, are shown at checkout before you pay. Where we advertise complimentary delivery, no delivery charge applies to that order.

If we get a price wrong

We check prices carefully, but errors can happen. If we find an obvious error after you order, we will tell you and give you the choice to buy at the correct price or to cancel and be refunded in full. We are not obliged to supply an item at a mistaken price that you could reasonably have recognised as wrong.

How you can pay

At checkout we offer the payment methods shown there, which currently include debit and credit cards, PayPal, Apple Pay and Google Pay, and may include instalment or pay-later options. Card and wallet payments are processed securely by our payment provider (PayPal). We never see or store your full card number. Your card issuer or wallet may ask you to confirm the payment (strong customer authentication, such as 3-D Secure).

Where you choose an instalment or pay-later option offered by a provider such as Klarna, the credit agreement is between you and that provider, not us. It is subject to their terms and to status checks, and the provider is responsible for its own data use. For bespoke and trade orders we may agree another way to pay, such as bank transfer or invoice, in writing.

Payment is taken when you place your order, except for bespoke orders (section 11), trade accounts on invoice terms (section 13) and services we quote for (section 12).

Where and how long

These are estimates. Unless we agree a different date with you, we will deliver within 30 days of the day we accept your order. If we cannot meet an agreed date, we will tell you as soon as we can; for consumers, your rights if we are late are set out in section 9.

Taking delivery

• Please be available at the delivery address. If nobody can receive the rug we will contact you to rearrange. We may charge reasonable extra costs for a repeat delivery that you caused. If we still cannot deliver after reasonable attempts, we may end the contract and refund you, less any reasonable costs we have incurred, to the extent the law allows.
• Please check the packaging and the rug on arrival. If anything is damaged or does not match your order, photograph it and tell us as soon as possible, ideally within 48 hours. This is to help us act quickly; it does not affect your legal rights.
• Large rugs are heavy. Make sure access to your property and room is clear, and tell us about stairs, lifts, narrow entrances or parking limits before dispatch.

Risk and ownership

The rug is at your risk from the moment it is delivered to you (or to someone you have asked to take it). Ownership passes to you when we have received payment in full.

International orders

You are the importer of record unless we agree otherwise in writing. Customs authorities may charge duties, taxes and handling fees, which are not included in our prices and which we do not control. We provide full export commercial invoices to help clearance. Delays caused by customs are outside our control.

This section applies to consumers who buy at a distance (online, by phone, email or WhatsApp). It follows the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14-day right

You may cancel an order for goods within 14 days, without giving a reason. The 14 days start on the day after the goods are delivered to you. If you ordered several items that arrive separately, the period starts the day after the last one arrives.

1. Tell us you are cancelling. Send a clear statement by email to info@azarrugs.co.uk or by post to our registered office. You may use the model form below, but you do not have to. You have cancelled in time if you send your message before the 14 days end.
2. Return the rug. Send it back to us without undue delay and no later than 14 days after the day you told us you were cancelling.
3. We refund you. We refund everything you paid for the goods, plus the cost of standard delivery, without undue delay and within 14 days of the day we receive the rug back, or the day you give us evidence you have sent it, whichever is earlier. We refund to the payment method you used. We do not refund extra cost for a more expensive delivery option than our standard one if you chose it.

Returning a rug

• Condition. Please take reasonable care of the rug while it is with you, as you would try it in a shop: unroll it and look at it, but keep it unused and unwalked on, free from marks, pet hair and odours, and roll or pack it the way it arrived, using the original packaging where you can. If you handle or use it more than is needed to check what it is like, we may reduce your refund by the amount its value has fallen.
• Cost of return. You pay the direct cost of returning the goods unless the rug is faulty or not as described. A rug cannot normally go back by ordinary post, so please contact us before you ship it. We can arrange a courier collection and will quote the cost to you in advance, or you can arrange your own insured, tracked return. The cost depends on the size and the destination, and we will confirm the exact figure before you decide.
• Where to send it. Returns go to Azar Rugs Ltd, Container 14, Neasden Studios, 430 High Road, London, NW10 2DA, United Kingdom. This is our returns address, not our registered office, and it is not open to visitors, so please contact us first and we will confirm the delivery arrangements before the rug is sent.
• Proof. Keep proof of postage or collection until we confirm your refund.

What cannot be cancelled

The right to cancel does not apply to goods made to your specification or clearly personalised, which includes bespoke and made-to-order rugs (regulation 28(1)(b)). See section 11. It also does not apply to a service once it has been fully performed, if you asked us to start within the 14 days and accepted that you would lose the right to cancel once it was done.

Services

If you cancel a service (for example cleaning) within 14 days of ordering, we refund what you paid. If you asked us to begin before the 14 days ended, you must pay a proportionate amount for what we have already done up to the time you told us you were cancelling.

Model cancellation form

By law, goods you buy as a consumer must be of satisfactory quality, fit for any particular purpose you made known to us and we agreed to, and as described, shown in any image or sample, or otherwise promised by us before you bought (Consumer Rights Act 2015, sections 9 to 13). Services must be performed with reasonable care and skill. If something is wrong, you have these rights. Your rights may be slightly different in Scotland and Northern Ireland, and Citizens Advice can explain them.

How to tell us

Email info@azarrugs.co.uk with your order number and photographs. We will reply promptly and tell you how to return the item. If the goods are faulty or not as described, we pay the reasonable cost of returning them. If you are entitled to a refund, we make it without undue delay and in any case within 14 days of agreeing that you are.

Late delivery and services

If we do not deliver by the agreed date or within 30 days, you can set a new deadline, and if we miss that you can cancel and be refunded. If a service is not performed with reasonable care and skill, you can ask us to repeat it or to put it right, or to reduce the price.

These rights do not cover damage you cause, fair wear and tear, or the normal natural variation of a hand-made rug as described on the product page.

Every rug we sell carries a 5-year guarantee from the date of delivery. It is an extra promise we make; it is in addition to, and does not affect, your legal rights described in section 9.

What it covers

• Manufacturing defects.
• Failure of the structural warp and weft binding.
• Loss of fringe integrity.

The guarantee applies to rugs in normal domestic use. Where we accept a claim, we will, at our choice, repair the rug, replace it, or refund you, within a reasonable time and at no cost to you.

What it does not cover

• Damage from improper cleaning, spills, pets, moisture, fire, insects (including moths), sunlight or heat.
• Normal wear, pile flattening, shedding or fading expected over time.
• Accidental damage, misuse, or alteration by anyone other than us.
• Use in a commercial or high-traffic business setting, unless we agreed otherwise in writing.

How to claim

Email info@azarrugs.co.uk with your order number, photographs of the problem and a short description. We may ask to inspect the rug. The guarantee applies wherever in the world we delivered the rug, is given by Azar Rugs Ltd at the address in section 1, and is legally binding on us.

A bespoke rug is made to your specification, so it is not a stock item. For a bespoke order:

1. Brief and proposal. We agree size, design, materials, colours and price with you in writing (a proposal, quotation or order form). Please check every detail before you approve it.
2. Deposit. A deposit of 30% of the total price is due when you confirm the order. Production starts once we have received it.
3. Making. The typical lead time is 8 to 16 weeks, depending on size and complexity. This is an estimate, and we will keep you informed if it changes.
4. Balance and delivery. The balance is due on completion, before we dispatch. Delivery then follows section 7.

No 14-day cancellation. Because a bespoke rug is made to your specification, the 14-day right to cancel in section 8 does not apply once you have confirmed the order. The deposit is non-refundable, except where we cannot make the rug, we are in breach of contract, or the finished rug is faulty or does not match the agreed specification. In those cases your legal rights in section 9 apply.

Hand-made pieces have natural variation; we will tell you the tolerances that apply to your commission. Changes after approval may change the price and lead time. Designs and artwork you supply or commission are used only to make your order unless you agree otherwise in writing, and you confirm that you have the right to use anything you give us.

• Quotes. Prices on our website are guide prices excluding VAT. We confirm the scope and price with you before any work starts, and we do not do work you have not agreed. A minimum charge per visit applies (from £70 plus VAT).
• Collection and return. We offer insured collection and return across London and the Home Counties, roughly within the M25. Further afield we arrange a tracked courier. Fine wool, silk and antique rugs are hand-washed at our workshop; carpets, runners and upholstery are cleaned on site.
• Inspection. We inspect each piece when it reaches us. We will tell you about existing damage, weak fibres, dye that is not colourfast, moth damage or other risks that could affect the result, and we will agree how to proceed before we start. We cannot be responsible for a result that arises from a condition we told you about or could not reasonably have detected, but we do take reasonable care.
• Our cleaning promise. If the result is not right when your rug comes back, tell us within 24 hours and we will re-clean it free of charge. This is in addition to your legal rights.
• Restoration. Repairs are quoted after assessment. Reweaving, re-dyeing and fringe or binding repair are skilled handwork; we match colour and material as closely as we can, but an exact match to aged fibre cannot be promised.
• Items in our care. We take reasonable care of items while they are with us and they are insured while in our care. If a piece is exceptional in value, tell us before collection so we can arrange appropriate cover.
• Consultations and design advice. Advice is given in good faith and free of charge unless we say otherwise. It is not a guarantee of how a piece will look in your space.
• Cancelling a service. Consumers have the rights in section 8. For rescheduling, please give us as much notice as you can.

This section applies if you buy for your business. It is in addition to the rest of these terms, except where it says otherwise.

• Trade accounts. Our trade page sets out how to apply. The minimum initial order is £500 net. Accredited trade accounts may be offered net 30-day invoice terms; others pay by card or as agreed. Trade pricing and terms are agreed for each account.
• Late payment. If an invoice is not paid on time we may charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and may suspend further supply until the account is clear.
• Returns. As a courtesy, stocked items in their original condition may be returned within 14 days of delivery. Bespoke and custom work is excluded unless defective. Business customers do not have the statutory right to cancel in section 8.
• Ownership. Ownership of goods stays with us until we have been paid in full, even though risk passes on delivery. Until then you must keep the goods safe, insured, identifiable and unaltered.
• Our liability. Terms implied by the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 apply. Our liability to you is limited as set out in section 14.
• Resale. You may resell goods you buy, but must not misdescribe them or suggest an association with us, or use our name or trade mark, without our written permission.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by law about title or about consumer goods and services, or for anything else that cannot lawfully be limited.

Consumers

If we break these terms or the law, we are responsible for loss or damage you suffer that is a foreseeable result of that, but not for loss that was not foreseeable. Loss is foreseeable if you could have contemplated it when the contract was made, or if we both knew it might happen. We do not supply goods or services for any business purpose, so we are not liable for lost profit, lost business or business interruption.

Business customers

We are not liable to a business customer for loss of profit, revenue, contracts, goodwill or anticipated savings, or for any indirect or consequential loss. Subject to the first paragraph above, our total liability to a business customer for any order is limited to the price paid for that order.

Website

We provide the website on an “as is” basis. Subject to the same paragraph, we are not liable for loss from your use of or inability to use it, or from viruses or other harmful material you pick up from it.

The Azar Rugs name and marks, our logo, website design, photography, product descriptions, articles and other content belong to us or our licensors and are protected by copyright and trade mark law. AZAR RUGS is a registered UK trade mark (see our Trade Mark page). You may view and print pages for your own personal, non-commercial use, but you may not copy, adapt or republish our content, or use our marks, without our written permission. Buying a rug does not give you any right in our designs or images.

For permission requests write to info@azarrugs.co.uk.

We are not responsible for delay or failure to perform caused by events beyond our reasonable control, such as severe weather, fire, flood, epidemic, strikes or industrial action (including at carriers or customs), war, terrorism, government action, failure of utilities or networks, or delays by our suppliers or carriers. We will tell you as soon as we reasonably can and take reasonable steps to limit the effect. If the event continues for more than 30 days, either of us may cancel the affected order, and we will refund you for anything you have paid that we have not delivered.

We want to put things right. If you are unhappy with anything, email info@azarrugs.co.uk or call 020 3002 7660. Please give your name, order number and what went wrong. We will acknowledge your complaint within five working days and aim to give you a full response within 28 days.

If we cannot resolve it between us, UK consumers can get free, impartial advice from the Citizens Advice consumer service (0808 223 1133), and may contact their local Trading Standards service. You also keep the right to take legal action.

• Changes to these terms. We may update these terms, for example to reflect changes in the law or in how we work. The version that applies to your order is the one published when you placed it. The “last updated” date is at the top of this page.
• Notices. We will contact you by email or post using the details you gave us. You can contact us at the addresses in section 1.
• Transfer. We may transfer our rights and duties under a contract to another business, and we will tell you if we do. This will not reduce your rights. You may not transfer yours without our written consent.
• Entire agreement. These terms, with the order confirmation and any written quotation or proposal, are the whole agreement between us about your order. Consumers keep their statutory rights.
• If a term cannot be enforced. If part of these terms is found invalid, the rest stays in force.
• Waiver. If we do not enforce a right straight away, we do not give it up.
• Third parties. Nobody else has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

These terms and any contract between us, and any dispute about them, are governed by the law of England and Wales. If you are a consumer living in the UK, you may bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts of the part of the UK where you live. The courts of England and Wales have exclusive jurisdiction over disputes with business customers. If you are a consumer living elsewhere, the mandatory consumer protection laws of your country continue to apply to you.