WELCOME TO THE ORIENTAL RUG GALLERY’S
The Oriental Rug Gallery Ltd is a solely independent company. We are not part of any chain of businesses styling or promoting themselves as either the ‘Oriental Rug Gallery’ or ‘Oriental Rug Gallery online’ or at any other website or business address in the UK, other than our registered office and shop premises at: 82 Wey Hill, Haslemere, Surrey GU27 1HS.
We are registered in England, Company registration no. 6253615 and VAT registration no. 944 4663 02.
The term ‘The Oriental Rug Gallery Ltd’, The Oriental Rug Gallery, the Gallery, ‘we’, ‘us’, ‘they’ or ‘Sandre’ and/or ‘Anas’ refer to the owners of this website. The term 'you' refers to the user or viewer of our website.
NOTIFICATION OF CHANGES
PURCHASING OUR GOODS AND SERVICES
The information, advertising, item details and the ordering of our items and services detailed on our website, constitute an “invitation to treat” and is an 'offer of sale' formed between the customer and The Oriental Rug Gallery Ltd. By placing an order, a customer is making an 'offer', where the contract between the customer and The Oriental Rug Gallery Ltd will only be formed only if the order is accepted by us, where receiving a payment from a customer's credit or debit card by phone or online via paypal for items purchased does not necessarily or automatically constitute acceptance. Orders are accepted at our sole discretion, where a confirmation email is sent from us at The Oriental Rug Gallery Ltd to the customer, to confirm the item purchase made.
To be eligible to purchase goods or services initially viewed on this website and to lawfully enter into and conclude contracts under English law: you must be the holder of a valid credit or debit card and of 18 years of age or older. If you are under 18, we can only liaise with and conclude any contracts with either a parent or guardian, acting on your behalf.
PRICE & VAT
The prices payable for our goods are set out on our website in pounds Sterling and include UK VAT. /p>
Export orders: please email us for the guidelines on how to proceed.
Our company is VAT registered no. 944 4663 02
VAT is applicable on all works and services provided by The Oriental Rug Gallery Ltd.
We are not be obliged to offer any compensation or discount it as invalid from the actual amount payable, if the VAT amount is not initially listed on the receipt or where it is shown to be a differing amount on the receipt compared to the invoice - where further agreed services have since been added to the invoice, or due to an unforeseen typographical/writing error.
REMOTE (ONLINE) PAYMENT
Payment required for all items purchased is in pounds Sterling.
For items purchased via our Website:
Via Paypal: We accept debit or credit cards including Dinners Club and American Express for the payment of items processed via our Paypal payment facility for goods viewed on our website.
For items purchased via our Rug Gallery Shop premises or Website:
By Phone: We accept debit or credti card payments for the payment of items purchased by phone, but do not currently accept Dinners Club or American Express.
Payment for goods must to be completed and paid in full - for the total price of the goods plus any delivery charge and/or any additional purchase duties/taxes due – at the time you place an order, for your order to be valid and accepted by us. Once your payment has been ‘authorised’ and processed, your debit or credit card payment receipt for the transaction will be attached to your invoice and enclosed with the purchased items whether being collected by you at The Oriental Rug Gallery Ltd (appropriate ID or a The Oriental Rug Gallery Ltd specific receipt must be shown) or delivered to your chosen address.
For Services completed for client item(s) with collection and/or return delivery:
We accept debit or credit cards (not currently Dinners Club and American Express) for payment of completed repairs and/or any cleaning services with collection and/or return delivery – approximately 3-5 days in advance of return delivery, where all remote payments are processed by phone. Once your payment has been ‘authorised’ and processed, your debit or credit card payment receipt for the transaction will be attached to your invoice and enclosed with the purchased item(s) being redelivered. Conﬁrmation of this processed payment guarantees a booked slot for the return delivery of item(s).
CREDIT CARD SECURITY
All debit and credit card payments are processed directly using a verified, secure and reputable third party.
DELIVERY CHARGE FOR REMOTELY (ONLINE) PURCHASED GOODS
All remotely (online) purchased goods are subject to a standard minimal delivery charge. The Delivery Charge forms part of the Total to Pay on your invoice.
Alternatively, you are welcome to collect your remotely purchased goods from The Oriental Rug Gallery Ltd in Haslemere, Surrey in person and save on the delivery charge.
REMOTELY (ONLINE) PURCHASED GOODS DELIVERY SERVICE
Remotely (online) purchased goods will be delivered to the delivery address that you gave us, when you originally placed your order and made your payment. You will be informed by email, once your order has been dispatched stating: the details of the courier used, the consignment note number or tracking number reference - allowing you to track your purchased item via the internet.
A signature will be required by the courier upon receipt of delivery of your order (subject to the correct address being entered when placing your order). If you are out when the delivery arrives, a card – notifying you of the courier’s contact details and requesting a response, within an allotted number of days, will be left for you. Failure to respond to the courier’s card within the allotted number of days will result in your purchase being returned to us, thereby incurring an additional postage charge and a further redelivery charge. Please note that instructiosn may vary according to the courier company delivering your package, where it is the customer's responsibility to comply with their instructions and where we have no liability
Please note: once an item is purchased via the website using Paypal, it is made our 'priority' to be packaged securely, then collected and processed immediately by the courier service, to ensure prompt receipt by the customer. Unless we receive specific instructions from the customer noted in the: 'Instructions to the Buyer' section of their Paypal Purchase Transaction, we are unable to act on any information given by the customer at a later date.
You will assume ownership of the goods that you have ordered and remotely (online) purchased upon receipt of delivery. Once the goods have been delivered to you, they will then be held at your own risk and The Oriental Rug Gallery Ltd will not be liable for their loss or destruction.
SENSATIONAL SALE (from 17.10.18 to 15.12.18)
Please note all SALE items in shop and online:
- are sold on a first-come-first-served basis and therefore cannot be reserved before, during or after this event.
- are non-returnable, non-refundable, and non-exchangeable once purchased.
- the SALE price is fixed at half of the cost price and is non-negotiable for any further discounts.
- are unavailable for pre-viewing in customers’ homes or interiors before purchase.
- our SALE ends @ 5pm GMT on 15th December 2018.
This SENSATIONAL SALE offer excludes any discounts on our: C&RD, Rug Repairs, Restoration, Alterations, Cleaning, Corrective Treatments, Colour Run, Hanging Technique, Written Valuation, Master Rug Craftsman Works Review In-situ, and Anti-Slip Underlay Services
The Oriental Rug Gallery Ltd uses third-party, independent carriers to deliver its remotely (online) purchased goods. While we endeavour to ensure that all our goods are delivered within 3-7 working days (UK only) after dispatch from our premises, (exceptions being the Christmas ‘rush’ period), we do not accept any liability whatsoever or offer any additional compensation if the goods are not delivered within this time frame. We shall have no liability to you for delayed delivery, or for any failure to deliver the goods that you have ordered, or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control or by any third party including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident. Please also note that instructions for delivery, holding an item and re-delivery may vary according to the courier company delivering your package, where it is the customer's responsibility to comply with the courier company's instructions, make any due or necessary re-delivery or holding bay charges,where we have no liability or jurisdiction over this courier process.
ADDITIONAL PURCHASE DUTIES AND TAXES
Delivery of remotely purchased goods dispatched and shipped to Europe and worldwide destinations usually arrive within 10-15 working days. You are solely responsible and liable for observing and complying with any applicable regulations, legislation, custom duties, levies or additional taxes that may affect your purchase or are payable at any foreign port as a result of delivery of goods; or for any charges that are due in your country outside of the UK. You shall not be entitled to cancel your order on the basis of any unforeseen duties or levies.
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. To the fullest extent permitted by applicable law, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) arising out of any problem relating to the goods that you buy from us other than those listed in our rights to cancel the contract.
OUR WORKS & SERVICES
Estimated Quotes for Works: are valid for 30 days only from the date of issue of the relative paperwork given at The Oriental Rug Gallery Ltd or sent via email or text from us, whether or not this is stated on the correspondence quote.
Receipt for Works & Services: all pieces brought to The Oriental Rug Gallery Ltd for works and services are reviewed and assessed, and the prices detailed on a receipt. The customer signs for the go-ahead of works to be undertaken and retains a copy of the receipt at The Oriental Rug Gallery Ltd, which is then handed in upon return to The Oriental Rug Gallery Ltd, to collect ﬁnished pieces. Estimate for works may be viewed and the quote emailed to the customer, who will need to reply with a 'go-ahead of confirmation' or 'decline' in writing, to ensure a paper trail is recorded for any works assessed remotely. (see further details in Individually Assessed Rug Works below.
The Oriental Rug Gallery Ltd is not be obliged to offer any compensation or discount, if the amount charged for rug works and services are not listed in full on the receipt given to the customer, when the piece(s) is initially collected by us or deposited by the customer at The Oriental Rug Gallery Ltd, compared to the invoice Total To Pay. For example due to: further agreed rug works and services being added; an unforeseen typographical/writing error on the receipt; the quantity, size or yarn type of piece(s) for works has increased or differ from the customer details originally given prior to collection by us; or where an unauthorised furnishings removal service charge has to be added, to extract piece(s) due for collection.
Individually Assessed Rug Works:
Prices for some rug services ie Individually Assessed Rug Works (IARW) such as repairs, restoration and alteration works, tester applications, and stain and/or odour corrective treatments, can only be fully costed when the actual piece arrives at The Oriental Rug Gallery Ltd for full assessment and review by the Master Rug Craftsman, where the IARW may need to be undertaken either before, during or after other rug works take place.
Once assessed, the customer is notified if present, or contacted remotely via email/text/phone, of the IARW costs to add to their receipt copy. IARW are not obligatory. To cancel IARW remotely, the customer must contact us by email within 24 hours of us originally informing them. If no reply is received within this time-frame, this is understood by us as being: 'the customer's agreed go-ahead confirmation for the IARW to be applied at the costs quoted’, which are then liable for payment. Any IARW may mean pieces take longer to be completed. Please note: the general deep-wash rug cleaning works do not form part of the IARW.
Stains & Odours disclaimer:
Please note: due to the nature of stains, odours and/or rug types there is no guarantee that any long standing and/or pre-existing stubborn stains or odours such as red wine, flooding, mould, mildew, damp, smoke, soot or water damage stains or other colour-fast stains such as ink, nail varnish, coffee, paint, colour run or dog/cat/baby urine, soilage and odours can improve or be removed during the general deep-wash rug cleaning process. This information may or may not be verbally conﬁrmed to you, prior to any general deep-wash rug cleaning process being undertaken.
Stain and/or Odour Corrective Treatment Works:
For long-standing, deeply absorbed and/or pre-existing saturated, stubborn stains and/or odours, it is necessary to undertake individually applied stain and/or odour corrective treatment works. Here, when a piece arrives at The Oriental Rug Gallery Ltd for rug cleaning, any stains and/or odours present are individually assessed and these works are listed and costed separately from the general deep-wash rug cleaning service on the receipt.
The customer is then notified if present, or contacted remotely via email/text/phone, of any stain and/or odour corrective treatment work costs to add to their receipt copy. These corrective treatment works are not obligatory. To cancel these works remotely, the customer must contact us by email within 24 hours of us originally informing them. If no reply is received within this time-frame, this is understood by us as being: 'the customer's agreed go-ahead confirmation for these works to be applied at the costs quoted’, which are then liable for payment.
Once the go-ahead of works is confirmed by the customer, corrective treatment works are then applied before and during the general deep-wash rug cleaning works being undertaken. However, due to the nature of some stains, odours and/or rug types, there is no guarantee that any long standing and/or pre-existing stubborn stains can be completed removed, although they normally lighten and improve by varying degrees during treatment application processes. And where any applied corrective treatment works may mean the piece(s) take a little longer for completion.
We reserve the right to cancel any of the above works and/or return deliver the piece(s) to the customer, if this customer confirmation go-ahead is not received within the 24-hour time limit stated. Collection and/or Return Delivery Service charges are still applicable, if used.
OUR TRADE AND RUG RETAIL CLIENTS:
Please contact us for further information and booking availability for our cleaning and stain treatments and/or repair, restoration and alteration service details and requirements, where we offer a 15% discount.
Please note that The Oriental Rug Gallery Ltd’s Rug ID, verbal evaluation and Rug Written Valuation services are not applicable for Trade or Rug Retail Clients
COLLECTION AND/OR DELIVERY/RETURN DELIVERY FOR REPAIRS, RESTORATION AND CLEANING WORKS & SERVICES
Client’s consent to go ahead for our rug & carpet cleaning services is automatically conﬁrmed with the collection of item(s) for works.
Customer contract cancellations for our cleaning or repairs works and services are only valid if received via text/email within 24hrs after either being collected by us or deposited at The Oriental Rug Gallery Ltd by the customer, and/or before any works begin. The collection and/or return delivery service charge (if used) plus VAT will still apply and must be paid for in advance of any return delivery - see payment and collection & return delivery conditions.
It is the client’s responsibility to inform The Oriental Rug Gallery Ltd of the number of item(s) for collection & return delivery and to discuss any cleaning and/or repair works and charges, in advance and prior to any collection being made.
Unauthorised Removal Service Charge: for health and safety our company policy does not permit our couriers to undertake any unauthorised or/unscheduled actions to move, lift or carry furniture or ﬁttings, nor extract or ﬁt collected/delivered piece(s) for the customer, unless agreed with us at the booking stage and in advance of any collection or return delivery being made. Here, each removal undertaking is individually assessed, for the time and effort involved, and the manpower availability required and then calculated in and costed at the booking stage. This ‘Removal Service Charge’ forms part of the Total to Pay at invoice stage and is payable in full by the customer, in advance and before any return delivery of pieces is made. Please do not assume any removal actions are automatically included in our C/D/RD service, nor request our couriers on-site, as we are not a removal company and refusal may offend, where our courier/third parties are only obliged to return deliver piece(s) to the customer.
Collection and/or Delivery/Return Delivery Service Charge: all Customer piece(s) Collected/Delivered/Return Delivered (C/D/RD) by us, are automatically applicable and liable for a Service Charge and the costs listed on the invoice as part of the Total to Pay, if not initially listed on the receipt, whether or not any works are subsequently undertaken. The D/RD of piece(s) is booked once the invoice has been paid in full. The Oriental Rug Gallery Ltd has no liability, if there is no prior C/D/RD arrangement, and/or where the customer has not been charged for this service. The customer is responsible for rolling, folding and making ready the booked pieces for collection.
Pieces being delivered or return delivered to the customer are either rolled or folded and secured in a protective polythene wrapping, unless otherwise arranged.
Rug Storage Service Charge: pieces are kept and stored at The Oriental Rug Gallery Ltd for 14 days Free of Charge only, from the invoice date and customers notified by phone/email/text that works are completed and pieces ready for their collection or return delivery by us, as storage/holding space for finished works is limited. Pieces not customer collected or delivered/return delivered (D/RD) by us after 14 days has expired and for whatever reason, and/or where no written authorisation/pre-arrangement for storage has been agreed with us, will be transferred to our off-site, deep storage rug bay facility and a Rug Storage Service Charge (RSSC) automatically applied at 3.5% of the Invoice Total to Pay, per week. Four working days notice is subsequently required, for us to retrieve pieces from this storage bay, ready for customer collection from The Oriental Rug Gallery Ltd or D/RD by us. The applied RSSC is detailed on a separate invoice and payable in advance, where payment secures the storage release of pieces for customer collection or D/RD by us. Pieces not collected or D/RD six months after the date set on the invoice, where the customer has been notiﬁed by us, will automatically become the property of The Oriental Rug Gallery Ltd and may be disposed of and/or will be made forfeit against any unpaid overdue monies for works completed and/or any outstanding or non-agreed storage charges.
It is the customer’s responsibility to give correct collection/delivery/return delivery (C/D/RD) details including address, post code, contact numbers and change of address (COA) to The Oriental Rug Gallery Ltd in advance of any undertaking.
Incorrect or Invalid Address Details: where no advance written correct details/COA notification is given by the customer and/or noted on the customer receipt/invoice, pieces will automatically be returned and stored at the Rug Gallery and liable for a RSSC (above).Once correct details/COA is received, a further D/RD charge is automatically applicable and payable in advance of any release of items, as is any applicable RSSC. D/RD is then rebooked and actioned, after this payment is processed, where the payment receipt and invoice are attached.
Invalid/Incorrect or Non-Receipt of Contact Details: where contact details are needed for booking/confirmation of completed works for either customer collection/D/RD, pieces will be stored at The Oriental Rug Gallery Ltd,until the customer can be contacted by alternative means and liable for a RSSC. Once contacted, any applicable RSSC is payable in advance of any release of pieces, where any D/RD is then rebooked and actioned, after this payment is processed, where the payment receipt and invoice are attached.
We reserve the right to verbally cancel any written contract between us immediately, if we are unable to collect the pieces in your area or pieces are not made available rolled/folded to our couriers at the pre-booked collection time on the date arranged with you.
Pieces not re-delivered within six months after the date the customer has been notified by us via phone/email/text/post that works are completed and ready for customer collection or return delivery by us, will automatically become the property of The Oriental Rug Gallery Ltd and may be disposed of and/or will be made forfeit against any unpaid overdue monies for works completed, collection made and/or any outstanding or non-agreed storage charges.
RUG VIEWING AT THE ORIENTAL RUG GALLERY LTD
Viewing Large-sized & Over-sized Rugs: we designed The Oriental Rug Gallery Ltd's Shop Showroom to be large and spacious, to accommodate our customers' viewing of opened large-sized and over-sized rugs Due to rugs and carpets size, weight and manageability, if you wish to view rugs of over 1m (approx. 3') or more in length, please ensure you book a 'Rug Viewing Appointment' a minimum of 1-2 days in advance, where a maximum of seven rugs in this size range and above can be viewed at any one appointment.
Rug Reference: if you have already seen suitable rugs during a previous visit to our Rug Gallery or on our website, let us know the rug reference when you book your appointment, so that we can have these pieces laid out and ready for you to view.
Rug Viewing Appointments: are pre-booked 1-2 days in advance at The Oriental Rug Gallery Ltd's Shop Showroom for customers wishing to view a selection of rugs, where all the requested pieces are laid out ready to view and the viewing customer is made a 'priority' in our availability and work schedules. Please bring any available colour, texture and pattern samples or swatches and soft furnishings or mood boards, to help determine the hand-woven rug(s) that is right for you. Also your required minimum and maximum rug width and rug length sizes, as all our hand-woven pieces are unique and individual, with no two pieces the same size or colourways.
Customers who drop in to view pieces, will be accommodated to the best of our availability to open pieces, the time needed to locate and layout the chosen rugs to view from over a thousand in stock at our shop, and while helping other customers.
For customers wishing to view more than 7 large-sized and over-sized rugs, we can arrange several 'Rug Viewing Appointment' dates; here at The Oriental Rug Gallery Ltd, where you can view all the requested pieces.
ANTI-SLIP RUG UNDERLAY SERVICE
Our professional anti-slip rug underlay is individually cut-to-size for each individual rug or carpet and is therefore non-returnable and non-refundable, once purchased, as the underlay is checked during the cutting-to-size process. Where we fully explain its use and advise customers of this information, before purchase.
We source only the best, professional and specialist materials, where durability, a long-standing, established reputation with both the supplier and the manufacturer, good quality and, wherever possible, certified or accredited products, are key. All products are inspected for any noticeable defects or damage upon arrival to us. The manufacturers guarantee the levels of performance and safety criteria of their underlay products we sell on as being "second to none", and also carry the ‘Confidence in Textiles’ certification- as tested to be free of harmful substances according to Oeko-Tex 100 (Level 4 or higher) 48359 OeTI.
The manufacturers and our suppliers recommend the premium underlay product, we sell on, can be used on either smooth/hard flooring surfaces or textile flooring surfaces, and is suitable to use with underfloor heating, where the printed film on the product also gives instruction for duel use, and where this underlay has one dry adhesive side and one anti-slip side and is machine washeable. Please note that the manufacturers of this product advise: "if flooring is treated with water-based lacquers, allow at least three months drying time before using this product", where our customers are made aware of this information, before cutting to size and purchase.
Although we sell on this product, we are neither responsible nor liable for the product's manufacture, the materials used in its construction, nor its use if different from the recommended guidelines, nor can we be held responsible for the claims made by the manufacturer or the supplier for the product, where any discretion would need to be taken up solely and directly with either the manufacturer or supplier directly, after we have first reviewed any queries.
We endeavour to supply goods that are free from defects in materials and workmanship, where the underlay is checked during the cutting-to-size process. If you wish to return goods claiming they are defective, this should be actioned within 7 days of purchase and returned in the same condition in which you received them (ie not used). Once the item has been reviewed by us for any claimed defects, we will, at our discretion, replace the goods with a further cut-to-size piece, where your invoice will act as the valid proof of payment and date of purchase for any replacement.
Our Right to Cancel:
The Oriental Rug Gallery Ltd reserves the right to verbally cancel any verbal or written contract between us immediately:
- if the goods you have ordered are unavailable for any reason
-we are unable or do not collect or deliver to your area or country
-the item(s) you ordered were listed at an incorrect price due to an unforeseen typographical error or an error in the pricing information, when compared to the website/invoice
-piece(s) are not made available to our couriers at the pre-booked collection time on the date arranged with you.
If we do cancel your contract for any of these reasons, we will notify you either by email or telephone and provide you with a full refund – if payment was taken (not accepting returns), minus any additional charges.
We will not be obliged to offer any additional compensation for disappointment suffered or continue offering our services. If a court does decide we are liable to pay you compensation, then that compensation will be limited to the amount paid by you for the goods and/or any delivery/collection for the goods in question.
Your Right to Cancel:
Ordered and/or purchased goods via The Oriental Rug Gallery Ltd and via our website can be cancelled up to the point of dispatch.
Item Availability - out of stock or sold
If the item you have selected is subsequently out of stock or has been sold in the shop of The Oriental Rug Gallery Ltd, during the interim of placing your order via our website, we will notify you with 48 hours of your purchase. We will offer you the option to cancel your order and refund your payment (if payment has already been made) or change the item (where any difference in price will be subject to payment/refund before the replacement item is released). If you wish to continue with your original order, we will advise you of the estimated lead time the item (or similar thereof) will be restocked (subject to availability). Lead times between order placement and delivery are provided as guidelines only and are not contractually binding, should they differ from those originally stated.
Cancelling an order prior to dispatch
We accept cancellation on all goods purchased up to the point of dispatch of which you will be notified of when placing your order. Simply email us at email@example.com to confirm this option.
Once purchased goods have been dispatched for delivery we are unable to cancel the order.
Our Customer Satisfaction Guarantee
We allow you to return item(s) pre-purchased from The Oriental Rug Gallery Ltd and initially viewed on our website, should the item(s) not meet your exact specified requirements. Simply email: firstname.lastname@example.org to notify us. We ask that products are returned to us within 5 days of the date of the delivery date and we will provide a full refund minus any carriage costs in sending you the item from us. Customers can either return purchased goods directly themselves to the Gallery or via their chosen courier, or we can arrange a collection on your behalf, (with a carriage charge per item), using our appointed courier. (See our Customer Satisfaction Guarantee terms & conditions for more details.)If you wish to return goods pre-purchased online, see our Customer Satisfaction Guarantee option below. For items purchased directly from the Rug Gallery Shop premises see The Oriental Rug Gallery Ltd 'Returns@ Collection Service.
If you wish to return goods pre-purchased online, see our Customer Satisfaction Guarantee option below. For items purchased directly from the Shop premises see The Oriental Rug Gallery Ltd 'Returns' Collection Service.
All goods pre-purchased via our Gallery’ website and intended for customer delivery are first checked thoroughly, then carefully and securely packaged here at The Oriental Rug Gallery Ltd, before being despatched.
Please check all delivered goods, as soon as you receive them. If in the unlikely event goods are delivered to you either damaged in transit or faulty, please notify us within 24 hours of receipt of delivery.
If ‘damaged in transit’ you need to ensure this point is noted or written on the courier’s delivery acceptance note or when you sign receipt for the package – then request a copy of this action for your records. We are unable to pursue any claims against the courier if the delivery is accepted by you ‘unchecked’, which automatically confirms the delivery was received by you in 'good condition’ and may result in your right to a refund from us being waived.
Following our inspection of the said damaged or faulty goods on their return, a replacement item or a full refund for the amount paid by you for the goods will be issued.
(See our customer satisfaction guarantee terms & conditions listed below for more details.)
OUR CUSTOMER SATISFACTION GUARANTEE TERMS & CONDITIONS
We offer a customer satisfaction guarantee on all goods pre-purchased online at The Oriental Rug Gallery Ltd through our website.
If you wish to return your online pre-purchased goods to The Oriental Rug Gallery Ltd, simply notify us via email: email@example.com or call: (01428) 656 657 within 24 hours upon receipt date of delivery or your collection of said goods, stating your intention to return the goods and the reason for doing so ie received delivered goods damaged during transit, faulty goods, goods do not meet your exact specified requirements.
Please note any complimentary gifts collected/received with any purchased goods being returned must also be forfeited and returned in full, for a refund to be given. This does not include our professional anti-slip rug underlay (see below). SALE items cannot be reserved, are non-returnable and not applicable for a refund, where the Sale price is non-negotiable.
Our professional anti-slip rug underlay is cut to size for each individual rug or carpet and is therefore non-returnable and non-refundable, once purchased. Any refund of returned goods will be minus this cost including vat on this item. (see Anti-Slip Rug Underlay Service information above).
Once we confirm acceptance of your pending return delivery, you will be issued with a ‘CONFIRMED RETURNS’ authorisation and a reference code.
You will need to arrange for the purchased goods and/or any complimentary gifts to be returned in full – undamaged, unmarked, unused and in their original pristine saleable condition to The Oriental Rug Gallery Ltd, no later than and within 5 days of the original delivery received/collected date to order to qualify and for us to provide a refund minus any carriage costs in sending you the item from us.
It is your responsibility to ensure all returned purchased goods are securely wrapped and well packaged, to prevent damage in transit back to The Oriental Rug Gallery Ltd. Please note that any goods returned damaged during transit may be rejected by us, resulting in your right to a refund being waived.
Customers can either return purchased goods directly themselves or via their chosen courier, where they are responsible for any return delivery charges. For customers who cannot arrange delivery back to us, we offer a chargeable collection service (if you are within our area), where we can arrange a collection on your behalf, using our appointed courier.
Customer returns - directly or via third party couriers:
-The ownership and responsibility for all goods being returned by the customer or their courier will remain their sole responsibility until the goods have been received, checked, reviewed and signed for by us.
- The Oriental Rug Gallery Ltd will not assume any responsibility for damaged or lost items being returned by the customer, their third party couriers or their partners.
- The Oriental Rug Gallery Ltd reserve the right to deduct any outstanding admin fees/additional charges incurred from the final refund, if the consumer has not paid an appropriate or adequate return carriage fee.
-It is the customer’s responsibility to obtain a return delivery payment receipt, proof of postage, a tracking number and the returned goods are adequately insured via their chosen return delivery method.
-Returned goods to be received by us at The Oriental Rug Gallery Ltd no later than and within 5 days of the original delivery received/collected date.
-Please note: Sale items are neither returnable nor refundable and must be purchased in full directly from The Oriental Rug Gallery Ltd shop premises.
The Oriental Rug Gallery Ltd ‘Returns’ Collection Service:
-Please email us if you want us to arrange to collect returned goods on your behalf. We will confirm our or third-party courier availablity, the collection time and date booking slot and the charge for 'collection of returned goods', which will be deducted from the final refund amount.
-Our company policy does not permit our couriers or third parties to move, nor lift or carry furniture or ﬁttings, nor extract the collected returned goods for the client. Please do not request, as refusal may offend. The client is responsible for packaging and making ready the goods for collection, where any unauthorised moving, lifting or carrying action will automatically incur a charge, which will be deducted from the final refund amount.
-Once we have received the returned purchased goods and/or any complimentary gifts and are satisfied they have been returned in the same condition they were dispatched ie undamaged, unmarked, unused and in their original saleable condition, will issue a full refund for the purchase price less any collection fee and/or any outstanding admin fees/additional charges incurred.
While every effort is made to accurately display the colours and textures of items on our website, we cannot guarantee that your computer display will accurately portray the softness and suppleness of the wool and/or silk, the overall hand-woven finish and fineness, or the beauty and accuracy of the colours. We do not accept any responsibility if there is a misrepresentation of colour and our items cannot be construed as faulty should they vary from the colour, brightness and contrast settings displayed by your individual computer screen. Should you still wish to return your item for a refund, however, it will not be deemed 'faulty' and you will be responsible for the return delivery costs.
The handmade nature of our goods means that each item you buy is unique, where no two pieces can be exactly the same. We do, however, make every effort to ensure that all our items’ sizes, measurements and details are as accurate as possible.
Items are subject to availability, due to the handmade nature of our goods, and the individual sourcing thereof from their countries of origin. While we endeavour to source and/or fulfil your individual specifications and requirements, lead times between order placement, sourcing a particular piece, viewing and delivery are provided as guidelines only and are not contractually binding, should they differ from those originally stated.
The information on this website is provided by The Oriental Rug Gallery Ltd and is for general information purposes only. While we endeavour to keep this information up to date and correct, we do not guarantee that the information available on or through our website will be error-free, free of viruses, line or system failure, the interruption, defect, delay or omission in the operation or transmission thereof, or that these defects will be corrected.
We make no representations or warranties of any kind, expressed or implied, about the completeness, suitability, accuracy, availability or reliability, with respect to the website, information, products, services and/or related graphics on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
LIMITATION OF LIABILITY
We also reserve the right to correct any errors that may appear in this information without liability to you and to make changes to the features, functionality or content of our website at any time, without prior notice. In no event will we be liable for any loss or damage including without limitation, direct or indirect, special, incidental or consequential loss or damage, or any loss or damage or expenses whatsoever arising from loss of data or profits arising out of, or in connection with this website or the use thereof. In no circumstances, will we be “contractually bound” to supply you with our goods or services offered on the basis of any incorrect information, even if that incorrect information is mistakenly repeated in your order.
The site is the property of The Oriental Rug Gallery Ltd. You do not acquire or have any ownership, license or other proprietary interest in this website or the information contained therein.
All content and materials including, but not limited to, site layout, written and textual arrangement, copy, headers, screamers, paraphrased wording arrangements and use, photographs, graphics, design, logos, icons, images, data and software compilations, underlying source code and the compilation thereof, is the property of The Oriental Rug Gallery Ltd (unless otherwise indicated) and is protected by UK and international copyright laws.
AUTHORISATION TO REPRODUCE
Neither the content, company Trade Marks, nor any other part of the website may be used, reproduced, duplicated, copied, sold, resold, modified, or otherwise exploited, in full or in part, and cannot be used for any purpose without the prior written consent of The Oriental Rug Gallery Ltd. Any copy of any part of our website material must include the following copyright notice: © The Oriental Rug Gallery Ltd. All rights are reserved.
OTHER TRADEMARKS AND NAMES
All other Trade Marks or trade names referred to are the property of their respective owners.
No unauthorised copying or transferring of company names, logos, awards or claims of association or membership – directly or indirectly, either written, transferred or implied can be made for The Oriental Rug Gallery Ltd, the Guild of Master Craftsman or any other company’s trademarks, logos or awards displayed on this website. Any such action constitutes an illegal infringement and ‘passing off’ as stipulated by the Trading Regulations 2008, where the misrepresentation and/or direct use or similarity of goods or services are intentionally implied as having some association with or connection to the perpetrator and therefore constitutes legal action being taken, where required.
The Oriental Rug Gallery Ltd website may include links and information relating to other businesses and websites. We are not, however, responsible or liable for the content, nature, accuracy, views and/or opinions expressed or provided by these sites or their accessibility or further links that you may access as a result, as their information is not controlled, verified, monitored or endorsed by The Oriental Rug Gallery Ltd.
This contract shall be concluded in English only. The contract between us shall be governed by and interpreted in accordance with English law and the parties hereto submit to the exclusive jurisdiction of the English courts to resolve any disputes between us.
The Oriental Rug Gallery Ltd uses your email address as a convenient way to contact you about your order. From time to time, we may update you on relevant The Oriental Rug Gallery Ltd news but only with your permission. If you wish to opt out of receiving any such further information from us, please let us know by emailing us at: firstname.lastname@example.org. You will not receive any marketing email from any third parties as a result of your use of the site.
The Oriental Rug Gallery Ltd takes data protection very seriously, and as our valued customer your privacy is important to us. All data is treated with complete confidentiality and used in accordance with the legal provisions of the Data Protection Act 1998.
SECURITY & CONFIDENTIALITY OF INFORMATION
Any personal information that you submit is subject to this Privacy and Security Statement and our Terms and Conditions.
The Oriental Rug Gallery Ltd does not share, sell-on, distribute or disclose the Personal Information that you provide with any other parties, except to the extent that is necessary to complete your order and/or the delivery of your goods and to administer our business. We limit the collection and use of customer information to the minimum that is required for us to provide our full customer service to you. Our customers can be assured that we endeavour to safeguard any Personal Information that you share with us and maintain control of the confidentiality and security of our customer information, which is held in the strictest confidence and implement various security measures across all elements of our business to protect it.
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.
The Oriental Rug Gallery Ltd endeavours to offer a personal and friendly service to all our customers. We have taken great measures to ensure that your visit to our website is an excellent and an enjoyable one and that your privacy is constantly respected throughout.
Thank you for visiting our website, and we look forward to your next online visit!