Frequently Asked Questions (FAQ) – Rugroyal

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Transform your home with the perfect touch: exclusive rugs that blend style, comfort, and quality. Find yours today!

Frequently Asked Questions (FAQ)

Where do your rugs come from?

All our rugs are handcrafted or woven using traditional techniques in Turkey. We handpick each piece for its quality, authenticity, and timeless design.

Where do you ship to?

We ship across Europe, including the United Kingdom and Ireland.

How long will delivery take?

We dispatch orders within 24 to 48 hours of purchase. Delivery times vary depending on the destination, but most orders within the EU arrive within 2 to 5 business days.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, MasterCard, etc.), PayPal, and other secure online payment options. All payments are processed via SSL encryption for your safety.

Can I return a rug if I’m not satisfied?

Absolutely! You have 14 days from the date of delivery to return your rug if it’s not what you expected. Just make sure it’s in perfect condition and in its original packaging.

Who covers the cost of returns?

If you simply changed your mind, return shipping costs are your responsibility. However, if the item arrived damaged or we made a mistake, we will cover all return shipping costs.

How should I care for my rug?

We recommend regular vacuuming without a rotating brush, avoiding prolonged direct sunlight, and using professional cleaning services specialized in wool or oriental rugs if needed.

What makes your rugs special?

Beyond their artisan origin and premium materials, every rug tells a story. We work directly with Turkish artisans, ensuring fair trade practices and helping preserve traditional craftsmanship.

Do you have a physical store?

We currently operate exclusively online. This allows us to offer more competitive prices and a more convenient, flexible shopping experience.

Can I get help choosing the right rug?

Of course! If you need assistance, just contact us via our contact form or email us at customerservice@rugroyal.com — we’ll be happy to help you find the perfect piece for your space.

Preamble

To apply these general terms of sale, it is agreed that the User and RugRoyal will be collectively referred to as the “Parties” and individually as a “Party.” Once an order is validated, the User becomes the “Buyer.” All rights and obligations of the User apply to the Buyer.

Users declare they are of legal majority in their country of residence and have legal capacity or proper authorization.

By placing an order for any product offered on the site, the User accepts these General Terms of Sale, even without providing a physical signature.

These Terms apply without restriction to all sales between RugRoyal and non-professional Users who purchase through the website. They are accessible on the website and override any other contradictory document.

Unless otherwise stated, data recorded by RugRoyal serves as proof of all transactions. Clicking “BUY” to validate an order constitutes an electronic signature, equivalent to a handwritten one, and proves acceptance of the entire order and the amount due.

Access to RugRoyal’s site is via standard Internet access. No extra connection charges apply. These Terms are subject to change, with applicable conditions being those in force at the time the order is validated. Printing or saving a copy is the Buyer’s responsibility.

Art. 1. Purpose

These Terms exclusively define the Parties’ rights and obligations for online product sales on the website, governing every step from browsing to order finalization. If any clause fails, current practices in Hong Kong’s distance selling sector shall apply.

Art. 2. Products – Price

2.1 Price

Prices include applicable VAT and discounts on the order date, within available stock limits. Shipping costs are extra and specified at final validation.

RugRoyal reserves the right to change prices at any time. Orders with pricing or descriptive errors may be canceled and refunded.

2.2 Crossed-Off Prices

Displayed struck-through prices are indicative and reflect supplier estimates of average retail prices in traditional networks on the sale date.

Art. 3. Recording and Validating an Order

3.1 Website Navigation

Users may browse RugRoyal’s offerings without obligation to purchase.

3.2 Registration and Password

Registration is required. Users provide personal identification information. RugRoyal ensures data confidentiality post-password entry. Users are responsible for safeguarding their passwords.

Password recovery is available via the “forgotten password” function. Users may authorize RugRoyal to send promotional emails.

3.3 Placing an Order

Orders must include all required information and indicate acceptance of these Terms. Orders can’t be placed from unauthorized countries.

Users add products to the cart, view or continue shopping, or proceed to checkout. Identification via login or registration is required to finalize orders. Before payment, Users verify order details, including product information, prices, shipping, and contact data.

3.4 Order Validation

To confirm, Users click “Pay for the order” and provide credit card details (holder name, number, expiry, cryptogram). RugRoyal uses SSL-secured Electronic Payment Terminals (EPT). RugRoyal does not store payment details and disclaims responsibility for payment processing.

Once validated, the order becomes binding, and the Buyer is liable. Order records serve as contractual proof.

3.5 Order Confirmation

A confirmation email is sent with all order details and estimated dispatch. Clients are encouraged to save or print this confirmation.

3.6 Advance Cancellation

Made-to-order items with 12–18 week dispatch periods cannot be canceled, even with delays. For in-stock or in-transit items, cancellations are only allowed within one calendar week post-payment and yield an 80% refund (20% covers admin costs). Late cancellations before dispatch receive 60% refunds.

Cancellations must be submitted via the customer account portal. Refunds are processed within 30 working days.

3.7 Right of Withdrawal

Refusing delivery or canceling after dispatch incurs delivery and return deductions. Withdrawal rights do not apply to made-to-order items.

Art. 4. Coupons and Vouchers

4.1 Coupons

Coupons are issued by code and may be sent during promotions or credited directly to accounts.

4.2 Conditions

Coupons may require minimum order values and expire without replacement. Missed coupon usage during checkout cannot be claimed retroactively.

4.3 Usage

Enter the coupon code in the “Summary” window and click “Ok” to apply the discount before shipping charges.

4.4 Refunds with Coupons

Coupon value is proportionally distributed across order items. Refunded items will reflect this allocation.

4.5 Vouchers

RugRoyal may issue vouchers as goodwill gestures. They’re valid for 3 months and applied at checkout via the “credit” option. Vouchers are non-refundable.

Art. 5. Payment

5.1 Total Order Amount

The full amount is shown before checkout and in the confirmation email.

5.2 Payment Methods

Payments are accepted via Visa, MasterCard, or bank transfer. PayPal users must manage address changes directly through PayPal.

5.3 Confirmation

Orders are valid once payment is confirmed. Bank rejections void orders. RugRoyal may refuse orders due to disputes or prior payment issues.

5.4 Timing

Debit cards are charged 2–5 days post-order. Deferred cards follow their usual schedules.

5.5 Exceptional Verification

For fraud prevention, RugRoyal may request ID and proof of residence. Non-compliance may result in order cancellation and refund.

Art. 6. Availability

6.1 Shipping and Delivery

Shipping costs depend on product size, weight, and destination. Delivery details are shown before payment. Most in-stock items dispatch in 48 hours.

Out-of-stock items show estimated times, which may vary due to factors like weather or supplier delays.

Buyers are responsible for inspecting packages before signing. “Subject to unpacking” has no legal standing. Damage must be reported within 24 hours. All packaging must be kept. Redelivery due to client absence incurs extra charges.

VAT and customs conditions vary by region. Unpaid duties result in return and additional costs.

Invoice changes (e.g., individual to company) must be requested within 24 hours.

6.2 Non-Compliant Goods

Inspect goods at warehouse pickup. Report any issues and refuse receipt if needed. Claims must be made within 24 hours to RugRoyal customer service.

Returned or failed deliveries may incur reshipment fees.

Art. 7. Withdrawal and Returns

Buyers have 14 calendar days to request a return via their account. Made-to-order items are excluded.

After return authorization, Buyers have 8 business days to return items at their own expense.

Returned products must show minimal use. If compliant, RugRoyal refunds the order (excluding shipping) within 14 days of receipt.

Returns must be tracked, and the Buyer is responsible for proof of return.

Art. 8. Data Protection

8.1 Personal Information

Collected data includes name, email, address, and phone number, used for fulfilling orders and support. Legal bases include consent, contract fulfillment, legal obligations, and legitimate interests.

Data is shared only with necessary service providers or legal authorities. Data is retained for 4 years.

Data may be stored outside the EU. Users may access, modify, delete, or object to use of their data and file complaints with local data protection authorities.

Contact: info@rugroyal.com

8.2 Cookies

Session cookies are created during login and deleted upon logout.

8.3 Web Beacons

Used for anonymous visitor tracking and advertising efficiency; no personal data is collected.

Art. 9. Guarantees and Responsibilities

9.1 Product Information

RugRoyal provides accurate product descriptions, but errors may occur. Images are illustrative and may not reflect real colors or materials.

Some products intentionally include vintage styling or handcrafted variations.

9.2 Guarantees

Warranty details are listed in product descriptions. Contact RugRoyal Customer Service for defective items.

9.3 Responsibility

RugRoyal’s liability is limited to the order total. It’s not responsible for Internet or system failures or improper product use.

Buyers are responsible for compliance with import laws in their country.

Art. 10. Partial Invalidity

If a clause is invalidated, the rest of the Terms remain enforceable.

Art. 11. Intellectual Property

Website content is protected by copyright and is RugRoyal’s property. Links require prior approval. RugRoyal is not liable for linked website content.

Art. 12. Entire Agreement

These Terms and the order summary form the complete contract between the Parties.

Art. 13. Duration

Terms apply as long as products are available for sale on the website.

Art. 14. Force Majeure

RugRoyal is not liable for failure to deliver due to events like strikes, disasters, or shipping interruptions. If delivery is impossible after two months, the Buyer will be fully refunded.

Art. 16. Legal Notices

Company:

Jasper Group Corporation Limited

14 Science Museum Road

917A, Blk A/9F, New Mandarin Plaza

Tsim Sha Tsui, Hong Kong

Reg# 76669577

Email: Contact

Art. 17. Governing Law and Jurisdiction

These Terms are governed by Hong Kong Law. Disputes will be handled under common law jurisdiction.