GENERAL TERMS AND CONDITIONS
Unless otherwise stated, all our communications and relation with the customer are bound by these general terms and conditions. These are not exhaustive. Management reserves the right to make decisions on situations which are not covered in the scope of these terms and conditions.
Before placing an order please ensure that the measurements and all other details are correct. Any errors in the order confirmation must be reported in writing to Ocean Rugs on email@example.com within 24 hours of ordering under penalty of inadmissibility. Should you realise that your order is wrong for whatever reason we will try our best to accommodate or rectify this for you, however we cannot take any responsibility for order placing.
Delivery of goods and services
The goods travel at the risk of the customer, even if shipped carriage paid. We aim to deliver your goods within 21 days.
Delivery times are only approximate, even if they have been stipulated by agreement. In the event of an abnormal delay in delivery, the customer shall be entitled, except in cases of force majeure or regularisation by us within 30 days of a registered notice of default, to cancel the order in writing without either party being able to claim compensation. Force majeure is understood to be danger of war or war, strikes, lockout, major transport disruptions, disruptions in (data) networks, government measures, scarcity of raw materials, exceptional weather conditions, fire and all other circumstances beyond our control that hinder the normal course of our activities.
If on arrival the packaging is damaged, please ensure that it is marked on the courier’s delivery note, as we are unable to pursue any claims against them if the delivery was marked received in good condition.
Please report any damages to us with accompanying photographs within 48 hours of delivery under penalty of inadmissibility of any complaint. The damaged goods delivered by any courier must be made available by the customer for 14 days for the courier to investigate the complaint if requested.
Ocean Rugs cannot be held responsible for item images being misinterpreted on customer’s devices (due to device setting etc.). Whilst every effort is made to accurately reproduce images of our products, different monitor settings can have an effect on the appearance of colours. We cannot accept refunds on incorrect colour shades as they will not be deemed to be faulty.
Please contact us before attempting to make any returns for an authorisation reference and our returns address. Which may be different than the address the rug was sent to you from.
Returned items remain your responsibility until received by Ocean Rugs and so must be sent on a tracked and insured service. Ocean Rugs are not responsible for any items lost in transit.
All purchases may be returned within 28 days of receiving the original purchase providing they are in the original packaging and in the same condition of original purchase. A copy of the purchase receipt will also be needed in order for Ocean Rugs to accept the return of the item.
When making a return please provide your name, date of purchase and order number along with a copy of the purchase receipt to firstname.lastname@example.org. A reason for your returned goods is not necessary but would be helpful to improve our service.
Ocean Rugs will only refund return shipping costs should an item be found to be faulty. For non-faulty items courier expenses for the return of the unwanted goods are the responsibility of the customer and may not be claimed back. This does not affect your statutory rights.
All returned items will be thoroughly inspected to ensure they have been returned in the same unopened condition as they were despatched.
Once the returned item is received and processed by our team, we will endeavour to issue your refund within 14 days and confirm this to the email address provided. We aim to provide a refund sooner than stated, however in some cases the investigation may involve external companies. Please note that refunds will only be made to the account used to purchase the goods from us.
Past 28 days from delivery Non-faulty items are not eligible for a refund and may only be exchanged for another item (of the same or higher value) or for In-Store credit. Please note that in-Store credit expires after a year.
If you would like to exchange your item for a different size/colour etc., the returns process will still be the same as that of a Non-Faulty Return. Please contact our team at: email@example.com with as much information as to arrange your new item and delivery as soon as possible.
Note that exchanged items are returned at your expense, please use a tracked and insured service as Ocean Rugs are not responsible for any items lost in transit.
If there is a price difference between exchangeable items, we will either refund or invoice the difference – please contact us on firstname.lastname@example.org for more information.
At Ocean Rugs we check our rugs thoroughly before sending them out to you. However, we ask that customers immediately upon delivery examine whether the quality and/or quantity of the goods corresponds to what was agreed.
In the unlikely event that a rug is delivered damaged or faulty (other than aforementioned transport damage) this must be communicated to us within 14 days after delivery under penalty of inadmissibility. When making a return please provide your name, date of purchase and order number along with a copy of the purchase receipt to email@example.com.
Once notified of damages or faults we will arrange for our courier to collect your purchase and a replacement or full refund will be issued once the rug has been received and inspected. If the complaint is well-founded we will happily exchange or refund your purchase. Please note that our obligation is limited to the replacement or repair of the defective goods, at the discretion of management and on a case by case basis. The customer is not entitled to compensation, including for the removal of the defective goods. In the absence of repair or replacement, our liability shall in any case be limited to the invoiced price of the goods. In case of replacement we cannot guarantee that the new goods originate from the same production lot as the defective goods.
We are not responsible for static electricity or the transformation of goods as a result of climate conditions.
All returned items will be thoroughly inspected to ensure they have been returned in the same condition as they were despatched. Unfortunately, if within the 14 days since delivery the goods have been used it will entail the irrevocable acceptance of the goods by Ocean Rugs. Defective goods can only be returned after our express written consent and provided that they have been correctly packed in order to avoid damage during and through transport.
Under no circumstances can we be held liable if the defects are the result of a fault on the part of the customer, such as: improper storage or handling, abnormal use or lack of maintenance, incorrect placement, stains resulting from the use of inadequate cleaning products or accidents, etc., without this list being exhaustive.
Due to the differences in the dye baths, the colour of a product or rug can always deviate from the sample. We cannot accept complaints regarding colour differences.
For further information on our returns procedures, please contact us on firstname.lastname@example.org and we will do our best to reply within 24hrs.
Bespoke, private commissions or made to order rugs are non-returnable and cannot be cancelled once the order has been placed on our website. Please ensure all details and measurements are correct before accepting or placing your order.
Payment for bespoke orders
Unless otherwise agreed in writing, payment for bespoke/private commissions or orders are payable within 5 working days of order being placed. Please note that bespoke orders will not be processed until payment has been received. Written confirmation will be necessary before bespoke orders are accepted to be carried out, as well as below conditions for payment.
Changes to your order will not be possible once the order has been placed as the rug will commence manufacturing straight away. Please note that estimated time for delivery is 26 to 52 weeks, this is only for guidance purposes and will depend on the intricacies or size of the order.
For bespoke orders 50% of the total cost of the rug is to be paid up-front. With the remaining 50% to be paid before delivery. Failure to receive payment within 14 days will render the order as cancelled. The goods remain property of Ocean Rugs until full payment has been cleared. Once the goods have been delivered, the customer bears all risks, even in the event of force majeure, and bears the duty to store them. Bank charges for payment are at the expense of the customer.
Failure to receive second 50% payment for a bespoke rug which is to be delivered will incur in loss or order. We reserve the right to suspend the customer from placing further orders without notice of default. Additionally, the customer may incur prosecution to cover costs and damages caused to Ocean Rugs.
A complaint does not suspend the customer’s payment obligations.
Cancellation of the order / Termination of the agreement
In the event of default on the part of the customer, we have the choice either to demand the compulsory performance of the contract or to dissolve the contract at the expense of the customer, all this with compensation.
In all cases where the agreement is cancelled by the customer or is dissolved at their expense, they shall owe us. In the case of goods specifically manufactured for the customer, the compensation shall be 100% of the price. In the event of cancellation by the customer or dissolution of the agreement at the customer’s expense for standard goods before delivery but after manufacturing in our company, the compensation will amount to 75% of the price.
Good to know
Shading or pile reversal: all cut-pile carpets may be subject to a physical effect which is called ‘shading’. Shading occurs as a permanent local change in the pile direction. This phenomenon is very rate and is not caused by a manufacturing defect and therefore does not constitute a defect that can trigger our liability.
Shedding: is a natural characteristic of a deep pile rug and is not deemed to be a fault. This is common on both acrylic and wool rugs and should be taken into consideration when choosing a suitable rug for your home. Please note that shedding is most evident when the rug is new, after a little use shedding greatly reduces.