Terms & Conditions
Last updated: 03 September 2026
Welcome to the website of The Handmade Rug Co. These Terms & Conditions apply to your use of this website. By accessing or using it, you agree to be bound by these terms. If you do not accept them, please do not use the website.
1. About Us
This website is operated by The Guild of Oriental Rugs Limited, trading as The Handmade Rug Co.
- Company number: 08954428
- Registered office: 14 Oliver Business Park, London, England, NW10 7JB, United Kingdom
- Email: hello@thehandmaderug.com
References in these terms to “we”, “us” and “our” mean The Guild of Oriental Rugs Limited, trading as The Handmade Rug Co.
2. Use of the Website
You agree to use this website only for lawful purposes and in a way that does not:
- Infringe the rights of, or restrict or inhibit, another person’s use of the website;
- Interfere with the security, operation or availability of the website;
- Introduce viruses, malware or other harmful material;
- Copy, reproduce, distribute or use website content for commercial purposes without our prior written consent.
We may suspend, restrict or withdraw access to the website at any time where reasonably necessary.
3. Website Content
We take reasonable care to keep the information on this website accurate and up to date. However, content is provided for general information only and should not be relied upon as professional, valuation, restoration or purchasing advice.
Descriptions, photographs, dimensions, colours, origins, ages and condition information relating to rugs or other items are provided in good faith. Handmade and antique items naturally vary in colour, texture, weave, condition and appearance. Screen settings, photography and lighting can also affect how colours appear.
We may amend, remove or update website content at any time without notice.
4. Products, Services and Availability
Any rugs, products or services displayed on the website are subject to availability. We may withdraw or amend products, services, prices, descriptions or availability at any time.
Where we provide a quotation for cleaning, restoration, storage, valuation, collection, delivery or another service, it is based on the information and condition visible or supplied at that time. A final assessment may identify further work, risks, costs or limitations, which we will discuss with you before proceeding where appropriate.
5. Orders and Payment
When you place an order or make a booking, you may receive an acknowledgement or confirmation email. This does not necessarily mean that we have accepted your order.
A contract between you and us is formed only when we confirm acceptance of your order or booking, or begin providing the agreed service.
We reserve the right to refuse, cancel or amend an order or booking where reasonably necessary, including where:
- A product or service is unavailable;
- There has been an error in pricing or description;
- We cannot verify payment, delivery details or other relevant information;
- We reasonably believe an order is fraudulent, unauthorised or made in breach of these terms.
Unless agreed otherwise, payment must be made using the methods shown or agreed at the time of purchase or booking. We may require a deposit or payment in advance for certain products or services.
6. Collections, Deliveries and Customer Property
Where collection or delivery is arranged, you must provide accurate address, contact and access information. You are responsible for ensuring that items are accessible and that any relevant parking, loading or building-access arrangements are in place.
We will take reasonable care when handling customer property. However, rugs and textiles—particularly antique, handmade, fragile, worn, previously repaired or damaged items—may carry inherent risks during handling, cleaning, restoration, transport or treatment. These may include colour movement, shrinkage, texture or pile change, weakening of fibres, loss of fragile areas, odours becoming apparent, or changes to prior repairs.
Where an item requires specialist treatment, we will use reasonable care and skill. Our liability remains subject to section 8 below.
7. Cancellations, Returns and Refunds
If you purchase goods or services as a consumer online or by telephone, you may have cancellation rights under the Consumer Contracts Regulations 2013, subject to applicable exceptions.
Cancellation rights may not apply, or may be limited, where:
- Services have been fully performed with your agreement;
- You have requested work to begin during the cancellation period;
- Goods are made to your specification, personalised or altered;
- The goods are unsuitable for return for hygiene or other lawful reasons once handled;
- A product has been damaged after delivery or is not returned in the condition supplied.
For products purchased online, please contact us promptly if you wish to cancel or arrange a return. We may ask for photographs and details before approving a return. Unless the item is faulty, incorrectly supplied or otherwise required by law, you may be responsible for return-delivery costs.
Nothing in this section affects your statutory rights.
8. Liability
Nothing in these terms excludes or limits our liability for:
- Death or personal injury caused by our negligence;
- Fraud or fraudulent misrepresentation; or
- Any liability that cannot lawfully be excluded or limited.
Subject to the above, we will not be liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, loss of goodwill or loss of anticipated savings.
To the fullest extent permitted by law, our total liability in relation to any product, service, collection, delivery or other matter arising under these terms will not exceed the amount paid by you for the relevant product or service, except where a different amount is required by law.
This does not affect your statutory rights as a consumer.
9. Intellectual Property
All content on this website, including text, photographs, branding, logos, graphics and design, is owned by or licensed to us and is protected by applicable intellectual-property laws.
You may view and print website content for personal, non-commercial use only. You must not reproduce, adapt, publish, distribute or commercially exploit any website content without our prior written consent.
10. Third-Party Links
This website may include links to websites operated by third parties. These links are provided for convenience only. We do not control and are not responsible for the content, availability, security or privacy practices of third-party websites.
11. Privacy and Cookies
Your use of this website is also subject to our Privacy Policy and Cookie Policy.
12. Changes to These Terms
We may update these Terms & Conditions from time to time. Any changes will be posted on this page with an updated revision date. Your continued use of the website after changes are published constitutes acceptance of the updated terms.
13. Governing Law
These terms are governed by the laws of England and Wales. If you are a consumer, you may also benefit from mandatory provisions of the law of the country in which you live.
The courts of England and Wales will have exclusive jurisdiction over disputes arising from these terms, except where applicable law provides otherwise.
14. Contact
If you have any questions about these Terms & Conditions, please contact:
The Guild of Oriental Rugs Limited, trading as The Handmade Rug Co
14 Oliver Business Park
London
England
NW10 7JB
United Kingdom
Email: hello@thehandmaderug.com