Terms & Conditions

Welcome to the The Real Rug Company web site terms and conditions for use. These terms and conditions apply to the use of this website at www.therealrugcompany.co.uk By accessing this web site and/or placing an order, you agree to be bound by these terms and conditions.

Using this website indicates that you accept these terms regardless of whether or not you choose to order from us. If you do not accept these terms, do not use this website.

The www.therealrugcompany.co.uk website is operated by:

Mypashmina Ltd , a company registered in England and Wales,
Our company registration number is 05708615.
Our VAT registration number is 825493707
Telephone number: 01353 771934 


1.1 You will be able to access most areas of this Website without registering your details with us. Certain areas of this Website are only open to you if you register.

1.2 We may revise these terms and conditions at any time by updating this posting. You should check this web site from time to time to review the then current terms and conditions, because they are binding on you. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages of this web site. If you do not wish to accept any new terms and conditions after we have given notice, you should not continue to use this web site.


2.1 You are deemed to place an order with us by ordering via our on-line checkout process. As part of our checkout process you will be given the opportunity to check your order and to correct any errors. We will send you an order acknowledgement, detailing the products you have ordered.

2.2 Our acceptance of an order takes place when we dispatch the order. We will send you a dispatch confirmation by email. When we dispatch the order, the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.

2.3 We may refuse to accept an order:

(a) Where goods are not available;
(b) Where we cannot obtain authorization for your payment or proof of your payment;
(c) If there has been a pricing or product description error; or
(d) If you do not meet any eligibility criteria set out in our terms and conditions.


3.1 All prices include VAT (where applicable) at the current rates

3.2 Where we charge separately for packing, carriage and insurance and other relevant charges, the appropriate rates are calculated and details are given in your shopping basket prior to placing your order.

3.3 Our prices are reviewed periodically.

3.4 All reference to “Value” and “order value” on the site and within the context of your dealings with us refer to the TOTAL PAID. Therefore if you order an item listed as costing £100, but use a discount code to save £10, your ORDER VALUE is £90.
This can be important to remember, as if the discount code or promotion takes your ORDER VALUE below £70 as you will no longer be eligible for Free Shipping and Free Returns, unless expressly stated otherwise.


4.1 If you wish to cancel your order:
(a) You can notify us by email ( mail @ therealrugcompany.co.uk) before we have dispatched the goods to you; or

(b) Where goods have already been dispatched to you, by returning goods to us in accordance with clause 4.2 below.

4.2 You can return goods you have ordered from us for any reason provided that you notify us in writing within 30 calendar days of delivery (beginning with the day following delivery of your order) for a full refund or exchange. The costs of returning goods to us shall be borne by you.

4.3 Upon receipt of the goods we will give you a full refund of the amount paid or an exchange as required.

4.4 The rights to return the goods to us as referred to in clause 4.3 will not apply in the following circumstances: –

In the event that the product has been used
To any products that we have made or customised specifically for you
The provisions of this clause 4.4 does not affect your statutory rights.

4.5 Whilst every effort is made to ensure that goods are accurately represented on our site, we make no guarantees about the accuracy of any photographic representations used.

4.6 Approval Period. You can order 1 rug on approval for a period of up to 7 days. If you decide to return it within this time, we will pay for the cost of collection if your order is for more than £70. Any more than 1 rug, you will be responsible for the cost of returning all of them. If your are not in when the courier we have arranged comes to collect, you will be responsible for arranging the return shipping.

4.7 Returned rugs must be sufficiently well packaged to arrive back with us in perfect condition. If they become damaged in transit, this is the customers responsibility and we will not be able to refund or exchange the rug. Although we will return the rug to you on request.

4.8 Where a replacement is to be sent, we shall wait until the original item is fully returned and checked before sending the second. This covers all situations, regardless of whether the swap is a simple exchange of style or size, or whether we are rectifying an error. An exchange will usually take 4-5 working days in total, but is not limited to this time-frame dependent upon individual circumstances.

4.9 If the rug is damaged in transit , you have 24 hours from the time of delivery to inform us and the courier. (i know this is a short time, but it is the couriers terms and conditions, and we can’t claim from them for damage unless we inform them within this time). So please open and inspect your order as soon as you receive it. I recommend always signing for any shipment as damaged by default, so that you can always claim!

4.10 Our standard warranty is 1 year, so if your rug develops a defect within 1 year, we will replace it. Normal wear and tear and reasonable shedding is not a defect.

4.11 If you have paid the minimum delivery charge (normally applicable to orders under £70), and you return your rug within 14 days, we will reimburse £10 towards the aforementioned delivery charge.


5.1 Once the rug has left our factory, the shipping cost on bespoke and made to order rugs is not refundable under any circumstances.

5.2 We start work immediately on receiving your order. You can cancel within 24 hours of placing your order with no penalty. After this point, we will refund a maximum and the lowest of £500 or 50% of the price of the rug.

5.3 If you cancel your order before the rug leaves our factory, we will refund you any shipping fees you have paid, before refunding a maximum and the lowest of £500 or 50% of the price of the rug.

5.4 You can return your bespoke or made to order rug for any reason provided that you notify us in writing within 30 calendar days of delivery (beginning with the day following delivery of your order). The costs of returning goods to us shall be borne by you. We will refund a maximum and the lowest of £500 or 50% of the price of the rug.


6.1 To use a voucher, you must enter it on the website. We can not accept vouchers by phone.

6.2 Vouchers are not valid against shipping charges (shipping is usually free, but in cases where it is not, the voucher is not valid)

6.3 The redeemable value of the voucher is 0.00001p

6.4 No change will be given if the value of the item purchased is less than the face value of the voucher.

6.5 It is not possible to change or extend the expiry date of a voucher.


7.1 We will use an appropriate courier for the size of the rug you have ordered.

7.2 We will let you know which day it will be delivered

7.3 If you are not home for delivery, we will attempt 1 re-delivery. Subsequent deliveries will incur a charge of the amount the courier charges us.