Faults and your rights.

If you find a fault in a rug, tell us within 3 days of delivery at living@raheemandson.com, with your order number and daylight photographs of the whole rug and the fault. We collect the rug from you, repair it and send it back, and we pay the courier both ways.

This is an additional service. It is on top of your legal rights, not instead of them, and it does not reduce them.

These stay in place whatever this page says.

• United Kingdom: goods must be of satisfactory quality, as described and fit for purpose. You can reject faulty goods for a refund within 30 days of delivery. After that you can ask for a repair or replacement and, if that does not fix it, a price reduction or final refund. A fault that appears within 6 months is presumed to have been there at delivery (Consumer Rights Act 2015).
• European Union: a two-year legal guarantee that goods conform to the contract (Directive 2019/771 as implemented in your country). You can ask for repair or replacement and, if that fails or is not done in reasonable time, a price reduction or refund.
• India and elsewhere: the consumer law of your country applies, including where a product is defective or not as described.

Tell us as soon as you find a fault. We will not refuse a fault only because it was reported after 3 days. We will deal with it under your legal rights, and where the law gives you a refund for a faulty item, we will refund you as that law requires. On a change-of-mind cancellation or withdrawal we refund what we charged you. Import duties and taxes are paid to the carrier or customs on delivery, not to us, and are not refunded by us.

Outside the UK and EU, including India, write to us as early as you can and we will tell you honestly where your piece has reached. Because every piece is made to order, once production has started we cannot accept a change-of-mind return, but we will always deal with a faulty or wrongly described item under the law that applies to you.

In the UK, the EU and the EEA:

Rugs delivered to the UK, the EU and the EEA are made to the exact width and length you enter, so each one is made to your specification. Because of that, the statutory 14-day right to cancel does not apply to them once your order is accepted. This does not affect your other statutory rights, including those for faulty goods.

Furniture is not available for delivery to the UK and EU. Cushion covers, poufs, baskets and wall hangings are standard made-to-order pieces. If you are a consumer in the UK or EU, you may cancel an order for them within 14 days of receiving them, without giving a reason, under UK and EU law.

To cancel, use Withdraw from this contract, or email living@raheemandson.comwith a clear statement that you want to cancel and your order number. You can also use this model form: “To RS Living (living@raheemandson.com): I give notice that I withdraw from my contract for the following goods: [items]. Ordered on [date] / received on [date]. Name and address: [..]. Date: [..].” We will confirm receipt by email with the date and time.

We refund the price you paid for the items, to the payment method you used, within 14 days of the day we receive your withdrawal. We may wait until we have received the items back, or you have sent proof that you have sent them back, before refunding. Please send the items back without undue delay and within 14 days of telling us. You pay the direct cost of returning the goods. Please take reasonable care of the items while they are with you. Delivery is free, so there is no delivery charge to refund. We refund what we charged. Import duties and taxes are paid by you to the carrier or customs on delivery, not to us, and are not refunded by us.

A made-to-order, hand-finished piece varies slightly in colour, texture and scale from its picture. Some of our images are digitally rendered, so please read how made to order works. Normal wear, damage after delivery and misuse are not faults. A piece that is materially different from its description is a fault, and we will treat it as one.

• Email living@raheemandson.com with your order number and photographs.
• We reply with next steps and, for a rug reported within 3 days of delivery, we collect the rug (we pay the courier both ways).
• We repair it, or deal with it under your legal rights, which may include a replacement or refund.
• We keep you updated at each step.

Write to living@raheemandson.com. We will reply promptly and try to put things right.

Grievance Officer, RS Living: write to living@raheemandson.comwith “Grievance” in the subject. We acknowledge within 48 hours and aim to resolve within one month.

To see why a made-to-order rug differs from a ready-stock one, read made to order vs ready-stock rugs.