TERMS & CONDITIONS
These Terms and Conditions of Trading (‘Agreement’) apply to all online sales between Surface Ideas
and our subcontractors (‘us/we/our’) and the Customer (‘you/your’) in relation to all sales of goods and services.
Product Description
We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.
Product Size and Colour
Due to the computer color range nature, the final color may differ slightly from those specified. All of our products are handmade, and rugs can vary in size by up to 10cm in width or length from the size shown. Likewise, colours can vary slightly from rug to rug. This is normal and, by placing an order via this website, you confirm your understanding and acceptance of this. Please contact us for other changes such as colours, sizes or shapes.
Stock Availability
All in stock placed orders can be cancelled by Surface Ideas within 24hs due to stock unavailability. In this case you’ll receive an email from our sales team to suggest another protuct using your credits or to inform you the payment cancellations procedures.
Care, Cleaning and Maintanance
It is recommended to use a vacuum cleaner or brush with soft bristles.
Always brush in the direction of the wire.
Avoid rubbing from side to side in alternating movements to not damage the fibers.
Every six months, remove your carpet from the area, brush well and vacuum up the residue.
Leave the carpet in a ventilated and dry place, inside out, for three or four hours.
In the event of spillage and liquids such as wine, coffee, tomato sauce or even animal urine, it is recommended to use an absorbent paper immediately, pressing the affected area several times, removing as much residue as possible.
Avoid circular movements so as not to spread the dirt.
Make use of a neutral detergent solution (note that NEVER use products such as chlorine or any other bleaching agent, only neutral detergent well diluted in the ratio of 1 teaspoon to 1 liter of water).
Place the solution in a spray bottle, spray lightly on the spot and absorb with a clean dry white cloth or paper towel.
Spray only clean water on the site and absorb with a clean, dry cloth.
Keep your rug or carpet away from products containing CHLORINE.
Do not use products such as “Rugs and Carpets Cleaner”, easily found in markets from different brands. They can damage your rug.
Never use abrasive or other products that may cause damage to textile fibers.
Never use hot water, steam, or products alike.
To wash our products it is recommended to hire a specialized company, which must follow all the recommendations on the product label.
Placing an Order
By placing an order with us you are deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with or unclear about any aspect of these terms, please Contact Us before placing an order or email at [email protected]
Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our Delivery and Returns policy.
All delivery dates and lead times are only estimates and subject to change from time to time. We accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery.
After placing an order we will not accept further changes. The client has 24hs to cancel an order.
Final artwork illustrating the rug you choose will be made available through your email once the order is placed.
Receipt of Order Confirmation
You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence.If you do not receive this email please contact us, so that we may investigate and confirm that your order has been placed successfully.
Payment
We accept Paypal. Amazon Pay and bank transfers. All payments are made securely online and your credit card details will not be saved.
Prices
All prices quoted on this website are accurate at the time of publication, are quoted in US Dolars.
Delivery
We deliver to most national and international destinations. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible. Please, contact us for more precise international shipping estimate.
Rugs and tapestry delivery in the US is a flat rate of $180 per order (no matter how many items in one order).
International deliveries are charged by volumetric weight, and are calculated after the checkout, via email.
In-stock items will be delivered within 10-20 business days depending on your destination.
Customized rugs will be delivered within 08-10 weeks.
Please, check the product integrity before sign the delivery receipt.
It is recommended that you keep the original packaging in order to make returning items easier.
Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of The Rug Company or delay due to any reasonable rescheduling of delivery.
Please contact us for all deliveries outside US and Canada.
Return Polices
At Surface Ideas, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.
Please note returns and exchanges are not possible on any custom items.
Items from ‘in stock” can be returned within 3 days of product delivery.
To return an “in stock” item, Surface Ideas must be notified in writing ([email protected]) within 2 days of product delivery.
Customer is responsible for shipping costs and package to return products. It is recommended that you keep the original packaging in order to make returning items easier.
When returning a product, client can opt to receive a refund as a store credit or get its money back.
Please note: Returns are not possible on any Custom or Bespoke items you have ordered online. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.
All returned rugs will go through an analysis. The acceptance of the returned items are subject to Surface Ideas analisys to ensure that the product is in the same condition as it was delivered.
Please note returns and exchanges are not possible on any custom items.
Custom
Please note larger sizes may take longer to make than our standard lead time.
Warranty
We garantee manufacturing imperfections as loosed yarn, ripples, etc.
Force Majeure
Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an act of God, war, strikes, lock-outs, flood, drought or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract.
Data Protection
We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers. So we’d like to reassure you that any information you provide here will remain safe and secure.
Security of payment
If your credit card is lost or stolen and used fraudulently as a direct result of being used to buy from our site before you tell your credit card issuer, we will assume liability for the first £50 of your loss. Your credit card company is under obligation to take responsibility for the rest. If your card is still in your possession and used fraudulently, your credit card issuer is under obligation to take responsibility for your entire loss. We will use reasonable endeavours to work with your credit card company to minimise the hassle for you.
Arrangements that protect you against the fraudulent use of debit cards are different, and you should check with your debit card issuer.
Title and Risk
We retain ownership of any products ordered until we have received full payment for such products.
Complaints Procedure
If you have any queries, issues or complaints in relation to any products purchased from Surface Ideas, please contact [email protected]
