Terms & Conditions

Terms and Conditions are subject to change, for the latest version on these Conditions please see it online on our Website. These Conditions can be saved electronically or printed by all users of our Website. Whilst they remain posted on our Website, these Conditions will apply to all transactions carried out via our Website, e-mail and by telephone. Terms and conditions for orders placed by telephone, e-mail or via the Rug’Society website.

By placing an order, you are accepting Rug'Society terms & conditions as listed below. If any aspect of these terms is unclear, please contact us before placing an order - either by telephone on +351 915 204 697, or email at info@rugsociety.eu.


Price & Packaging

Prices always refer to a single unit and VAT is not included. Legal tax and fees must be subsequently added to the price. Packaging is included in the price. If custom packaging specification is required, the customer should instruct when placing the order and it will be charged accordingly.


Handmade Rugs & Materials

All our products are handmade and we carefully ensure that the description and specification of our rugs are correct. 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, as the color reproduction of the products is a close representation and once that a slight variation in colors and size may occur from dye lot to dye lot, we cannot accept any responsibility for any variation in color caused by the browser software, screen or computer system used to view the products.

Wool, Botanical silk, viscose and linen rugs are made of natural fibers and as with all natural products, a slight deviation in texture and color may occur from dye lot to dye lot. Where exact color match is required, please advise our customer service department and we will forward a cutting from actual production for customer approval prior to shipment. When placing the order, customers should request a water proofing treatment in order to preserve the rug’s original quality and extend its durability.

Botanical silk, viscose and linen have some specific features. One of them is the different color effect that it presents, especially when it is a plain carpet. Along the surface of the carpet, slight variations of color occur (similar to what occurs with velvet), which gives a different effect depending of the side view. This does not constitute a defect; this is simply a characteristic of these cellulosic raw materials. During the first months it is normal that pilling may occur. This is not a manufacturing defect; it is another common characteristic of this type of fibers. The quantity of the pilling will start diminishing after some weeks of use and it does not affect in any aspect the carpet’s resistance, aspect and quality. To help your rugs remain in good conditions, please request our Clean & Care instructions.


Custom | Bespoke Orders

For every custom and bespoke orders, customer should always ask for advice from product specialist and brand ambassador to confirm viability of materials finishes, dimensions and prices. By placing an order, you confirm your understanding and acceptance of this. If you require a rug of a specific size, please contact us by telephone on +351 915 204 697, or email at info@rugsociety.eu.


Contact Details

Contact details submitted by registration, website forms and other communication channels in interaction with Rug’Society are collected, used and disclosed within Covet Group brands, which include but are not limited to Boca do Lobo, BRABBU, BRABBU Contract, Foogo, Maison Valentina, PullCast, Circu, Covet House, DelightFull, Luxxu, Luxxu Home, Essential Home (collectively, "Covet Group”), and third parties.

We are responsible for the processing of your Personal Data (as defined below), as a data controller, collected when you access or use our technology platforms, engage with us via social media, or when you otherwise interact with us though online experiences, including our websites and our blogs. If our information practices change, we will post an updated policy on our website. You can tell if the policy has changed by checking the revision date that appears above. You may exercise your choices about how we collect and use your information consistent with this policy at any time.

Buyers may cancel their registration and account at any time. For your security, requests to terminate accounts MUST originate from the registered email account at Rug’Society addressed to info@rugsociety.eu. Under no circumstances will a cancellation request received via the phone or otherwise be accepted.


Adjudication & Payment

Proformas should be signed and stamped by the customer as a form of approval of the described content. A 50% deposit minimum is required to start the production of customer’s order and the balance payment prior to shipping from Portugal until three (3) days before expedition date. Customized pieces or large value orders will require a 100% deposit to start the production. Payment must be made by account transfer (in Euro € for the Euro account and USD $ for the Dollar account) and a confirmation (receipt) of the transfer must be sent by email to info@rugsociety.eu . All pieces are the property of Rug’Society until payment in full is received.


Lead Times

Production lead time for standard products is 4 to 6 weeks, transit time not included. For products with custom specifications or orders of large quantities, Rug’Society reserves the right to agree with the customer on a different lead time. Rug'Society is not responsible for delay in production time if there is failure in submitting the confirmation (receipt) of the transfer.

Lead time for orders with custom products only starts once the drawing is signed and validated by the customer.


Shipping

  1. All prices and transactions are EX WORK, and therefore do not include any transportation cost or associated fees.
  2. When on behalf of the CUSTOMER, the loading, transport, logistics, custom clearance, insurance, unloading or installation of the piece at the place of destination is the entire responsibility of the CUSTOMER. RUG’SOCIETY will be free of any charges or responsibility over events, loss, or any and all damages, during or after transport or installation. Whenever the client chooses to transport the product(s) by his/her own method or mean, RUG’SOCIETY will be free of any charges or responsibility over events that might occur during transportation
  3. Shipping Services are available upon request to RUG’SOCIETY. Shipping services are charged in separate from Product orders. Quotes for Shipping Services are sent via PRO-FORMA invoice and valid for 10 (ten) working days since the date of issuance.
  4. Shipment arranged by RUG’SOCIETY includes door-to-door, drop off service only. Delivery personnel are limited to delivering to physical shipping address only. The personnel is not permitted to handle, uncrate, or remove any packaging or materials. Should the CUSTOMER request a specific method of shipment beyond the aforementioned shipping method of RUG’SOCIETY, the CUSTOMER is subjected to all additional costs of additional services.
  5. RUG’SOCIETY will not be liable for any damages resulting from handling, loading or unloading by persons acting on behalf of the receiver. Any transportation of the piece from destination to a second location will forfeit any transportation damage claim.
  6. All transportation services requires the receiver of the goods to verify their status with the carrier upon delivery. According to the existing conventions CMR (1956), Warsaw (1929), Montreal (1999), Brussels (1924), CIM (1970), the receiver shall verify the goods conditions with the carrier on the receipt and keep the package. POD (Proof of Delivery) must be signed by the receiver. In case of apparent damage, the receiver must open the goods in front of the carrier and mention the damages on POD (Proof of Delivery). The receiver should keep the products in the final destination and save the packages. In case of no apparent damage, the receiver must mention on POD (Proof of Delivery) - ‘“subject to verification”.
  7. All items must be inspected for damage prior to signing the POD (Proof of Delivery). Therefore, it is the customer's responsibility to inspect the goods and report damage within a maximum of 2 working days for any claim with transport to be accepted. RUG’SOCIETY will not accept any claim on merchandise after 2 (two) working days. Digital photographs of damaged goods and boxes will be required for replacement of damaged goods. The customer must save all damaged crates/packaging until claim with carrier is settled. Signature of receipt by CUSTOMER’S agent or employee constitutes full acceptance of all packages stated on the bill of landing or electronic clipboard as is in condition.
  8. The CUSTOMER is responsible for all shipping and return charges for any shipment that is refused as well as forfeiture of the CUSTOMER’s deposit. The refusal of damaged merchandise in no way relieves the CUSTOMER of responsibility for payment of goods. RUG’SOCIETY shall not be liable for delay in shipment for any cause, nor shall any delay entitle the CUSTOMER to cancel or refuse delivery of any order that has been shipped. RUG’SOCIETY will not honor any claims without a formal written claim and photos of damages of the product, crate and packaging.
  9. Damages that are caused by the Freight Carrier and occurred during transit from RUG’SOCIETY to the addressee, are not the responsibility of RUG’SOCIETY. It is the receiver’s responsibility to inspect items received upon delivery to ensure proper measures can be taken to file a claim with the Freight Carrier.
  10. Should any of these terms not be followed by the CUSTOMER and should RUG’SOCIETY have photographical evidence of the items before shipping in good conditions, claims over such items will not be accepted by RUG’SOCIETY.
  11. Ownership of the product transfers to the CUSTOMER upon the freight carrier taking possession of the order for transport.
  12. For orders with a final destination outside the European Union, RUG’SOCIETY reserves the right to issue the DU (export document) which has a cost of 80€/99$ per invoice. Any other transport/export documents must be required by CUSTOMER. RUG’SOCIETY is free of any responsibility if those documents are not required by the CUSTOMER in useful time.
  13. Any shipments returned to RUG’SOCIETY as a result of CUSTOMER’s unexcused delay or failure to accept delivery will require CUSTOMER to pay all additional costs incurred by RUG’SOCIETY including storage fees.
  14. When the CUSTOMER’s order is nearing completion, RUG’SOCIETY will notify the CUSTOMER so shipment can be arranged.
  15. All products are carefully packed and inspected prior to shipment.

Product Warehouse & Storage Fees

  1. RUG’SOCIETY reserves the right of applying a storage fee for all PRODUCTS that remain in the shipping warehouse for more than 15 (fifteen) working-days since the notification that the final balance is due, and/or shipping arrangements have not been made within 5 (five) working-days after CUSTOMER being informed that the order is ready to dispatch.
  2. Storage fees may be applied per m2. The charge will be compounding weekly either in the Portuguese or in the US warehouse.
  3. The fees are as bellow stated
    1. Minimum weekly storage value per m2 for an area up to 50 m2 (€/m2) = € 135.00 (one hundred and thirty-five euros);
    2. Weekly storage value per m2 for an area greater than 50m2 and less than or equal to 100 m2 (€/m2) = € 2,75 (two euros and seventy-five cents);
    3. Weekly storage value per m2 for an area greater than 100m2 and less than or equal to 150 m2 (€/m2) = € 2,80 (two euros and eighty cents);
    4. Weekly storage value per m2 for an area greater than 150m2 and less than or equal to 200 m2 (€/m2) = € 2,90 (two euros and ninety cents);
    5. Weekly storage value per m2 for an area greater than 200m2 and less than or equal to 250 m2 (€/m2) = € 3,00 (three euros); 3.6) Weekly storage value per m2 for an area greater than 250m2 (€/m2) = € 2,90 (two euros and ninety cents).
  4. Orders that accrue storage fees cannot be released until the fees and/or the remaining balance are paid. If the order extends 1 (one) month after the CUSTOMER was informed that the order is ready to dispatch, the CUSTOMER consents to release the order to RUG’SOCIETY stock, and the 50% order deposit is lost. In case the order is paid in full, a credit note will be issued: 60% for standard orders and 50% for custom orders.

Warranty & Damage Claims

  1. RUG’SOCIETY shall be liable for material defects in accordance with the applicable legal provisions. Additional warranty from RUG’SOCIETY’s suppliers’ is only applicable if stated in the respective article invoice.
  2. Proving that any damage in the piece caused by quality requires replacement, RUG’SOCIETY compromises to exchange the damaged part or complete product(s) within a period agreed with the CUSTOMER. It is MANDATORY that RUG’SOCIETY collects the damaged part or complete piece(s) to replace it by new one(s).
  3. Every claim is assessed case-by-case by RUG’SOCIETY Customer Care Service. Should any issue with the products received be detected, a written claim must be submitted to the REPRESENTATIVE and RUG’SOCIETY Customer Care service (at customercare@rugsociety.eu) within 2 (two) working days after the reception of the products. After this period, RUG’SOCIETY reserves the right to decline any responsibility on the conditions of the goods.
  4. RUG’SOCIETY strongly advises CUSTOMERS to verify firstly if damages are perceptible on the package, and then verify all crates upon delivery in order to check for unconformities in the conditions of the goods.
  5. The original packaging of the products must be kept. In case a claim is submitted, the packaging must be kept during the period in which the claim is settled.
  6. If the collection or return of any item is needed and the original packaging was not kept, the client shall be responsible for all costs and procedures necessary for the item to be in shipping conditions. RUG’SOCIETY shall not be liable in any way for the replacement, acquisition, or any other costs related with the replacement of the original boxes or crates.
  7. If the collection or return of any item is needed and the original packaging was not kept, the client shall be responsible for all costs and procedures necessary for the item to be in shipping conditions. RUG’SOCIETY shall not be liable in any way for the replacement, acquisition, or any other costs related with the replacement of the original boxes or crates.
  8. RUG’SOCIETY compromises to offer the client a solution proposal within 5 (five) working days of the claim registration and after all information requested by the Customer Care is provided by the CUSTOMER.
  9. The CUSTOMER is advised to check and photograph all pieces ordered, upon their arrival. All claims must be accompanied by photographic and/or video evidence that support the client’s complaint, in which all the products, correspondent crates and/or boxes and issues claimed are clearly showed, and a written detailed description.
  10. The CUSTOMER is advised to check and photograph all pieces ordered, upon their arrival. All claims must be accompanied by photographic and/or video evidence that support the client’s complaint, in which all the products, correspondent crates and/or boxes and issues claimed are clearly showed, and a written detailed description.
  11. RUG’SOCIETY reserves the right to refuse any item repairing, pick-up or delivery, from any location other than the original shipping address. Any transportation of the product from destination to a second location will forfeit any transportation damage claim.
  12. When claims occur, RUG’SOCIETY exchanges information with the CUSTOMER of the related purchase. RUG’SOCIETY reserves the right to not share information or deal with other entities or persons besides the CUSTOMER.
  13. RUG’SOCIETY is not responsible for claims from orders placed to other entities, agents, showrooms, or any other beyond RUG’SOCIETY reasonable control, besides an official REPRESENTATIVE of RUG’SOCIETY.
  14. RUG’SOCIETY reserves the right to decline responsibility if: a. The claim is presented after the 2 (two) working day period, or is not accompanied by the mandatory information mentioned in 5 (five) working days; b. The claimed products were altered out or any way tempered with, either by the client or by a third party, without RUG’SOCIETY consent; c. The products show clear signs of regular use.

Shipping Claims

  1. Claims for defects as a result of the shipping process handled by the CUSTOMER, are not covered under RUG’SOCIETY warranty. RUG’SOCIETY is not responsible for a CUSTOMER’s own or third party freight damage and claim. In these cases, RUG’SOCIETY is committed to finding a suitable solution with the CUSTOMER.
  2. In the case of EXW shipping, RUG’SOCIETY is not liable for damage sustained in transit cargo. In the case of DAP/DDP/DAT shipping, please note that before signing the merchandise delivery document, the CUSTOMER is required to confirm if the package has any perceptible damages. If damages are perceptible on the package, the CUSTOMER should mention “subject to verification” on the POD (Proof of Delivery) in order to safeguard any eventual damages to the merchandise and file a claim under the insurance policy.
  3. When on behalf of RUG’SOCIETY, should visible or concealed damage occur in transit, immediately notify the delivering carrier with initial notification of intent to file a claim. Failure to report, or to provide written claim for any damage or loss within 2 (two) working days of the delivery will automatically release RUG’SOCIETY for any liability for damage sustained in transit cargo.
  4. The CUSTOMER may claim warranty on defects that result from mishandling in the shipping process, up to 2 (two) working days after receiving an order. As a result, the CUSTOMER is advised to check and photograph all pieces ordered, upon their arrival. All claims related to shipping, must be accompanied by the signed POD (Proof of Delivery), photographic or video evidence that support the client’s complaint, in which all the products, correspondent crates and/or boxes and issues claimed are clearly showed, and a written detailed description.

Return Authorization

No returns will be accepted without written consent from RUG’SOCIETY. Unauthorized returns will be refused at the customer’s expense.


Order Cancellation

Merchandise is manufactured upon the receipt of the order and deposit. Cancellations will not be accepted after five (5) working days from the order issue date. A 40% restocking fee will be applied to any cancellations received after the order issue date.


Contract/Hospitality Order

Rug’Society has the ability to customize existing products or new products to meet contract specifications. These orders will necessitate special pricing based on quantity and features. Please contact Rug’Society for contract quotes.


Distribution Policy

We reserve the right not to sell to, or continue to sell to, any dealer whose distribution or sales tactics result in a negative effect on our ability to compete and sell into a world region.


Warranty

The warranty period for physical good purchased form Rug’Society is one (1) year from the date of purchase.

This Limited Warranty covers any defects in material or workmanship under normal use during the warranty period. This Limited Warranty does not cover any problem that is caused by conditions, malfunctions or damage not resulting from defects in material or workmanship.

To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you.


Copy Rights

All rights reserved.

No part of Rug'Society design pieces may be reproduced, distributed, or transmitted in any form or by any means, including prototyping, drawings, without the prior written permission of the brand, except noncommercial uses permitted by copyright law. For permission requests, write to the brand, addressed “Attention: Copy Right permission,” at info@rugsociety.eu.