Terms and Conditions
1. ABOUT US
95 Mortimer Street Suite 79
W1W 7GB London
Telephone: +44 (0)20 70 97 86 93
Email: [email protected]
Company Registration No: 7930665
VAT Number : GB354214324
Our opening hours are Monday to Friday 9am until 6pm.
2. MAKING A PURCHASE
There isn’t a more hassle free way of making a purchase than with Ashantirugs. Each Product you see on our website is listed using professionally taken images that insure the truest representation of the product. The online ordering system is designed to make sure purchasing is as simple as it gets, however if you experience any problems or find yourself needing assistance before choosing a product, our customer service team advisors are always happy to assist you. Please feel free to contact our team either by phone +44 (0)20 70 97 86 93 (Monday to Friday, 9.00am to 5.00pm) or simply send us an email under: [email protected]
3. CONFIRMATION OF YOUR ORDER
Immediately after an order has been placed our automated order confirmation email system will send an email you have provided us with , it will contain all the necessary information related to your order such as, delivery address, order number, the total cost as well as a list of the ordered items, please double check your confirmation to make sure all information is correct.
Please note that in rare cases we may run out of stock of a particular product. In such an event, we make sure to update you within 2 working days regarding the availability of that product. If the re stocking date and alternatives are not suitable for you a full refund will be initiated using the payment method you have chosen. Please note refunds being issued back to a bank via a card payment can take up to 5 business days to reflect in your account.
We endeavour to display correct pricing and descriptions at all times, however Ashantirugs.co.uk reserves the right to reject the sale of an incorrectly priced item. This does not affect your statutory rights as a consumer.
5. REPRESENTATION OF PRODUCTS
We are committed tom insure all our items are represented as accurately as possible. We solely use images taken professionally, this insures that the product you receive will be the product you decided to purchase on our website. However, due to the manufacturing process that some of our products are subjected to, slight differences in may occur. Due to brightness and other factors in monitor settings, colour as well as circumstances such as light exposure the product you receive may have a slight colour variance. Please take these facts into consideration prior to purchasing a product.
7. ORDERS MARKED AS COMPLETE
Ashantirugs Ltd is not liable for any costs, relating to any dispute over delivery after 7 business days, once orders are marked as complete. Every order will be marked as complete once goods are delivered and our customers are informed of the delivery via email . There are 2 consecutive emails sent once your item is delivered, with the first being the notification of a successful delivery including all delivery specifics and the second email to notify you about your order being marked as complete as we didn't get any negative feedback or complaints from your side. After the order is marked as complete, the customer has a 7 business-days window as a "Grace Period" to raise an investigation over the complaint.
We offer a 30-day peace of mind return policy on any product bought from us. If you aren't completely satisfied with any product you have purchased from us, please contact us within 30 days after your original purchase and our customer service team will guide you through the return process.
If an item arrives faulty or damaged, all we ask is that a picture is emailed to us so we can confirm the fault or damage. Once confirmed we will collect the item free of charge and then either replace the item or issue a full refund.
If you place an order and wish to cancel before the item is delivered, we may still be able to cancel the delivery. However, if the delivery cannot be cancelled then the order will be treated as a return. We regret to inform you any item that has been used in any way would not be eligible to return. Bespoke made to measure orders are also not eligible to be returned to us.
You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice or alternatively we can arrange it for you. Please note our courier collections are considerably more expensive than the original delivery cost as it is a "one off" collection rather than the courier picking up multiple items from our warehouse at one individual time.
If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order (including any original delivery fee) will be refunded minus the collection cost.
If you need any further information regarding the delivery or return of your goods, please don't hesitate to contact one of our customer service representatives on +44 (0)20 70 97 86 93 or email us at [email protected]
9. FAULTY/ INCORRECT GOODS
In the unlikely event that your goods arrive damaged or imperfect we will happily exchange it or issue a full refund. This must be communicated to us in writing or email within 3 days of receiving your item. Items must be returned in their original packaging if possible or returned using suitably strong material, we will issue a full refund once the item has been received and checked by us.
All our goods are checked and securely packaged before they are dispatched, your goods should be delivered to you in the same well packaged condition. If you receive an item and the packaging is damaged, please sign for the parcel as damaged on the courier's delivery note, this will aid us in verifying that the item is damaged.
If you need any further information regarding the delivery of faulty/incorrect goods, please don't hesitate to contact one of our customer service representatives on +44 (0)20 70 97 86 93 or email us at [email protected]Note: Please note that as per Brexit new law, the customer is liable to pay customs duty tax if your rugs are coming to the UK from Germany or any other country.