Terms & Conditions

These terms and conditions (the “Terms and Conditions”) govern your use of sayrug.ae (the “Website”).

By using this Website, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions at all times. If you have any questions, please contact us before placing an order.

Accounts and Personal Data

When you create an account on our Website, you agree that:

1. You are solely responsible for maintaining the confidentiality and security of your account, including your password and any sensitive information linked to it; and
2. All personal information you submit is accurate, current, and complete, and you will promptly update it if anything changes.

We may suspend or terminate your account if we believe you are using the Website unlawfully or in breach of these Terms and Conditions.

Sale of Goods

These Terms and Conditions apply to the sale of goods available on our Website.

The following goods are available on our Website:

• Rugs;
• Carpets;
• Stair runners.

We are under a legal duty to supply goods that conform to the description provided on the Website.

Handmade rugs, carpets, and stair runners may show natural variations in color due to traditional dyeing methods. Each piece is unique in construction and may exhibit slight irregularities in pattern or weave tension. These characteristics are inherent to handcrafted items and are not considered manufacturing defects.

We reserve the right to modify, reject, or cancel any order where reasonably necessary.

If we cancel an order after payment has been processed, we will refund the full amount paid. You are responsible for checking your payment method to confirm receipt of any refund.

Payments

We accept the following payment methods on our Website:

• Credit Card;
• PayPal;
• Debit.

Processing your payment does not constitute acceptance of your order.

We reserve the right to refuse any order we consider fraudulent or suspicious.

Shipping and Delivery

Delivery will be carried out as promptly as reasonably achievable, depending on the selected shipping method. Delivery timeframes may vary due to unforeseen circumstances and do not include weekends or public holidays.

In addition to the product price, you are responsible for applicable delivery charges.

Your order may be subject to import duties and taxes in the destination country. These charges are your responsibility. Please contact your local customs authority for details before purchasing. We are not responsible for paying such duties or taxes and are not liable for any failure on your part to settle them.

You must provide an accurate and complete delivery address, including the recipient’s full name. We are not responsible for misdelivery arising from incorrect or incomplete address details provided by you.

Goods Damaged in Transit

Our rugs are dispatched in protective packaging and delivered by professional carriers. Upon delivery, you must inspect the outer packaging before signing. If the packaging appears damaged, do not sign for the shipment. Ask the courier to return the goods to us and we will arrange a replacement. Please ensure anyone accepting delivery on your behalf is aware of this requirement. Damage discovered after you have accepted the delivery is not covered.

Returns

If you are not satisfied with your purchase, you must notify us within 14 days of receiving the goods and return them within a further 14 days after notifying us. Items must be returned unused, undamaged, in their original packaging, and in the same condition as dispatched. Failure to meet these requirements may affect the value of any refund. Packaging must be securely resealed to ensure it is watertight and adequately protected for transit; insufficient packaging may result in refusal of the return.

Custom-made designs and special orders are non-refundable. Please consider this carefully before placing such orders.

Please visit the Help Center for more details.

Changes

We may amend these Terms and Conditions from time to time to comply with applicable law and to reflect changes in how we operate the Website. We will notify users by email or by posting a notice on the Website when material changes are made.

Contact Details

If you have any questions or concerns, please contact us at: sales@sayrug.ae