Statutory Right to Cancel & 31-Day Returns

Below you will find details of your statutory right to cancel (14 days) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, together with the terms of our voluntary 31-day return policy, which goes beyond it.

Your Statutory Right to Cancel

Information about your right to cancel

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day

– on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods, where you have ordered one or more goods in one order and they are delivered together;

– on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good, where you have ordered multiple goods in one order and they are delivered separately;

– on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last lot or piece, where the goods are delivered in multiple lots or pieces.

Exercising your right to cancel

To exercise the right to cancel, you must inform us

Nain Trading GmbH
Brook 7
20457 Hamburg
Germany
E-mail: [email protected]
Telephone: +44 20 7664 4565

of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the model cancellation form set out below, but it is not obligatory.

For your convenience, we also offer an online cancellation form. Using it is entirely optional, but if you do, we will send you an acknowledgement of receipt of your cancellation without delay, for example by e-mail.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having returned the goods, whichever is the earliest.

Returning the goods

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Before returning your item, please request a returns label and the return instructions appropriate to your order from our customer service team. Depending on the goods, their size and the country of dispatch, the exact return address may differ from our registered business address. On request, we will arrange collection of larger rugs by carrier.

Cost of returning the goods

We will bear the direct cost of returning the goods, provided you use the returns label we provide or the return transport we arrange.

If you return the goods without contacting us first, or using a carrier of your own choosing, you will have to bear the direct cost of returning the goods yourself. The same applies to any additional costs arising from a more expensive method of dispatch chosen by you.

Diminished value

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

In the case of rugs, this means you may examine the goods in the way you would be able to in a shop. Any use, soiling, damage or alteration going beyond such an examination may lead to a reasonable deduction for diminished value.

Exceptions to the right to cancel

Custom-made and personalised goods

The right to cancel does not apply to contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.

This applies in particular to rugs and other goods that are made or adapted to your individual requirements, measurements, colours, materials, patterns or other personal specifications.

Your statutory rights in respect of goods that are faulty or not as described remain unaffected, including for custom-made items.

Model cancellation form

If you wish to cancel the contract, you may copy the following text, complete it and send it to us by e-mail or post:

Our Voluntary 31-Day Return Policy

In addition to your statutory right to cancel, Nain Trading grants you a voluntary return policy of 31 days in total from receipt of the goods.

What this means for you: you have a full 31 days to decide whether your rug is right for your home. The voluntary return period starts on receipt of the goods and runs in parallel with your statutory right to cancel. During the statutory cancellation period, the statutory rules apply independently of the terms of this voluntary return policy – your statutory rights are never restricted in any way.

Conditions

Return period

Your return must be registered with us no later than the 31st day after receipt of the goods. Notifying us in good time is sufficient to meet the deadline.

Condition of the goods

Under the voluntary return policy, goods may be returned provided they have only been examined in the way that would be usual in a shop and necessary to assess the goods.

The goods must be free from damage, stains, odours, signs of use or any other impairment caused by use going beyond such a reasonable examination.

Please handle delicate hand-knotted rugs with particular care and avoid soiling, pet hair, cigarette smoke, moisture, improper cleaning or any alteration to the pile, fringes or edges.

Packaging

Where possible, please use the original packaging for your return, or equivalent packaging suitable for transport. The absence of the original packaging does not in itself exclude the voluntary return policy.

You are, however, responsible for packing the goods so that they are adequately protected during return transport.

How to return your item

1. Register your return

Register your return within the 31-day period directly in your customer account under Manage your order, via our contact form or by e-mail to [email protected].

Where possible, please quote your order number and the items you wish to return. We will then send you the return documents and further instructions for the return transport.

2. Send the goods back

Use the returns label we provide or the return transport we arrange – that way, the return is free of charge for you. On request, we will arrange collection of larger rugs by carrier.

Please do not attach a returns label directly to the product or its original packaging; use suitable outer packaging for dispatch instead.

3. Receive your refund

Once the returned goods have arrived and been inspected, we will refund the refundable purchase price to the payment method used when placing the order.

Return shipping costs

Under the voluntary return policy, we bear the direct cost of the return provided you use our returns label or the return transport we arrange.

If you instruct a carrier of your own or return the goods without our return documents, you bear the resulting costs yourself. Any postage you pay in such cases will not be reimbursed.

Refunds

Refunds are normally processed within a few working days of the inspection of the goods being completed. Depending on your payment provider, it may take additional time for the credit to appear on your account.

Under the voluntary return policy, we do not reimburse the cost of any delivery method you chose that exceeds the least expensive standard delivery, nor the cost of a return transport you arranged yourself.

If the goods have deteriorated as a result of handling going beyond a reasonable examination, we reserve the right to reduce the refund appropriately or to decline the voluntary return. Your statutory rights remain unaffected.

Exceptions

Custom-made items

The voluntary return policy does not apply to goods that have been made to individual specifications, adapted or clearly personalised to your requirements.

This includes in particular rugs in bespoke sizes, colours, materials or patterns, as well as other customer-specific commissions.

Damaged or excessively used goods

Goods that have been used beyond the necessary examination, soiled, damaged, altered or improperly handled after receipt are excluded from the voluntary return policy.

This exclusion does not apply where the impairment already existed on delivery or results from a fault in the goods.

Your statutory rights

The voluntary return policy does not restrict your statutory right to cancel or any of your statutory rights, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not as described or not fit for purpose.

If your goods are faulty, damaged or not what you ordered, your statutory remedies apply independently of this voluntary policy. In such cases, please contact [email protected] or +44 20 7664 4565.