Privacy & Terms And Conditions

Privacy Policy

By purchasing from us you are also giving us permission to send you an occasional catalogue in the post detailing our products. You can email us at any time requesting you are removed or not included in any such mailing list. Your email address is only used for marketing purposes with your consent (by opting in to our newsletter). In such cases, all messages received by you will be free and will you will also be able to opt out of all future messages (opt out details given in all messages / opt out is free).


If you do opt in to our newsletter, you can unsubscribe anytime by emailing us at

We adhere to the requirements of the Data Protection Act 1998. We NEVER send random marketing emails to personal email addresses (spam). We do use 'cookies' in our software so that it can work efficiently, but do not store or use this information for any other purpose. Also, we do not store any credit card details on our servers, and will never give your personal information to any other company.
If you require any more information on our privacy policy, please contact us by sending an email to




General Terms & Conditions

Please read this document carefully before placing an order. By placing an order you agree to the terms and conditions as set out below.

1. General Points

Making a Purchase
Simply browse our online catalogue, click on items required and those goods will be placed into your shopping cart. When you have finished click on the checkout icon where your total bill will be listed and calculated.

Remittance Terms
We require payment in full at the time of placing your order.

The prices payable for goods & services are set out on our site in Pound Sterling and include UK VAT. Export orders placed where VAT does not apply will be re-calculated at the check out.

Product representation
Whilst we go to great lengths to accurately reproduce the appearance of each rug we stock, we are unable to accept responsibility for any colour misrepresentations. Different display settings on computer monitors can have an effect on the appearance of colours of our products.
All sizes are quoted as a representation only. The very nature of hand made products some times results in size variations of up to 5cm in length or width this is typically regarded as a feature not a fault.

Credit card security
We use Barclaycard for processing of all credit and debit card payments. They take responsibility for capturing and storing card details on their secure servers.

2. Your 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 last good. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). To contact us, email us at  Or send a letter by post to: 


Jotex Limited TA
8 Edgeworth Cresent 
United Kingdom


You may use the attached model cancellation form, but it is not obligatory. 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 ex-pensive 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 sent back the goods, whichever is the earliest. 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 from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. 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.



3. Our right to cancel

Jotex Ltd reserves the right to cancel the contract between us if:

a. The goods you ordered are listed at an incorrect price due to a typographical error or an error in the pricing information provided by our suppliers.
b. We are unable to provide a delivery to your address.
If we cancel your contract we will notify you by e-mail and provide a full refund. We will not be obliged to offer any additional compensation for any inconvenience or disappointment caused.


4. Delivery

Your order will be delivered to the address you provide at the time you place your order. It is your responsibility to ensure this information is correct. If your delivery details change please contact our customer service department by e-mail. Once goods have been dispatched we cannot change delivery details.

We offer a FREE Monday to Friday delivery service within the UK mainland. All other deliveries will be charged at checkout.

UK Deliveries on stock items are usually made within 1-5 working days. NON UK deliveries on stock items are usually within 14 - 28 working days.

All custom & special order deliveries will be quoted with estimate delivery dates on receipt of your enquiry to head office. We will advise you by e-mail when your goods are ready for dispatch.

We will not be obliged to offer any additional compensation if goods are not delivered within the delivery time frame displayed at checkout or elsewhere on the website.
We will advise you by e-mail of a delivery date prior to shipping. Please ensure someone is available to receive your order at the nominated address. Failed deliveries will be returned to a local depot and a new delivery scheduled. A maximum of 3 delivery attempts will be made - items held at a local delivery depot will be automatically returned to us if they have not been delivered within 5 working days. We do NOT offer timed delivery slots. All UK deliveries will take place between 9-5.30pm Monday to Friday.

Where you have ordered multiple items we reserve the right to dispatch them separately.
All goods remain the property of Jotex Ltd until they have been delivered to you. Once the goods have been delivered to the address nominated in your order they will be held at your own risk and we will not be liable for their loss or destruction.

Failed deliveries returned to us by our carriers are subject to a £9.50 re-consignment fee. Failed deliveries which are subsequently refunded are subject to a £20 return fee.

5. Our Liability

In the unlikely event that your delivery is incorrect or faulty we require you to notify us within 48 hours of receipt.
At our discretion we may then do one of the following:
1. Make good any shortage or non-delivery.
2. Following a collection & inspection replace damaged or defective products.
3. Provide a refund for the amount paid by you for the goods in question.

6. Limitations of our liability to you

You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods.
This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you.

We make no representation and accept no liability in respect of the export or import of the goods you purchase.

To the extent that law permits us to do so, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem relating to the goods you buy from us, other than the remedies listed in our liability to you.

If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question.

Please note that nothing in this section of these terms and conditions (or in any other section) is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence or fraudulent misrepresentation.

7. Important points

Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control.

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

You acknowledge and agree to be bound by the terms of our privacy policy.

Third party right
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

Entire agreement
These terms and conditions together with our terms of use and privacy policy, your order and our order confirmation set out the whole of our agreement relating to the supply of the goods to you by us.

8. 28 day satisfaction guarantee terms & conditions

All Returns must be notified to our customer service department by email within 28 days of the date of delivery.
It is your responsibility to ensure that all goods are well packaged to prevent damage in transit back to our warehouse. Please be aware that any item returned damaged in transit may be rejected, resulting in your right to a refund being waived. If you do not have appropriate packaging please advise us and we will supply you appropriately.

The 28 day satisfaction guarantee is in addition to the statutory right to cancel, and in no way diminishes, limits, or restricts the statutory right to cancel in an unfair way.


Kelaty Collection

If you request us to collect an item on your behalf you will need to do is inform us by e-mail when the goods are ready for collection. We will then arrange a convenient pick up. Please note all collections are Monday to Friday only between 9.00am – 5.00pm.
Once we have received the rug back and are happy it has been returned in the same condition it was dispatched, we will issue a full refund of the purchase price minus the collection fee. Collections are £20 per item.  Clients who return items themselves are not subject to the collection fee.


Customers Own Carriers

Customer using their own carriers will need to ensure goods are received by us no later than 14 days from the date of the original delivery.
Jotex Ltd will not take any responsibility for damaged or lost items by third party carriers or their partners. The ownership & responsibility of any item / items being returned by the customer will remain their responsibility until the item has been signed for by one of our warehouse team. Jotex Ltd also reserve the right to deduct any outstanding administration fees from the final refund that may occur if the consumer has not paid an appropriate or adequate return carriage fee. We strongly recommend that customers insure any item they are returning to us to cover for any eventuality.

Exclusions to 28 Day satisfaction Guarantee

All custom order items are non-returnable and are not subject to our 28 day satisfaction guarantee.


Company Details

Jotex Ltd.
Registered Office:

26 Catsey Woods

Bushey Heath


WD23 4HS


Registered company number: 01234077

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