Terms of service

RAO HOME - TERMS OF SERVICE (UK)

1. ABOUT US

These Terms of Service (“Terms”) set out the rights and obligations between you (“you”, “your”) and RAO HOME (“we”, “us”, “our”) when you access or use our website, online store, or purchase any products or services from us (the “Services”).
Our Services are hosted and powered by Shopify.

By using our Services, you agree to these Terms and to our Privacy Policy: https://raohome.co.uk/policies/privacy-policy
If you do not agree, you must stop using the Services immediately.

2. ELIGIBILITY & ACCOUNT INFORMATION

You confirm that:

  • You are at least 18 years old (or the age of majority in your region), and

  • The information you provide to us (including contact, billing, and delivery details) is accurate and complete.

You are responsible for maintaining the confidentiality of your account details and for all activities carried out under your account.

3. OUR PRODUCTS

We aim to display our products accurately, but variations may occur due to device settings, screen brightness and colour calibration.

All product descriptions, availability, pricing and specifications may change without notice.

We may limit quantities or discontinue products at any time.

4. BESPOKE RUGS (CUSTOM PRODUCTS)

Some of our rugs are bespoke, made-to-order products. Due to their personalised nature, these items cannot be cancelled, refunded or returned once production has begun, except where the product is:

  • Faulty,

  • Damaged on arrival, or

  • Not as described.

5. ORDER PROCESS

When you place an order, you make an offer to purchase. We accept your order only when you receive a written order confirmation.

We may cancel or refuse an order (for example, due to stock unavailability or suspected fraud) and will notify you using the contact details you provided.

Your order is governed by these Terms and our Refund Policy: https://raohome.co.uk/policies/refund-policy

6. PRICES, PAYMENT & TAXES

All prices shown on our website include VAT (where applicable) unless otherwise stated.

Prices may change at any time before you place an order.

You agree that:

  • The payment information you provide is correct and authorised,

  • You are permitted to use the chosen payment method, and

  • All charges incurred by you will be honoured.

Prices exclude delivery charges unless stated.

7. SHIPPING, DELIVERY & RISK

Delivery estimates are approximate and not guaranteed. We are not responsible for delays caused by shipping carriers, customs, or events outside our control.

Risk & Ownership

In accordance with UK law:

  • Risk passes to you only when the goods are delivered to you, unless you choose your own courier who is not offered by us.

  • Ownership of goods passes once full payment has been received.

8. CANCELLATION RIGHTS (14 DAY COOLING OFF PERIOD)

Standard Products (non-bespoke)

If you are a UK consumer, you have the right to cancel your order within 14 days of receiving your goods for any reason.

To exercise this right, you must contact us at studio@raohome.co.uk and return the goods within 14 days of cancellation.

You are responsible for return shipping costs (unless the item is faulty).

We will refund you within 14 days of receiving the returned goods.

Exempt Products

Your right to cancel does not apply to:

  • Bespoke or made-to-order rugs or products,

  • Products that have been used or damaged after delivery.

This does not affect your statutory rights.

9. FAULTY OR DAMAGED GOODS

If your item arrives damaged, is faulty, or does not match the description, you are entitled to a repair, replacement, or refund.

Please contact us immediately with photos where possible.

10. INTELLECTUAL PROPERTY

All content on the Services, including text, graphics, images, trademarks, logos, and design elements, is owned by RAO HOME or our licensors.

You may use the Services only for personal, non-commercial purposes.
You may not reproduce, distribute, modify, or exploit any content without our written permission.

11. THIRD-PARTY TOOLS & LINKS

We may provide access to third-party tools or links. These are offered “as is” without warranty.

We are not responsible for third-party websites, their content, or any transactions with them.

You access third-party sites at your own risk.

12. HOSTING BY SHOPIFY

The Services are hosted by Shopify. All sales through our website are made directly with RAO HOME, not Shopify.

By using our Services, you acknowledge that Shopify is not responsible for any aspect of your purchases, and you release Shopify from all claims related to your transactions with RAO HOME.

13. FEEDBACK & REVIEWS

If you submit reviews, suggestions or other content (“Feedback”), you grant us a perpetual, worldwide, royalty-free licence to use and publish that content.

You must ensure your Feedback is lawful, accurate, and does not infringe any rights.

14. PROHIBITED USES

You must not use the Services to:

  • Engage in unlawful, fraudulent or harmful activity

  • Violate intellectual property rights

  • Transmit viruses or malicious code

  • Attempt to interfere with the website’s functionality

  • Engage in abusive or harassing behaviour

  • Scrape, crawl, or extract data

  • Use the site for commercial resale

We may suspend or terminate accounts that violate these Terms.

15. DISCLAIMER

We aim to keep the Services accurate and up to date, but they are provided on an “as is” and “as available” basis.

We do not guarantee uninterrupted access or error-free functionality.

16. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence

  • Fraud or fraudulent misrepresentation

  • Defective products under consumer protection laws

  • Your statutory consumer rights

To the fullest extent permitted by law, we will not be liable for:

  • Indirect or consequential loss

  • Loss of profits, revenue, or data

  • Business interruption

  • Losses arising from events beyond our reasonable control

For consumer purchases, our liability for non-excluded claims is limited to the value of the order in question.

17. INDEMNITY

You agree to indemnify RAO HOME from claims arising from your unlawful use of the Services or breach of these Terms.

18. SEVERABILITY

If any part of these Terms is found invalid, the remainder will continue in full force.

19. WAIVER

Failure to enforce any part of these Terms does not constitute a waiver of our rights.

20. ASSIGNMENT

We may assign or transfer our rights under these Terms.
You may not assign your rights without our written consent.

21. GOVERNING LAW

These Terms are governed by the laws of England & Wales.
UK consumers may bring legal proceedings in their local courts.

22. CHANGES TO THESE TERMS

We may update these Terms from time to time.
If we make material changes, we will notify you as required by law.

Continued use of the Services means you accept the updated Terms.

23. CONTACT INFORMATION

Questions about these Terms can be sent to:

FAO: RAO HOME
Email: studio@raohome.co.uk