Welcome to Ruqa, your destination for premium, custom-made sofas designed to elevate your living spaces. These terms and conditions govern your access and use of the Ruqa website (www.ruqa.co.uk), including any services, products, and content offered by Ruqa Ltd (referred to as “Ruqa”, “we”, “our”, or “us”). By placing an order or accessing our site, you agree to the following terms and conditions, so please read them carefully.
1. General Information
1.1 Company Details:
Ruqa Ltd is a registered company in the United Kingdom.
1.2 Website Use:
By accessing our website, you confirm that you are at least 18 years of age and have the legal capacity to enter into contracts.
1.3 Privacy Policy:
Our Privacy Policy, which outlines how we collect, store, and use your data, forms part of these terms and conditions. By using our site, you consent to the practices described in the Privacy Policy.
2. Product Information
2.1 Made-to-Order Products:
All Ruqa sofas and furniture are made-to-order and crafted based on the customer's chosen configuration (fabric, size, cushion options). Due to the bespoke nature of our products, orders cannot be changed after the 24-hour cancellation window (see Section 5).
2.2 Product Descriptions:
We make every effort to ensure that all product descriptions, images, and pricing details on our website are accurate. However, due to the nature of handcrafted products and digital representation, slight variations in colour, fabric texture, and dimensions may occur.
2.3 Customisation:
Any custom requests, including fabric, size, cushion firmness, or other alterations, must be finalised at the time of purchase. We do not guarantee that further customisation will be available after the order is placed.
3. Pricing & Payments
3.1 Pricing:
All prices listed on the Ruqa website are in GBP (£) and include VAT unless otherwise stated. Prices may be subject to change without notice, but once an order has been placed, the price at the time of order will apply.
3.2 Payment Methods:
We accept a range of payment options, including credit and debit cards (Visa, MasterCard, American Express), and interest-free finance options. Please note, we do not accept PayPal as a payment method.
3.3 Interest-Free Finance:
Our finance options allow you to pay for your purchase in instalments. These finance agreements are subject to credit checks and approval by our finance partner. Full details on finance agreements are provided during the checkout process. Please note, Ruqa does not offer any additional finance packages outside of what is outlined on our website.
4. Delivery & Assembly
4.1 Delivery Timeframe:
Standard delivery for all made-to-order items is between 4-6 weeks depending on your location and the complexity of the order. We will notify you of your estimated delivery date once your order is confirmed.
4.2 Express Delivery:
If you opt for express delivery (available at an additional charge), your order may be delivered within a shorter timeframe. Please note that express delivery is subject to availability and will incur an additional surcharge.
4.3 Delivery Costs:
Delivery is charged at £249, and this is non-refundable once the product has been dispatched or delivered. We deliver to mainland UK only.
4.4 Assembly Service:
We offer an optional assembly service for an additional fee of £149.99. This service includes unpacking and assembling your sofa in your desired room. Assembly fees are non-refundable once the service has been completed.
4.5 Delivery Access:
It is the customer’s responsibility to ensure that the furniture can fit through doorways, staircases, and into the intended room. Please measure carefully as Ruqa is not responsible for items that are too large for your space. If the item cannot be delivered due to size constraints, it will be treated as a non-returnable item (see Section 6.2).
5. Order Changes & Cancellations
5.1 Order Changes:
Due to the bespoke nature of our products, once an order has been placed, changes to fabric, size, or configuration cannot be made. Please double-check all details at the time of ordering.
5.2 Cancellations:
You may cancel your order within 24 hours of placing it for a full refund. After this 24-hour window, cancellations are not permitted due to the customisation of our products.
6. Returns & Refunds
6.1 Returns Policy:
We offer a return on certain eligible items (see eligibility criteria below). However, because our products are made-to-order, returns are generally not accepted unless there is a defect or damage that occurred during transit.
6.2 Non-Returnable Items:
Due to the bespoke nature of our products, returns will not be accepted for the following reasons:
- Change of mind (change of heart after the item has been delivered or dispatched).
- Size issues: It is the customer's responsibility to ensure the sofa will fit within their home prior to purchase. Returns are not accepted for sofas that do not fit through doorways, staircases, or rooms.
6.3 Return Costs:
If a return is approved due to damage or a defect, we will arrange a collection and refund. If you choose to return an item that meets our eligibility criteria, a restocking fee of 25% of the order value will apply, along with a £249 return delivery fee.
6.4 Refund Timeline:
Refunds for approved returns will be processed within 14 working days from the date we receive the returned item, provided it is in its original packaging and condition.
6.5 Defective Items:
If you receive a damaged or defective product, please contact us within 48 hours of receiving the item, providing photographic evidence. We will arrange for a replacement or a full refund, including delivery charges, for defective items.
7. Warranty
7.1 Warranty Coverage:
All Ruqa products come with a 5-year warranty that covers the frame and interiors of our sofas. This warranty covers manufacturing defects and faults under normal domestic use.
7.2 What’s Not Covered:
- Normal wear and tear, including fading or softening of fabric, cushions, or fillings.
- Damage caused by misuse (including failure to follow care instructions).
- Assembly errors not caused by Ruqa assembly staff.
7.3 Claiming Warranty:
To make a warranty claim, please contact us at [insert email]. Proof of purchase and photographic evidence of the defect will be required.
8. Liability
8.1 Exclusion of Liability:
While we strive to ensure the accuracy of the information provided on our website, we do not guarantee that it will always be error-free or that the website will operate without interruptions. Ruqa is not responsible for any loss or damage caused by the use of, or reliance on, our website or the products we sell.
8.2 Maximum Liability:
Our maximum liability to you, whether in contract, tort (including negligence), or otherwise, will not exceed the amount you have paid to us for the product(s).
9. Intellectual Property
9.1 Ownership of Content:
All content, images, text, and designs on the Ruqa website are the intellectual property of Ruqa Ltd. You may not copy, reproduce, or distribute any content from our website without our prior written consent.
10. Governing Law
10.1 Jurisdiction:
These terms and conditions shall be governed by, and interpreted in accordance with, the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
11. Changes to Terms & Conditions
We reserve the right to modify these terms and conditions at any time. Any changes will be posted on our website, and your continued use of our site or services after any such change constitutes your acceptance of the new terms.
Contact Information
If you have any questions about these Terms & Conditions, please contact us at:
This document constitutes the entire agreement between Ruqa Ltd and the customer regarding the use of the website and the purchase of products. Please ensure that you fully understand these terms before placing your order.