POLICIES

Privacy policy

Last updated: September 28, 2026

TherapyRugs operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). TherapyRugs is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, phone number, and email address.
Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. You can exercise your rights to opt-out of those uses here .
When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
With our affiliates or otherwise within our corporate group.
In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

Right to Access / Know. You may have a right to request access to personal information that we hold about you.
Right to Delete. You may have a right to request that we delete personal information we maintain about you.
Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

If you reside in the UK or European Economic Area, and subject to exceptions and limitations provided by local law, you may exercise the following rights in addition to the rights outlined above:

Objection to Processing and Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.
Withdrawal of Consent: Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at ur.therapyrug@gmail.com. For the purpose of applicable data protection laws, we are the data controller of your personal information.

Refund policy

Returns & Refunds

Each Therapy Rugs order is produced and shipped directly by our manufacturing partners. Because we are a small independent practice and do not hold returned stock, we do not offer a general or extended returns or exchange service beyond your legal rights.

Changing your mind

If you are a UK consumer and your order is eligible for the statutory cancellation period, you may notify us that you wish to cancel within 14 days of receiving your order.

You are responsible for returning the item in its original condition and for the cost of return postage, unless the item is faulty, damaged or incorrect.

Some products, including items made to your specifications or clearly personalised for you, may not be eligible for cancellation or return for a change of mind.

Damaged, faulty or incorrect items

If your item arrives damaged, is faulty, or is not what you ordered, please contact us as soon as possible with your order number and clear photographs of the item and its packaging.

We will work with you and our manufacturing partner to resolve the issue. Depending on the circumstances and your legal rights, this may include a replacement, repair or refund.

Refunds

Where you are legally entitled to a refund, it will be issued to your original payment method.

We do not offer refunds or exchanges simply as an additional goodwill policy beyond the rights provided to you by law.

Nothing in this policy affects your statutory rights.

Shipping policy

Made just for you

Every print, puzzle and blanket is made to order by our specialist print partners, so nothing sits in a warehouse. Please allow [2–5] working days for your piece to be made before it ships (blankets can take a little longer).

Where we ship

We currently ship to the UK and Channel Islands, most of Europe, and selected countries in the Middle East and Africa. If your country isn't available at checkout, drop us a line and we'll see what we can do.

Delivery times

Once your order has shipped, you can expect it within:

Destination	Prints & puzzles	Blankets
UK & Channel Islands	Standard 2–3 working days · Express 1–2 · Overnight next day (UK mainland only)	6–10 working days
Europe	Standard 1–11 working days, depending on country · Express 1–5 (selected countries)	6–10 working days
Middle East & Africa	Standard 5–9 working days · Express 3–7 and Overnight 2 (UAE and Saudi Arabia)	6–10 working days (selected countries)

These are estimates from our couriers, not guarantees. Busy seasons and customs checks can add a few days.

More than one item?

Different products are made in different places (the UK, the Netherlands and the US), so your order may arrive in separate parcels on different days. That's normal.

Tracking

UK Standard delivery is untracked. All Express, Overnight and international deliveries are tracked, and you'll get a tracking link by email once your order ships.

Customs, duties and taxes

Orders shipping outside the UK may be charged import duties, taxes or handling fees by your country's customs. These aren't included in our prices or shipping and are paid by you on delivery. Blankets are made in the US, so this can apply to UK orders too. If you refuse a parcel because of these charges, we can't offer a refund for it.

Damaged, faulty or wrong item

If something arrives damaged, misprinted or isn't what you ordered, email us at ur.therapyrug@gmail.com within 10 days of delivery with your order number and a photo. We'll send a replacement or a full refund, at no cost to you.

Lost parcels

If your order hasn't arrived 10 working days after the latest estimated date, get in touch and we'll chase it with the courier. If it's confirmed lost, we'll reprint and resend it.

Wrong address

Please double-check your address at checkout. Once your piece is in production we can't change it, and we can't cover reprints for parcels sent to an incorrect address you entered but we'll always try to help.

Questions?

We're a very small, human operation and happy to help. Email ur.therapyrug@gmail.com and we'll get back to you within 5 working days.

Terms of service

1. About us

Therapy Rugs is a very small operation run by Malak Khaled. You can reach us at ur.therapyrug@gmail.com .

2. These terms

These terms apply to every order placed on therapyrugs website. By placing an order, you agree to them. Please read them alongside our Shipping Policy and Privacy Policy.

3. Your order

When you order, you'll get an email confirming we've received it. Our contract with you starts when we send a second email confirming your order is going into production. We may decline an order, for example if an item is unavailable or a price was shown in error, and if so we'll refund you in full.

4. Prices and payment

Prices are shown in pounds sterling (GBP). If you view the site in another currency, the converted price shown at checkout is what you pay. Prices include VAT where applicable. Shipping is added at checkout. Import duties and taxes outside the UK are not included (see our Shipping Policy). Payment is taken in full when you order.

5. Our products

Every design starts life as a hand-drawn sketch, and each print, puzzle and blanket is made to order by our production partners. Colours on screen can look slightly different from the finished piece, and variations in printing and weaving are part of the process, not faults.

6. Delivery

Delivery times and costs are set out in our Shipping Policy. Risk in the goods passes to you when they're delivered to the address you gave.

7. Faulty or damaged items

If an item is faulty, damaged or not as described, you have legal rights under the Consumer Rights Act 2015. Contact us within 14 days of delivery with a photo and we'll replace it or refund you in full, including delivery. Nothing in these terms affects your statutory rights.

8. Custom rugs and commissions

Each custom rug is designed and hand-tufted for you by Malak. Prices on our price list are guide ranges; your final price is confirmed in writing before work begins and depends on size and complexity.

A [50]% deposit is due to start your piece, with the balance due before dispatch.
Timelines are estimates. Each rug is made by one person, so pace can vary, and we'll keep you updated.
Because each rug is made to your specifications, it can't be cancelled or returned once work has started, except if it's faulty. If you cancel before work starts, we'll refund your deposit.
Delivery for custom rugs is quoted separately, based on your country and the size of the piece.

9. Sessions

Our talk-and-sketch sessions are creative, reflective sessions. They are not medical, psychological or clinical therapy, and they aren't a substitute for professional care. If you're in crisis, please contact your GP, NHS 111, or Samaritans on 116 123.

10. Artwork and copyright

All designs, drawings and images on this site belong to Therapy Rugs. Buying a product gives you the physical item, not the right to copy, reproduce or sell the design. For custom pieces, we may share photos of the finished work on our site and social media unless you ask us not to.

11. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaching these Terms or failing to use reasonable care and skill. We are not responsible for loss or damage that could not reasonably have been foreseen when you placed your order. Our products are intended primarily for personal use. We are not responsible for business losses, including loss of profits, revenue, business opportunities or anticipated savings.

Nothing in these Terms excludes or limits any rights you have under applicable consumer law. We also do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

12. Your information

We use your personal information only as set out in our Privacy Policy.

13. Changes to these terms

We may update these terms from time to time. The version on the site when you place your order is the one that applies.

14. Law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK or in the EU, you can also rely on the consumer protections of your home country.

15. Contact

Questions or complaints: ur.therapyrug@gmail.com. We'll reply within 5 working days.

Last updated: 28/09/2026