Refund policy

Our consumer guarantee
Our rugs come with guarantees that cannot be excluded under the Australian Consumer Law. If your rug has a major failure, you can choose a replacement or a refund. If the problem isn't a major failure, we will repair or replace it within a reasonable time. Nothing in this policy limits those rights.

Standard-size rugs: change of mind
If you change your mind, you can return an unused standard-size rug within 21 days of delivery for a refund or exchange. It needs to be clean, undamaged and in its original packaging or equivalent protective wrapping. You arrange and pay for the return delivery, and the rug is your responsibility until it reaches us. We refund the price of the rug to your original payment method once we have received and checked it.

Custom rugs
Custom rugs are made to your size, shape and finish, so we can't accept change-of-mind returns or exchanges. You can cancel a custom order within 24 hours of placing it for a full refund. After that, we will have started making your rug. This does not affect your consumer guarantee rights if a custom rug is faulty, damaged or not made as ordered.

Sale items
Sale items can't be returned for change of mind. Your consumer guarantee rights still apply.

Made to your size
We make every custom rug within 2 cm of the size you order. A rug within that range is not a fault.

Natural variation
Our rugs are handmade from natural fibres, so these are normal and not faults: small differences in colour between batches and samples; slight variation in weave thickness and direction; some shedding at first, which settles with regular vacuuming; short fibres popping up while the rug settles (trim them or push them back); pilling from foot traffic or moving furniture (trim with scissors); and fading in strong, direct sunlight (rotate the rug to keep it even).

Dispatch and delivery
Your rug is made in our Adelaide workshop in about 3 weeks from your order. After dispatch, delivery to most capital cities takes 5–10 business days (regional areas can take longer, and international orders up to 15 business days). We email you tracking details as soon as your rug is dispatched. If anything holds up your rug, such as freight delays or bad weather, we'll tell you and give you a new date. See our shipping policy for delivery details.

If something is wrong
Please check your rug when it arrives, and email hello@naturalrugs.com.au within 7 days of delivery with your order number and photos (one of the whole rug and two close-ups of the problem). Telling us early helps us fix it quickly, but you don't lose your rights if you contact us later. If your rug is faulty, damaged in transit or not what you ordered, we arrange and pay for its return and the repair, replacement or refund.

If the packaging is damaged on delivery, please note it on the courier's docket or don't sign for it, and contact us straight away.

Our 12-month warranty
On top of your consumer guarantee rights, we will repair or replace any rug that develops a manufacturing defect within 12 months of purchase, if it has been used in a home and cared for as described in our care guide. This warranty doesn't cover normal wear, spills, stains, carpet moth, sun fading, or damage from misuse. For commercial, rental or trade use, please tell us before you buy so we can check the rug suits it.

To claim, email hello@naturalrugs.com.au with your order number, date of purchase, a photo of the whole rug and two close-ups of the problem.

Natural Rugs Australia, 10 Benjamin Street, Newton SA 5074. Phone 08 8363 2828.