Refund policy

 

Refunds and exchanges

We want you to love your purchase, so if you change your mind and are not completely happy, you may return it to us within 21 days of receipt for a full refund or exchange. For change of mind returns, you will be liable for organising and paying for return delivery. Natural Rugs is not liable for the loss or damage of the item being returned.

To be eligible for a refund or exchange, the rug must be unused and in its original packaging or equivalent high quality wrapping that you will provide. Rugs that are damaged or soiled will not be accepted for return.

Returns are refunded in the original payment form for the merchandise price. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect.

The value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We cannot apply discounts from past sales/promotions.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please contact our Customer Care team at  0439 321 152. hello@naturalrugs.com.au to begin the return process.

 

Custom rugs and sale items

We regret that we are not able to cancel, refund or exchange custom rugs or sale items unless there are manufacturer defects or damages.

Customers have 24 hours from the time the custom order is placed to cancel it. After 24 hours, the order is considered a final sale and cannot be refunded. Please note that lead times are estimations only. Due to factors beyond our control such as production or freight delays and/or adverse weather, we do not guarantee lead times

Sales items purchased during a promotion are a final sale. No exchanges or returns of sale items are accepted at any time


Dispatch

Hand-assembling our rugs take time, so your order will be dispatched from our warehouse 3 and a half weeks after your purchase. Once your order has been dispatched, you will receive an email from with the tracking details so you can follow the status of your delivery. After dispatch, the shipping time to most Australian capital cities is usually within 5-10 business days, and up to 15 business days for International deliveries. 

 

Delivery

All dates quoted for delivery are estimated delivery dates only and may be subject to change. In the unlikely event that your rug is damaged during delivery, we will organise and pay for return and exchange or refund. Please read the section below on Damages and Issues and then contact our Customer Care team at  0439 321 152. hello@naturalrugs.com.au to begin the return process.

Please note that courier will only deliver during business hours Monday to Friday, 9am-5pm and cannot confirm an exact time/day for delivery.

All items will be shipped via courier and will need to be signed for. Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received. Sometimes your delivery will be split by the courier company into partial deliveries of larger and smaller items. Please check the number of pieces on the total delivery to make sure none are missed. If the packaging is damaged, please do not sign the delivery docket and contact our Customer Care team immediately.

If the delivery is attempted to your address and no one is able to sign for it, then the delivery company will transfer it to a nearby depot and leave a card with a number to call to arrange a re-delivery. Unfortunately, we cannot guarantee that the person making the delivery will specifically follow the location instructions.

If you prefer for the parcel to be left at your delivery address in your absence, please select the option “Authority to Leave” when checking out.  It is important to consider that if you give us authority to leave the consignment in your absence, then we can no longer guarantee that you will receive your consignment, nor the other factors that can affect your parcel whilst it is sitting unattended – like rain, dirt, damage, theft etc. In this situation, we can only guarantee delivery and quality up to the point that the track and trace tells us the goods were left for you.

If you have any other questions, please contact our Customer Care team at 0439 321 152 or hello@naturalrugs.com.au.  

 

Manufacturing variations

Our rugs are individually handcrafted items and as such, they are subject to the following variations, which are not considered faults or defects:

  • Size: Being a handmade article, the size can vary by +/-3% from the size ordered
  • Colour: As our rugs are made from natural fibres, some colour variation can be expected.
  • Fading: Placing rugs in direct and continuous sunlight could cause them to fade. You may wish to rotate your rug to minimise damage caused by natural light.
  • Design & Construction: Some variations may be evident, which is due to the fact that our rugs are handmade. Variations include line/weave thickness and direction.
  • Shedding: Our handmade rugs are made from all-natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.
  • Pilling may occur due to traffic, moving furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors.
  • Pop-ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through

 

Damages and issues
Please take a moment to read the Manufacturing variations that can occur with handmade products above.

Please note that if there are any quality issues with your rug, these must be addressed within 24 hours of you personally receiving the rug. For rugs with quality issues, Natural Rugs will be liable for organising and paying for delivery. We will endeavor to organise delivery at time that suits you, but unfortunately we can not guarantee this due to factors beyond our control such as freight delays and/or adverse weather.

Any damaged goods must be returned in the original wrapping or wrapping that is the equivalent high quality wrapping. NO refund will be given if we are not alerted through email within 24 hours of you personally receiving delivery.

Please contact our Customer Care team at  0439 321 152. hello@naturalrugs.com.au to begin the return process.

Warranty

Our rugs are handmade and are therefore unable to have an unconditional warranty. However, we will repair or replace any rug if it is defective within 12 months from the date of purchase, provided the rug was used for normal household purposes and maintained in accordance with the care instructions by you. Any improper or negligent use or neglect will void this warranty. The warranty applies to household residential use only. If the rug is for commercial, contract, rental, trade, institutional or other non-residential use, it will need to be specified by you when purchasing the rug. We will then decide if the sale should proceed or not, based on the suitability of the rug for your purpose.

If you wish to make a claim under this warranty, Please contact our Customer Care team at  0439 321 152. hello@naturalrugs.com.au to begin the return process.

  • The invoice number and date of purchase; and
  • Photographic evidence to support your claim, including a top shot of the product with at least two close-up images of the defect.

For the avoidance of doubt, a product is not defective if there is a manufacturing variation referred to above.

Subject to the above and subject to any condition, warranty or right implied by, or any statutory consumer guarantee contained in, any law (including the Competition and Consumer Act 2010 (Cth)) which cannot by law be excluded by agreement:

  • We give no warranties of any expressly set out in these terms and conditions; and
  • All implied conditions, warranties and rights are excluded.

The following only applies if you are located in Australia and deemed a “consumer” under the Australian Consumer Law (ACL) and may not apply in your particular case. Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. By stating these rights, we do not vary or extend the remedies otherwise available to you. The name, business address, telephone number and email address of the person giving this warranty are