Warranty Information

If you have any concerns about your purchase, please feel free to contact us. We provide a care guide for you to use as well as a preferred cleaner network.

Normal Variations

Given the individually hand crafted nature of our rugs, slight variations which are not faults or defects can be inherent:

Size: Being a hand made article, the size can vary by 3% from the ordered size.
Colour: The products are made primarily from natural and undyed fibres. Every effort is made to ensure there is minimal colour variation however some variation can be expected.
Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Charcoal coloured products will fade in sunlight. We suggest you rotate the rug to reduce potential damage caused by natural light. The darker the rug, the higher chance it will fade. We suggest Microseal for any potential high sunlight exposure rugs.
Shading: Due to changes in pile and weave direction shading may occur and is a natural characteristic of carpets and rugs.
Shedding: Handmade rugs are made from various natural fibres and will initially shed loose fibres. This is normal. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner. DO NOT USE A BEATER HEAD (mechanical drum roller machines).
Pilling: Can occur due to traffic, moving of furniture, vacuuming or other mechanical agitation. Contact your nearest showroom for advice.
Placing rugs on top of carpet: Rugs are not structurally designed to be placed on top of installed carpet. TRE cannot be responsible for the performance of rugs placed on top of carpet, as carpet does not provide a solid sub-floor and creates issues like 'rug-shuffle' or 'rug-creep'. TRE accepts no responsibility for damage to sub-floors including carpet. Correct maintenance programs will minimise any damage to hard surfaces below.
Viscose (including Art Silk, Bamboo Silk): No warranty is offered against staining on viscose fibres. Viscose has a intrinsic issue referred to as cellulose browning caused by any exposure to moisture (including water). The stain may appear as a yellow/rust colour and is difficult to remove, although Woolsafe approved technicians are trained to handle this issue, but with no guarantee that it may be fixed. The application of barriers such as Stain Protection - Microseal, Decorguard etc - will help repel the moisture - but offers no guarantee against permanent damage.
Jute: The Rug Est.'s handwoven jute range is limited to a one year warranty with a replacement item or goods to the same value. After six months, all claims are equal to half the original value. This is because jute rugs are expected to deteriorate faster than wool rugs, due to the more brittle composition of the raw fibre. Although jute rugs are one of the most eco-friendly options they can be difficult to clean. Regular vacuuming suffices for normal cleaning but jute rugs are absorbent to moisture and any spills or spots, even if it's only water, needs to be removed immediately to avoid staining. Do not use them in damp areas.
Sprouting: More often occurring in jute and sisal rugs, there will be short fibres popping up while the rug settles and is also caused by furniture placed on top of the rug. This can be trimmed or pushed through, without risking the structural integrity or aesthetic appeal.

Warranty

The following applies to residential use only, please refer to your nominated sales team representative if you are seeking any commercial/contract warranty documentation.

The Rug Est's philosophy is to make placing rugs easy. Your purchase should be enjoyable and stress-free.

Legitimate warranty claims arise when the rug in question aesthetically does not look like the rug purchased, excluding expected RESIDENTIAL wear and tear.

As per the Floor Covering Industry Standard, the replacement value diminishes over time and halves every 12 months from delivery date. Any improper or negligent use or neglect will void this warranty.

The warranty applies to household residential use only and not to any commercial, contract, rental, trade, institutional or other non-residential use. If you wish to make a claim under this warranty, please provide photographic evidence to support the claim.

The Rug Est. manufactures a wide array of qualities, from hand woven through to hand tufted and hand knotted rugs.

Any natural fibre such as wool, mohair or blended fibre rugs shall continue to shed yarn for its entire life - the more shoes are worn, the more it will shed, as well as over stimulating the fibre via frequent vacuuming.

Hand Knotted Rugs

We will repair or replace any rug if it is structurally defective during 10 years from the date of purchase, provided the rug was used for normal residential purposes and maintained in accordance with the care instructions. The use of any motorised brush head vacuum cleaner is not covered by this warranty.

Any rugs that are not hand knotted

This includes, but not limited to Tufted, Flat Weave, Hand Loomed and Hand Woven rugs. We will repair or replace any rug if it is structurally defective during 5 years from the date of purchase, provided a rug was used for normal residential purposes and maintained in accordance with the care instructions. The use of any motorised brush head vacuum cleaner is not covered by this warranty.

PET and Polypropylene Rugs (Indoor/Outdoor)

Although outdoor rugs are typically mould and mildew resistant, the dirt and moisture that accumulates on them is where mould can accumulate. All rugs are designed to be used dry and need to be allowed to get dry when affected by rain or excessive humidity. If installed over tiles, we suggest periodic checks to ensure moisture is not captured under heavy furniture. Trapped mould can be dangerous and needs to be monitored by appropriately qualified experts.

We are happy to provide any specific warranty requests for specific products in specific locations, however be assured that we will repair or replace any rug if it is structurally defective during 5 years from the date of purchase including if used outdoors. This warranty excludes environmental damage like exposure to salt or chlorine.

Exchange and Return Policy

Please contact your sales consultant immediately after delivery if the product is not suitable. There will be no change of mind returns after two business days from receipt. Any exchanges or returns will be subject to any merchant fees applicable (maximum 1.1%), and shipping costs will not be reimbursed (even if shipping was originally provided free of charge).

Return shipping will be at your expense unless otherwise agreed upon. Any returns must be made in packaging fit for purpose and in original condition (undamaged and unsoiled) and delivered to the nearest The Rug Est. location. No return requests will be permitted if there is any evidence of soiling, moisture, or any signs of damage.

We will not accept any returns of any custom products and sale items unless discussed in advance with your sales consultant. We cannot accept returns of rugs that have logos and/or text unless faulty.

Warranty Exclusions

The warranties provided do not apply to any product that has been subject to misuse, neglect, accidental damage, alteration, or improper installation.

Furthermore, the warranty shall be rendered immediately null and void in the event of any of the following:

Unauthorised Chemical Exposure: Damage, discoloration, degradation, or failure resulting from the application of, or exposure to, unknown, unauthorized, harsh, or abrasive chemicals, solvents, or cleaning agents.
Unauthorised Servicing and Cleaning: Damage or failure resulting from cleaning, maintenance, repair, or tampering performed by any person or entity other than a WoolSafe Certified Technical Specialist or a formally authorised service agent.