SECURITY & PRIVACY
Our system encodes your credit card and contact details to ensure its safe transfer to us. We respect your privacy and personal information, and will not share it with anyone else. We may use your email address to send our email newsletters and other announcements regarding promotions, new products and special features. Should you wish to be removed from our mailing list at any time, please let us know via email, phone or fax.
PAYMENT OPTIONS
Bank transfer or We accept all the major credit cards,please contact -1300 13 2226
ORDER & PAY BY PHONE
If you are having trouble using our website, please phone us on 1300 13 2226 to place your order, and provide us with payment and address details. Our customer service phone line opening hours are 9:00am-5:00pm Monday-Friday.
CURRENCY
All amounts listed on website are in Australian Dollars (AUD).
FREIGHT
Our delivery rates depend on size and weight. We will endeavour to get the cheapest freight deal for you. However, if you wish you may nominate a carrier of your choice. Blue star Logistics is our active partner for freight in all over Australia.
DELIVERY
Please be assured you will be contacted once your order has been processed and your items have been dispatched.. Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received in good conditions. Please do not sign the delivery docket if the packaging is damaged. We apologize in advance for any inconvenience that may be experienced. We will be in contact shortly or alternatively, please call our customer service phone line from 9:00am-5:00pm Monday-Friday.
SALE ITEMS
Sale items are not eligible for refund, return or exchange, please choose carefully. Colours may vary between computer screens. If you are unsure or are concerned about slight variances in colour please do not purchase sale items as these cannot be returned. The colours on the website are represented as best as possible but we cannot be held responsible for wrong choices or incorrect colour variances between computer screens.
ORDER CANCELLATION POLICY
All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:
If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
If you cancel your order AFTER it has been shipped, please follow our Refund/Exchange Policy. The cancellation will have to be treated as a Return.
MANUFACTURING VARIATIONS
The Company rugs are individually hand made and hand woven items and as such they are subject to the following variations, which are not considered manufacturing faults:
Size – being a hand made article, the size can vary by +/-3% from the size ordered.
Colour – Our rugs are made primarily from natural and undyed fibers. Every effort is made to ensure there is minimal colour variation however some variation can be expected. (5% is the Australian Standard for Carpet Colour variation). Charcoal colour products will fade in natural light/sunlight. Please note that some colour may transfer on light coloured surfaces. Rotate your rug to minimize damage caused by natural light.
Design & Construction – Minor variations may be evident, which is due to the fact that the rug is a hand made item including line/ weave thickness.
Shading – Occurs due to changes in pile and weave direction and is a natural characteristic of carpets and rugs.
Shedding – Our hand made rugs are made from all natural fibres. Natural fibre rugs will initially shed loose fibers, this is normal. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.
Pop ups- Due to the nature of type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through.
WARRANTY
Aussbond rugs are 100%handmade and therefore unable to have an unconditional warranty. Aussbond will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions. The Rug Collection reserves the right to fix any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void this warranty. This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years.
A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations / characteristics of our wool rugs. If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the rug was purchased. A photo of the rug with a close-up image of the defect.
COPYRIGHT
The material provided on our site is copyright protected and is to be used for personal reference only. Permission to reproduce any images must be sought in writing from this Website.
