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Carpets

A styled room with a rug laid across a timber floor

Rug Warranty

This warranty is in addition to your rights under the Australian Consumer Law (ACL). Here is a statement regarding your ACL rights:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  1. In this warranty document:

we, our, us means EC Carpets Pty Ltd ACN 633 900 795 (trading as EC Rugs) of 3 Meyer Road, Lonsdale, South Australia, 5160

you, your, yours means the person who buys the rug from us

Terms of this warranty

  1. This warranty applies to you as the original purchaser. It is not transferable.
  2. We guarantee that our rugs will be free from manufacturing defects for a period of one year from the date you receive it (warranty period).
  3. In this warranty ‘manufacturing defects’ means:
    • separation or unravelling of the linen binding or overlocked edge of the rug that is not caused by wear, misuse or accident;
    • failure of the backing of the rug, under normal use;
    • seam or join failure in the rug caused by faulty workmanship; and
    • faults in the tufting or finishing of the rug that were present at the time the rug was delivered.
  4. This warranty will only apply if the rug has been used for domestic purposes.
  5. It does not apply in cases of:
    • normal wear and tear;
    • accidental damage;
    • damage caused by misuse or use which is not reasonable;
    • colour change;
    • damage caused by cleaning products;
    • damage caused by insects or other pests;
    • damage caused by use of the rug outdoors or in wet areas;
    • damage caused by a lack of care of the rug (see below)
  6. Some of our rugs are made using wool which is a natural product.
  7. Because of that, a wool rug may have the following features:
    1. slight variations in colouring, shade, texture, pile direction, pattern or size
    2. variations between a sample and the rug we supply to you
    3. variations between rugs ordered at different times
    4. creases or roll marks from packaging (these will normally settle within a few weeks of unpacking and laying the rug flat)
  8. The above features are not defects and they are not covered by this warranty.
  9. Many of our rugs are made from production run-ends and that can mean that they are not uniform between one and another. This is not a defect and it is not covered by this warranty.
  10. Rugs routinely shed loose fibres when they are new. This is not a defect and it is not covered by this warranty. (This shedding reduces as the rug ages and is gently vacuumed.)
  11. Sometimes a rug will ‘sprout’ a longer tuft or loop. This is not a defect and it is not covered by this warranty. (a longer tuft or loop should be trimmed level with sharp scissors. Do NOT pull the tuft or loop.)
  12. You must use a suitable underlay and follow our care guidance.

Making a claim under this warranty

  1. If you become aware of a manufacturing defect and you want to make a claim under this warranty you must contact us within the warranty period by email rugs@eccarpets.com.au.
  2. Your email must include proof of purchase, your order number, a description of the issue, clear photographs showing each alleged defect and your address in case we authorise you to send the rug back to us.
  3. If your claim is made outside the warranty period and/or you do not do the things in above, we will not cover your claim under this warranty.

Assessing your claim

  1. After receiving your claim, we will assess it. If we consider that the defect is covered by this warranty, we will, at our option, either:
    1. repair the rug;
    2. replace it, or
    3. provide you with a refund of the original purchase price.
  2. If we ask you to return the rug to us so that we can assess it, we will cover the reasonable freight charges from your premises to our and then for return to your premises.
  3. If we replace a rug under this warranty, the balance of this one-year warranty period will apply to the new rug. The warranty period does not start again.
  4. If we decide to replace your rug and an identical rug is unavailable, we will supply you with a rug of equivalent value.

Limitation of our liability

  1. To the extent permitted by law, our liability under this warranty is limited to providing one of the remedies in clause 17.