Warranty

Every rug is covered by your rights under the Australian Consumer Law.

Last updated: August 2026

Your rights under the Australian Consumer Law

Rug Lane Pty Ltd (ABN 25 700 874 200) doesn't offer a separate manufacturer's warranty. Instead, every rug we sell carries the full protection of the Australian Consumer Law — a set of guarantees that apply automatically and cannot be excluded, limited or modified by us.

Under the Australian Consumer Law, the rugs we sell must:

Be of acceptable quality — safe, durable, free from defects, and acceptable in appearance and finish
Match their description, and any sample or photograph shown
Be fit for the purpose rugs are ordinarily used for, and for any purpose we told you they'd be suitable for

What you're entitled to

Major failure — where a rug is substantially unfit for its normal purpose, significantly different from its description, or has a defect a reasonable person wouldn't have accepted: you choose a replacement or a full refund, and may claim compensation for any other reasonably foreseeable loss.
Minor failure — a problem that can be put right in a reasonable time: we'll repair or replace the rug.

There's no fixed expiry on these guarantees. How long they apply depends on what's reasonable for a rug of that type, price and description — a quality wool rug is expected to last considerably longer than a low-cost synthetic one.

What isn't a defect

The following are natural characteristics of handmade and natural-fibre rugs, not faults:

Shedding — wool and jute rugs release loose fibres, most heavily in the first few months. It settles with regular vacuuming.
Variation — slight differences in colour, dye lot, texture, pile height and pattern are inherent to handmade production. No two pieces are identical.
Creasing — rugs are rolled for transit and may hold a curl at the corners for a week or two before settling flat.
Normal wear — some flattening of the pile in high-traffic areas, consistent with the age and use of the rug.

Equally, the Australian Consumer Law does not cover damage caused after delivery — spills, stains, pet damage, moisture, unsuitable cleaning products or methods, alterations, or using a rug in a setting it wasn't intended for.

Making a claim

Email sales@ruglane.com.au with your order number, clear photos of the issue, and a note on when it appeared and how the rug has been used.
We'll respond within 1–2 business days.
Where a claim is accepted, we arrange and pay for collection at no cost to you, and provide a repair, replacement or refund appropriate to the failure.

For plain-language guidance on your rights, the Australian Competition and Consumer Commission publishes helpful information at accc.gov.au.