Warranty Information

Warranty Information

Every rug we sell is covered by a one-year manufacturer warranty against defects in materials and workmanship. This page explains exactly what that means, what is and is not covered, and how to make a claim.

At a glance

  • 1 year from delivery on all rugs and rug pads.
  • Covers manufacturing defects (loose backing, color bleed in normal use, structural defects, missing knots).
  • Does not cover normal wear, fade, pet damage, accidents, or improper cleaning.
  • Remedy is repair, replacement, or refund - at our discretion.
  • Original receipt and photos required.

What is covered

The warranty covers defects that are caused by how the rug was made, not by how it has been used. Specifically:

  • Loose or detached backing on hand-tufted rugs (latex separating from the foundation under normal use).
  • Color bleed when the rug is cleaned according to our instructions.
  • Excessive shedding beyond the normal 3-6 month break-in period for new wool rugs.
  • Structural defects such as missing knots, uneven foundation, frayed selvedge, or unbound fringe at delivery.
  • Sizing errors where the delivered rug is more than 3% off the listed dimensions.
  • Material misrepresentation where the fiber content does not match what was advertised.

What is not covered

  • Normal wear and tear from foot traffic, furniture, or vacuuming.
  • Sun fade from prolonged exposure to direct sunlight.
  • Pet damage: chewing, clawing, urine bleach spots, or odor.
  • Improper cleaning: bleach, the wrong solvent, harsh detergents, home steam cleaning of wool/silk/viscose, or a non-rug-trained cleaner.
  • Water and moisture damage: floods, leaks, mildew from damp basements, or jute/sisal rugs placed in humid rooms.
  • Burns, cuts, tears, snags, and other accidental damage.
  • Initial shedding on a new wool rug during the first 3-6 months. This is a feature of natural fiber, not a defect.
  • Wrinkles and creases from shipping that resolve on their own within 7-14 days.
  • Slight color or pattern variation on hand-made rugs. Each piece is unique; small irregularities are part of the craft.
  • Cosmetic differences from on-screen images. Monitor color reproduction is approximate.

Warranty period

The warranty runs 1 year from the date of delivery for all rugs and rug pads. For hand-knotted rugs (which are the longest-lasting type), we extend the warranty to 3 years on structural defects (foundation breakage, knot failure). Cosmetic defects are still covered for 1 year only.

Remedy

If a defect is confirmed, we will at our option:

  1. Repair the rug at our cost, including return shipping both ways.
  2. Replace the rug with the same item, or with a comparable item if the original is no longer made.
  3. Refund the original purchase price.

We choose the remedy based on what is most practical for the defect. Most cosmetic defects are remedied by repair; structural defects are typically replaced.

How to file a warranty claim

  1. Email support@abcdecorativerugs.com with the subject "Warranty claim - Order #####".
  2. Include the original order number or a copy of the receipt.
  3. Attach 4-6 clear photos: full rug from above, close-up of the defect, the back of the rug at the defect area, and a wide photo of the room (so we can see traffic, sun exposure, and pads).
  4. Tell us when the issue was first noticed and how the rug has been cleaned.
  5. Our team will respond within 1-2 business days. If we need to inspect the rug in person, we will arrange and pay for return shipping.

Exclusions and limits

This warranty is offered to the original purchaser only and is not transferable. It is the only warranty we provide, written or implied. To the extent allowed by law, we are not liable for indirect, incidental, or consequential damages arising from the use of our products. This warranty does not affect any statutory rights you have under your local consumer-protection laws (USA or Canada).

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