At ARVEN Gallery, we take pride in the craftsmanship and authenticity of our handmade Moroccan rugs. We want you to feel confident in your purchase, and we understand that sometimes an exchange or return may be necessary. Since all purchases are arranged directly with our clients, the following guidelines outline how returns, refunds, and warranties are handled.

 

1. Change of Mind

 

If you change your mind after receiving your rug, returns may be accepted under agreed conditions. The rug must be unused, in original condition, and returned with its original packaging and documentation. The return process and eligibility will be discussed and confirmed with you before shipping the item back. Return shipping costs are the responsibility of the client unless the rug is faulty or incorrect.

 

2. How to Arrange a Return

 

If you wish to return a rug, contact us at contact@arvengallery.com.au with details of your purchase, the rug reference, and the reason for your request. We will provide instructions and confirm the return address. We recommend using a tracked and insured delivery service, as you remain responsible for the rug until it arrives safely back to us.

 

3. Refunds

 

Refunds, if approved, are processed once the rug is received and inspected. We will confirm whether a full or partial refund is applicable depending on the rug’s condition. Refunds are made in Australian Dollars via the agreed payment method used for the original transaction.

 

4. Warranty – 2 Years Craftsmanship Guarantee

 

Every ARVEN Gallery rug is handcrafted and inspected for quality before delivery. In the unlikely event of a manufacturing fault, we offer a two-year warranty covering hidden or structural defects. This includes abnormal weaving issues, irregular fading under normal conditions, or dye-setting defects unrelated to wear or misuse.

The warranty does not cover normal wear (such as fibre shedding or compression), natural handmade variations, improper care, or damage caused by pets or moisture. If a warranty claim is approved, we will arrange professional repair, provide a replacement of the same or equivalent value (subject to availability), or issue a refund if repair or replacement is not possible. Return and redelivery costs will be covered for confirmed warranty claims.

 

5. Contact Us

 

For any return, refund, or warranty enquiry, please email contact@arvengallery.com.au with details of your purchase and photos if relevant. We will review your request and guide you through the next steps.

 

At ARVEN Gallery, our goal is to ensure that every rug you receive reflects the quality, beauty, and authenticity we stand for. We aim to make the process of resolving any issues as smooth and respectful as possible.