Refund & Returns
At Arven Gallery, each rug is created through traditional Moroccan handweaving using natural wool and artisan techniques.
Because many pieces are crafted upon request, the following policy outlines how returns, refunds, and remedies are handled.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
1. Made-to-Order Rugs
Most Arven Gallery rugs are crafted specifically following confirmation of an order.
Because each rug requires significant artisan time and natural materials, orders cannot be cancelled or refunded once weaving has begun.
We encourage customers to review product information carefully before placing an order. If you require assistance selecting the right rug, we are happy to provide guidance regarding sizing, tones, materials, and placement.
2. Handmade Characteristics
All Arven rugs are handwoven pieces created using traditional weaving techniques and natural wool fibres.
As a result, subtle variations may occur in:
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colour tone
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texture and fibre character
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weave density
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pattern alignment
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dimensions
These characteristics are inherent to traditional craftsmanship and are not considered defects.
They contribute to the individuality and authenticity of each rug.
3. Product Representation
Images displayed on our website illustrate the design, tone, and overall character of the rug.
Because each piece is woven by hand and natural wool may vary, exact replication of colour, texture, or pattern cannot be guaranteed.
Product images should therefore be considered representative rather than identical reproductions.
4. Faulty, Damaged, or Incorrect Items
Nothing in this policy limits your rights under the Australian Consumer Law.
If your rug:
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arrives damaged during transport
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is faulty
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is significantly different from its description
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does not meet acceptable quality standards
you may be entitled to a repair, replacement, or refund depending on the nature of the issue.
Each request will be assessed individually in accordance with Australian Consumer Law.
5. Reporting Issues
If your rug arrives damaged or if you believe there is an issue with your order, please contact us within 48 hours of delivery.
Claims must include:
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your full name and order details
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the rug reference or product name
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a description of the issue
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clear photographs of the rug
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photographs of the packaging and shipping label
Claims submitted after this period may not be accepted.
6. Transport Damage
If damage occurred during shipping, we may work with the courier service and transport insurance provider to investigate the claim.
Please retain the original packaging and materials until the issue has been reviewed.
7. Return Authorization
If a return is approved, we will provide instructions on how to proceed.
Items returned without prior authorization may not be accepted.
All returned items must be:
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unused
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in their original condition
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returned with the original packaging where possible
Return arrangements will be discussed depending on the nature of the issue.
8. Refunds
If a refund is approved, it will be processed using the original payment method.
Processing times may vary depending on your payment provider.
9. Contact
For any questions regarding this policy or to report an issue, please contact:
Arven Gallery
Updated March 2025
