Returns & Refunds
Each Arven rug is woven by hand, with natural variations inherent to the making of each piece.
This policy applies alongside your rights under the Australian Consumer Law, which cannot be excluded or limited.
1. Made-to-Order Pieces
Made-to-order pieces are woven specifically following confirmation of your order.
Once weaving has begun, cancellations or change-of-mind returns cannot be accepted.
If you would like guidance on dimensions, tones, materials or placement before ordering, please contact us.
2. Handmade Characteristics
As each Arven rug is handwoven from natural wool, subtle variations in colour, tone, texture, weave, pattern and dimensions are inherent to the process.
These variations form part of the individual character of each piece.
Product imagery is intended to represent each rug as accurately as possible. As each design is interpreted and woven by hand, variations between the piece shown and the finished rug are expected.
3. Faulty, Damaged, or Incorrect Items
If your rug arrives damaged, is faulty, does not correspond with its description or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.
Depending on the nature of the issue, this may include a repair, replacement or refund.
4. Reporting an Issue
If your rug arrives damaged in transit, please contact us within 48 hours where possible so the matter can be raised promptly with the courier. For any other issue, please contact us as soon as practicable.
Please include:
- your name and order details
- the rug reference or product name
- a description of the issue
- clear photographs of the rug
- photographs of the packaging and shipping label, where relevant
5. Transport Damage
Where damage has occurred in transit, we may liaise with the courier or transport insurer as part of our assessment.
Please retain the original packaging where possible until the matter has been reviewed.
6. Returns
If a return is required, we will provide instructions and arrange the appropriate return process with you.
Please contact us before sending a rug back.
7. Refunds
Where a refund is provided, it will be processed to the original payment method.
Processing times may vary depending on your payment provider.
8. Contact
Updated September 2026
