Privacy Policy

East India Rug Company — Terms & Conditions

Welcome to the East India Rug Company. Please review the following terms and conditions that govern your use of our website and purchases.

1. Security & Privacy

We are committed to protecting your personal information. Our system utilizes secure encryption to encode your credit card and contact details, ensuring safe transmission.

  • We respect your privacy and will never share your personal data with third parties.

  • We may occasionally use your email address to send newsletters, product announcements, and exclusive promotional offers.

  • You may opt out of our mailing list at any time by contacting us via email, phone, or fax.

2. Payment & Ordering Options

  • Payment Methods: We accept direct bank transfers as well as all major credit cards.

  • Order by Phone: If you experience any difficulties ordering online, please call our customer service team at 1300 13 2226 to place your order securely.

  • Hours of Operation: Our customer service lines are open Monday to Friday, 9:00am – 5:00pm.

  • Currency: All prices displayed on our website are listed in Australian Dollars (AUD).

3. Freight & Delivery

  • Shipping Rates: Delivery fees are calculated based on the size and weight of your order. We actively work to secure the most competitive freight rates for you.

  • Logistics Partner: Blue Star Logistics is our primary freight partner for deliveries across Australia. Alternatively, you are welcome to nominate a carrier of your choice.

  • Delivery Confirmation: You will be notified once your order has been processed and dispatched.

  • Acceptance of Goods: Delivery is deemed legally complete when the transit company receives a signed delivery docket confirming the goods were received in good condition.

⚠️ Important: Please inspect the packaging upon arrival. If the packaging is damaged, do not sign the delivery docket and contact our customer service team immediately.

4. Sale Items

  • All sale and promotional items are purchased on a final sale basis. They are not eligible for refunds, returns, or exchanges.

  • Colour Variances: Rug colours are represented as accurately as possible on our website. However, because colours display differently across various computer screens and devices, East India Rug Company cannot be held responsible for slight shade variances. Please choose carefully before purchasing sale items.

5. Order Cancellation Policy

Because our secure merchant system automatically processes and prepares orders for shipment immediately after they are placed, we incur irreversible transaction and administrative fees.

  • Cancellation BEFORE Shipment: If you cancel your order prior to dispatch, a 10% cancellation fee will be deducted from your refund.

  • Cancellation AFTER Shipment: Once an item has shipped, the order cannot be cancelled and must be treated as a standard return under our Refund/Exchange Policy.

6. Manufacturing Variations (Handmade Characteristics)

East India Rug Company products are meticulously individually hand-made and hand-woven. The following natural characteristics and minor variations are inherent to the artisanal process and are not considered manufacturing defects:

  • Size: Hand-made items may vary in size by up to +/-3% from the ordered dimensions.

  • Colour: Crafted primarily from natural and undyed fibres, minimal colour variation may occur between dye lots. (A 5% variation is the standard within Australian carpet guidelines).

    • Note: Charcoal and darker tones may fade if exposed to direct sunlight. Minimal colour transfer may occur on light-coloured surfaces. We recommend rotating your rug regularly to ensure even wear.

  • Design & Construction: Minor inconsistencies in line or weave thickness are natural markers of a hand-knotted or hand-woven item.

  • Shading: Changes in pile and weave direction can cause natural shading shadows, which is a characteristic feature of premium rugs.

  • Shedding: New natural-fibre rugs will initially shed loose fibres. This is entirely normal and will subside over time with regular vacuuming using a high-quality upright vacuum cleaner.

  • Pop-ups: During the settling period of the weave, short yarn fibres may occasionally pop up. These can be safely trimmed level with the pile or gently pushed back into the weave.

7. Warranty

Because East India Rug Company rugs are 100% handmade, they cannot carry an unconditional warranty. However, we stand behind our quality with a structural warranty under the following terms:

  • Coverage: We will repair or replace a rug that develops a structural defect within 12 months of purchase, provided it has been used for normal domestic purposes and maintained according to our care guidelines.

  • Assessment: East India Rug Company reserves the right to attempt to repair any defect prior to issuing a full replacement. If a replacement is approved, the same style will be provided; if that product is discontinued, an alternative item of equal value will be offered.

  • Exclusions: This warranty is voided by improper or negligent use. It does not cover damage from incorrect cleaning methods, chemical exposure, water damage/flooding, sunlight fading, resizing/cutting, or standard wear and tear over time. Products exhibiting standard manufacturing variations (as listed in Section 6) are not considered defective.

  • How to Claim: To initiate a warranty claim, you must provide photographic evidence. Please email us your invoice number, date and place of purchase, a photo of the full rug, and a clear close-up image of the specific structural issue.

8. Copyright

All content, design, and imagery provided on this website are protected by copyright laws and are intended for personal reference only. Written permission must be obtained from East India Rug Company before reproducing any material or images from this site.