Shipping Details

Please allow 1 - 3 business days for dispatch. Delivery timeframe depends on your location, estimated to occur within 7 - 10 days. No delivery to PO Box addresses or Parcel Lockers (please provide residential or business address at checkout).

RETURN POLICY

Brand Ventures stands behind every product it sells with a goal of 100% satisfaction for “you” the customer. From time to time, there may be an issue with a product. We have designed our return policy to ensure that any problem is efficiently resolved. Please note the steps in our return policy below.

Types of Return:

Change of Mind - Customers can return an item within 30 days if they change their mind. However, a 20% restocking fee and the return freight cost will be deducted from the credit.

Faulty/Incorrect/Warranty - If you receive a faulty or incorrect rug, we will be happy to assist with the return. However, the customer should provide a photo demonstrating the issue prior to arranging the return.

Steps to Return:

1. Contact Us: Customers must contact us within 30 days from the order date to initiate a return.
2. Collection Arrangement: We will arrange the collection of the rug and send the customer a return label that they can print.
3. Secure Packaging: Ensure the rug is securely wrapped before collection. Use the original packaging or large heavy-duty rubbish bags to cover the item.
4. Labeling: Label the rug for return. Without labels, we cannot track the freight and will not accept responsibility for untracked returns.
5. Pickup Changes: Notify us at least 24 hours prior to the scheduled collection date to cancel or change your pickup day. If the rug is not ready for collection and a pickup is attempted, charges for the attempted collection and a new booking may apply on a case-by-case basis.

Returns Assessment and Credit Process:

• Allow up to 14 working days from the delivery of the return for our Returns department to complete the review process.
• Once completed, a credit note will be issued based on the assessment made by our team.
• We cannot honor credits or replacements for items damaged in transit due to poor packaging or if a rug is returned soiled, including from food or animal hairs.

WARRANTY PROCESS

We stand behind the quality of our products with a 12-month warranty to ensure customer satisfaction. Here is the process for
handling warranty claims:

Warranty Coverage:

Coverage Period: The warranty covers manufacturing defects for 12 months from the date of purchase.
What’s Covered: Manufacturing defects in materials or workmanship under normal use.
What’s Not Covered: Damages resulting from consumer error, misuse, accidents, alterations, or improper care.

Steps to File a Warranty Claim:

Contact Us:

• Contact us within the 12-month warranty period upon discovering the defect.
• Include photographs that clearly show the defect.

Claim Review:

• Our customer service team will review the claim and the provided evidence.
• If the claim is valid, we will guide the customer through the next steps.

Exclusions:

• This warranty does not cover damage resulting from consumer error, normal wear and tear, misuse, or failure to follow care instructions.
• Stains, fading, and damage from spills, pets, or heavy traffic areas are not covered under this warranty