Returns, Exchanges & Refunds

We want you to be confident about shopping with us. If you are not completely happy with your rug purchase and the item is unused, you may return it to us within 21 days of receipt for a refund or exchange. If you no longer have the original packaging for your rug, we will happily send you some new packaging to ensure it can be securely wrapped. Unfortunately, we are unable to accept any underlays that have been removed from their packaging unless they are faulty, or any rugs or underlays that are damaged or soiled. 

Refunds will be provided in the original payment form. The value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a different item, the value of the new item is determined by the online listed price at the time your exchange is processed. We are unable to apply discounts from past sales and promotions. During sale periods, please allow up to 10 days for returns to be processed. 

As a certified B Corp, we run our business as efficiently as possible. For that reason, all returns and exchanges incur a 15% fee to cover shipping and restocking. Shipping and handling charges will only be refunded if the item is received damaged, defective or incorrect. For international returns, customers will need to liaise with their relevant local authority to obtain a refund of customs and duties paid on the order. Armadillo is not liable for the loss of the item being returned. 

Please contact our Customer Care team at +61 2 9698 4043 or customercare@armadillo-co.com to assist with your return or exchange. 

• If you’re not sure about choosing the right rug, we’re here to help! 
• Order free samples so you can try several styles from the comfort of home. 
• Live chat with one of our styling experts. 
• Book a complimentary styling service via email, phone or video call. 
• Visit our showrooms. 

Custom Rugs 

We regret that we are not able to cancel, refund or exchange custom rugs or sale items unless there are manufacturer defects or damages. 

Customers have 2 business days from the time the custom order is placed to cancel it. After 2 business days, the order is considered a final sale and cannot be refunded. Please note that lead times are estimations only. Due to factors beyond our control such as production or freight delays and/or adverse weather, we do not guarantee lead times. 

Sale Items 

Sale items purchased during a promotion, or from the “Sale” section are final sale. No exchanges or returns of sale items are accepted unless delivered with a manufacturing fault. 

Manufacturing Variations

Our rugs are individually handcrafted items and as such, they are subject to the following variations, which are not considered faults or defects: 

• Size: Being a handmade article, The size can vary by +/-4% for stocked/standard rugs and +/-3% for custom rugs. 
• Colour: The products are made primarily from natural and undyed fibres. Every effort is made to ensure there is minimal colour variation, however, some variation can be expected 
• Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Some colour may transfer on light coloured surfaces. Rotate your rug to minimise damage caused by natural light. 
• Design & Construction: Minor variations may be evident, which is due to the fact that the Product is a handmade item including line/weave thickness. 
• Shading: Due to changes in pile and weave direction, shading may occur and is a natural characteristic of carpets and rugs. 
• Shedding: Our handmade rugs are made from all-natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner. 
• Pilling can occur due to traffic, moving furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors. 
• Pop-ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through. 

Warranty 

Our rugs are crafted by hand with the utmost care using only the highest quality materials. If your rug is found to be defective within 12 months from the date of delivery, we will (at our option) repair, replace or refund the rug. 

This warranty covers rugs that have been used in a residential application and in recommended areas of use. This warranty will be voided by improper use or neglect. 

Please note that a product is not defective if there is a manufacturing variation referred to in the section above. 

A different warranty may apply for non-residential application. Please contact us to request a written warranty for non-residential application.   

If you wish to make a claim under this warranty, simply contact our Customer Care team at +61 2 9698 4043  or customercare@armadillo-co.com. To assist us, please share: 

• The invoice number; 
• The date of purchase; 
• Two or more photos of the issue. 

 Once we receive your claim, we will work with our R&D team and keep you up to date with next steps.