Terms & Conditions

Armadillo & Co Pty Ltd 
ABN 98 129 029 198 

Shop 2/188 Chalmers Street 
Surry Hills, 2010, NSW  

Ph. +61 2 9698 4043 

Email: hello@armadillo-co.com  
Website: www.armadillorugs.com 

Click here to view our Grievance Policy

By accessing or using this website, you agree to these terms or conditions (as they may be updated, at our discretion, from time to time). Please note that although every effort is made to photograph our products accurately, we cannot guarantee every computer monitor will accurately depict the actual colour of the merchandise. Please contact us with any questions about the colour before purchasing.

You can view our Privacy Policy here.

Your contact details may be used by us for the purposes of sending marketing correspondence or invitations to you. We acknowledge and respect an individual’s choice to opt-out of our direct marketing communications and activities. Should you decide you do not wish to receive marketing or promotional materials from us, please contact us via email: media@armadillo-co.com.

All amounts listed on this website are in Australian Dollars (AUD) for Australian residents and in United States Dollars (USD) for international residents.

You can pay by your credit card on our website or you can call us on +61 2 9698 4043 to place your order by providing us with your payment and address details over the phone. Our customer service phone line is open from 9:00 am - 5:00 pm, Monday through Friday.

In-showroom and Trade customers will receive a tax invoice via email with payment options and bank details upon order placement.

From time to time a product will be out of stock. We will endeavour to have the items back in stock as soon as possible. For an item out of stock but eligible for backorder, an indicative lead time is represented online. Lead times are subject to change and are estimates at the specific time communicated. Any out of stock items will be noted as such on our online store.

To ensure the best experience possible, we offer a range of delivery options so you can choose a suitable service. 

Non-metropolitan deliveries, in-showroom orders, Wholesale orders and Trade orders are subject to shipping charges determined by delivery location.   

Consumer, Wholesale and Trade orders are subject to shipping charges determined by delivery location. 

Sample-only orders are eligible for free delivery Australia-wide. 

Shipping Internationally
Shipping costs for international deliveries will be quoted at checkout before payment. All prices listed online for international shipping are Delivered at Place (DAP – Incoterms 2020) and exclude local taxes and duties. Customers are responsible for paying any taxes and duties that may be incurred upon receipt. If the country you would like to ship to is not listed on our website at checkout, please email shop@armadillo-co.com.

View our full Delivery & Shipping policy here.

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. 

Custom Rugs 
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. 

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. 

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. 

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

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. 

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. 

Subject to the above and subject to any condition, warranty or right implied by, or any statutory consumer guarantee contained in, any law (including the Competition and Consumer Act 2010 (Cth) which cannot by law be excluded by agreement: 
- We give no warranties of any expressly set out in these terms and conditions; and 
- All implied conditions, warranties and rights are excluded. 

The following only applies if you are located in Australia and deemed a “consumer” under the Australian Consumer Law (ACL) and may not apply in your particular case. Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. By stating these rights, we do not vary or extend the remedies otherwise available to you. 

Notwithstanding any other provision of this agreement, we shall have no liability to you (whether for breach of contract, negligence or on any other basis) for loss of use, profit, revenue, business, contract or anticipated benefit or saving, or for any delay, increase in operating costs or for any special, indirect or consequential loss. Otherwise, our maximum aggregate liability to you (whether for breach of contract, negligence or on any other basis) is limited to the price of the product in respect of which such liability may arise.

Unless otherwise indicated, we own the copyright and other intellectual property rights (“IP”) in the content on this website. Some of the IP in the content may be owned by someone else and is included on our website under a license or agreement. All copying, downloading, reproduction, distribution adaptation, modification or communication of the site or any content is prohibited except with our prior written permission. The site contains trademarks that are registered or otherwise protected by law. You are not permitted to use these trademarks except with our prior written permission.

Our website may be linked to other websites over which we have no control. We make no representations about the accuracy of the information contained on those websites. We are not liable for the content on those websites.

This agreement shall be governed by the law of New South Wales, Australia and the parties agree to submit to the jurisdiction of the courts of that State and any courts having appellate jurisdiction from them.

We publish electronic addresses on this website to facilitate communication relating to our business functions. We give no consent to receiving unsolicited commercial electronic messages or SPAM.