Lifetime Warranty

RUG PRIME LIFETIME WARRANTY

 

1. Overview

Rug Prime offers a Lifetime Warranty on our rugs, covering manufacturing defects and structural integrity issues for the product’s reasonable lifespan. This warranty is designed to give you peace of mind, ensuring that your rug maintains its quality when properly cared for.

This warranty is non-transferable and only applies to the original purchaser. Proof of purchase is required for all claims.

2. Warranty Coverage

What Is Covered?

  • Manufacturing Defects – Defects in materials or workmanship.
  • Structural Integrity – Issues such as premature unraveling or failure of seams.
  • Major Color Fading – If the rug experiences abnormal fading beyond reasonable wear.
  • Limited Accidental Damage Coverage – Extreme, unforeseen events such as:
    • House fires (requires insurance claim proof).
    • Natural disasters (earthquakes, floods, etc. with official documentation).
    • Structural failures (e.g., water damage from burst pipes, ceiling collapse).
    • Theft (requires a police report).

What Is NOT Covered?

  • General Wear & Tear – Includes fading, shedding, pilling, or foot traffic wear.
  • Improper Cleaning or Care – Warranty is void if the rug is:
    • Not maintained as per our Cleaning & Care Instructions (see Section 6).
    • Machine washed, dry cleaned, or treated with harsh chemicals.
    • Used outdoors (unless explicitly rated for outdoor use).
  • Accidental Damage from Daily Use – Spills, pet damage, burns, furniture dents, mold, or mildew.
  • Negligence or Modification – If the rug is altered, cut, or repaired by the customer.

3. Defining “Lifetime” Coverage

“Lifetime” refers to the reasonable lifespan of the product, considering its intended use:

  • 10–15 years for display or light-use rugs.
  • 5–8 years for rugs placed in high-traffic areas.
  • Unlimited warranty for registered display/art pieces (see Section 4).

4. Warranty Registration & Proof of Usage

To qualify for extended warranty coverage:

  • Customers must register their rug within 30 days of receiving it if they intend to classify it as a display or art piece.
  • Registration requires photos of the rug in its display setting (hung, framed, or placed in a low-use area).
  • Future claims must include updated photos proving the rug has remained in this setting.

For non-registered rugs, standard warranty limits apply (maximum 5–8 years based on wear conditions).

Warranty claims without registration and proper evidence will be denied.

5. Claim Process & Manufacturer Evaluation

To file a warranty claim, the customer must:

  1. Submit original proof of purchase.
  2. Provide timestamped photos of:
    • The entire rug in its current environment.
    • The specific issue being claimed.
    • The backing of the rug.
    • The rug’s edges and binding.
  3. Rug Prime will evaluate the evidence and determine if the claim is valid.
  4. If approved, Rug Prime will either:
    • Repair the rug if possible.
    • Replace it with the same or an equivalent product.
    • Offer store credit (if repair or replacement is not an option).

Important: Rug Prime’s decision on wear classification and claim validity is final and non-negotiable.

6. Cleaning & Care Instructions (Warranty Compliance)

To maintain warranty coverage, customers must follow these care guidelines:

Basic Maintenance:

  • Vacuum without a rotating brush.
  • Rotate the rug every 6 months.
  • Keep out of prolonged direct sunlight.

Cleaning Restrictions:

  • DO NOT soak or machine wash.
  • DO NOT scrub – blot spills gently.
  • DO NOT use harsh chemicals or detergents.
  • Pet accidents must be cleaned within 24 hours to prevent warranty voiding.

Failure to follow these instructions automatically voids the warranty.

7. Limitations & Legal Disclaimers

  • This warranty does not affect statutory consumer rights under the Consumer Guarantees Act (NZ) or Australian Consumer Law (ACL).
  • Coverage is only available while Rug Prime operates.
  • Warranty is limited to one replacement per rug.
  • Store credit is the only form of reimbursement – no cash refunds.
  • Rug Prime reserves the right to modify or discontinue the warranty at any time without prior notice.

8. Contact & Support

For warranty claims or questions, contact rugprimeshop@gmail.com with your order number and photos.