Refund policy

Returns, Refunds & Exchanges

All our rugs are individually designed and handcrafted with the intention to be a perfect, heirloom-quality piece for your space. However, we understand that there may be situations where you need to discuss a return or exchange. Please read our policy below and email us to discuss any concerns.

Custom & Bespoke Orders

Due to their one-of-a-kind nature, our custom and bespoke rugs are not covered under our standard returns policy. These products are specially made to your unique specifications (size, style, materials, and finish) and are approved by you before manufacturing begins. Therefore, these products are non-returnable and cannot be exchanged.

Order Cancellation: If you need to cancel a custom order, any cancellation made within 5 calendar days of payment will forfeit 30% of your initial 50% payment. Cancellations made after 5 calendar days will result in the forfeiture of the full 50% payment. The custom order commences from the point of sign-off on artwork and receipt of the initial 50% payment.

Faulty or Damaged Rugs

We meticulously inspect all our rugs for quality and faults before they are shipped. If you believe your rug is faulty, please contact us immediately within 7 days of receiving the item with photos of the issue. If the fault is deemed to be genuine, we will offer a solution dependent on the circumstances.

Shipping Faulty Goods: Linus Dean, under the trading name LTD.design with ABN 97 821 774 124, will arrange for the return shipping of faulty goods at no cost to you. If the rug is inspected and not found to be at fault, the cost of the return shipping will be charged back to the customer.

Refunds: If a refund is issued for a faulty rug, it will be processed within 7 business days using the same payment method as the original purchase. Your financial institution may require an additional 3-5 days to clear the funds.

Damage in Transit: If the packaging is torn, damaged, or wet upon delivery, do not sign the delivery docket. Please contact our Head Office at +6282144081623 immediately and supply us with photos. We cannot offer a refund or exchange if the damage was caused by mishandling by the customer.

Handmade Variations Are Not Considered Faults

As our rugs are individually handcrafted, they are subject to natural variations that are not considered faults or defects. We believe these variations are part of the rug's unique character.

Shedding: Handmade rugs made from natural fibers will initially shed loose fibers. This is normal and will decrease over time with regular vacuuming.

Fading: Direct and continuous sunlight will cause colors to fade, especially on darker rugs. We suggest rotating your rug to reduce potential damage.

Size: As a handmade rug, the size can vary by up to 3% from the ordered size.

Sprouting: Short fibers may pop up as the rug settles. These can be trimmed with scissors without affecting the rug's integrity.

Colour: We make every effort to ensure minimal color variation. However, some variation is expected due to the natural fibers used and differences in screen displays.

Warranty

Linus Dean, under the trading name LTD.design, will replace or repair a rug that has a structural defect within 12 months of purchase. This is provided the rug was used for normal domestic use and maintained according to our care instructions. This warranty does not apply to damage caused by improper cleaning, sunlight, or general wear and tear.

How to Make a Claim: To make a warranty claim, please provide photographic evidence of the issue. Email us with your invoice number, date of purchase, and a close-up image of the defect.