Terms & Conditions

NATURAL RUGS CO PTY LTD · ABN 81 639 459 144
Mornington showroom: 1/28 Progress St, Mornington, VIC 3931, Australia
Rosebud showroom: 2/8 Henry Wilson Dr, Rosebud, VIC 3939, Australia
Phone: 0426 702 520 · Email: info@dottsrugs.com.au · Web: www.naturalrugsco.com.au

1. About these terms

The website www.naturalrugsco.com.au is owned and operated by Natural Rugs Co Pty Ltd (ABN 81 639 459 144), referred to as "Natural Rugs Co", "we", "us" or "our". These terms apply to every purchase from our website and our showrooms. By placing an order you agree to these terms and to our Shipping & Returns policy.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

2. Using our website

You must use the website lawfully and must not interfere with its operation or security, or use automated tools to copy its content. To open an account you must give accurate details and be at least 18 years old. You are responsible for keeping your password secure and for orders placed through your account.

3. Product information

We describe and photograph our rugs as accurately as we can. Screens display colours differently, and handmade and natural fibre rugs vary from piece to piece, so the rug you receive may differ slightly from the images. See section 9 and our Shipping & Returns page for the natural characteristics of these rugs.

4. Prices and GST

All prices are in Australian dollars and include GST. Delivery charges are shown before you pay. If a price is shown incorrectly, we will contact you before accepting your order and you may cancel for a full refund.

5. Orders

Your order is an offer to buy. A contract is formed when we confirm your order by email. We may decline an order, for example if an item is no longer available or delivery to your area is not possible; if we do, we will refund you in full. If you need to change an order, contact us as soon as possible; we will try to help but cannot guarantee changes once an order is dispatched.

6. Payment

Payment is due in full when you order, unless we agree otherwise in writing. We accept credit card, debit card, bank transfer and Zip (buy now, pay later). Zip payments are subject to approval by Zip and its own terms. For bank transfers, please use your order number as the reference; we dispatch or release goods once the funds clear. Goods remain our property until paid for in full.

7. Custom and made-to-order rugs

Custom-made, made-to-order and cut-to-size rugs are made to your specifications. A 50% deposit is required to start production, with the balance due before dispatch or collection. The deposit is non-refundable if you cancel after we have confirmed your order, because production begins on your behalf. It will be refunded if we cannot supply your rug. Custom items are not eligible for change-of-mind returns, but your consumer guarantee rights still apply if the rug is faulty or not as ordered.

Production takes about 3 to 6 months, plus freight to Australia. We will quote both freight options with your order:

Sea (container) freight: lower cost, longer delivery time.
Air freight: faster delivery, higher cost.

Lead times are estimates and we will keep you updated.

8. Delivery, collection and returns

Delivery charges, timeframes, click & collect, change-of-mind returns and faulty goods are covered in our Shipping & Returns policy, which forms part of these terms. Risk in the goods passes to you on delivery or collection.

9. Handmade and natural fibre rugs

Our handmade rugs are individually made by artisan weavers. Size variation of up to ±5%, colour differences between batches, slight irregularities in weave, edges and fringes, initial shedding, sprouting, a natural fibre scent when new, and packaging creases are natural characteristics of these products, not faults. These are explained before purchase on our product pages and in our Shipping & Returns policy.

10. Consumer guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We do not offer an extended or additional warranty. Your rights under the Australian Consumer Law apply in full.

11. Liability

To the extent permitted by law, and except for your rights under the Australian Consumer Law, we are not liable for indirect or consequential loss arising from the use of our website or products. Nothing in this section limits our liability for failing to meet a consumer guarantee.

12. Privacy

We collect and use your personal information to process orders, deliver goods and provide customer service, in line with our Privacy Policy.

13. Intellectual property

The content of this website, including text, images, logos and designs, belongs to us or our suppliers. You may not copy or reuse it without our written permission.

14. Changes and governing law

We may update these terms from time to time; the version on the website when you place your order applies to that order. These terms are governed by the laws of Victoria, Australia.

Last updated: 31 October 2026