Last updated: 14 August 2026
Your rights under Australian Consumer Law
HAUS AND HARBOUR PTY LTD (ABN 50 691 218 372) does not offer a separate manufacturer's warranty. Instead, every rug we sell carries the full protection of the Australian Consumer Law (ACL), a set of guarantees that apply automatically and cannot be excluded, limited or modified by us.
Under the ACL, the rugs we sell must:
- Be of acceptable quality, safe, durable, free from defects, acceptable in appearance and finish, and fit for the purposes rugs are ordinarily used for
- Match their description and any sample or demonstration model
- Be fit for any purpose we told you they'd be suitable for
What you're entitled to
- Major failure: where the rug is substantially unfit for its normal purpose, significantly different from its description, or has a defect a reasonable person wouldn't have accepted had they known: you choose a replacement or a full refund, and you may claim compensation for any other reasonably foreseeable loss or damage.
- Minor failure: a problem that can be put right in a reasonable time: we will repair or replace the rug.
There is no fixed expiry on these guarantees. How long they apply depends on what is reasonable for a product of that type, price and description, a quality wool rug is expected to last considerably longer than a low-cost synthetic one.
What is not a defect
The following are inherent characteristics of handmade and natural-fibre rugs, not faults:
- Shedding. Wool and jute rugs release loose fibres, most heavily in the first few months. It settles with regular vacuuming.
- Variation. Slight differences in colour, dye lot, texture, pile height and pattern are inherent to handmade production. No two pieces are identical.
- Creasing. Rugs are rolled for transit and may hold a curl at the corners for a week or two before settling flat.
- Normal wear. Flattening of pile in high-traffic areas, consistent with the age and use of the rug.
Equally, the ACL does not cover damage caused after delivery — spills, stains, pet damage, moisture, unsuitable cleaning products or methods, alteration, or use in a setting the rug wasn't intended for.
Making a claim
- Email hello@hausandharbour.com with your order number, clear photographs of the issue, and a description of when it appeared and how the rug has been used.
- We respond within 24–48 hours on business days.
- Where a claim is accepted, we arrange and pay for collection at no cost to you, and provide a repair, replacement or refund as appropriate to the failure.
If you'd like more information about your rights, the ACCC publishes plain-language guidance at accc.gov.au.
Contact
- Registered business: HAUS AND HARBOUR PTY LTD
- ABN: 50 691 218 372
- Business address: Unit D1/393A Macquarie Rd, Warners Bay NSW 2282, Australia
- Email: hello@hausandharbour.com
- Phone: +61 2 8590 2323
- Customer service hours: Monday–Friday, 9:00 AM – 5:00 PM Australian Eastern Time (Sydney), excluding NSW public holidays