Refund policy

See our Shipping Policy (which forms part of these General Terms and Conditions).

We will endeavour to deliver Products within any estimated timeframes, but cannot be held liable for late delivery or related loss or damage you may suffer as a result of this.  Late delivery does not entitle you to cancel any order or part order.  Delivery may be by instalments. 

Please inspect your Product upon receipt and contact us immediately (at hello@weavehome.co.nz with your order number and with the subject line “RETURN REQUEST”) if the Product is defective, damaged or if you receive the wrong Product, so that we can evaluate the issue and make it right.  You will need to provide all the information we ask for so that we can assess your claim.  We will otherwise not be able to process your claim.

We are not responsible for damage to the Product that occurs during transit or delivery to you, or when returning the Product to us.

If we accept your claim or if we need to inspect the Product to better assess your claim, we will send you a return shipping label, as well as instructions on how and where to send your package.

We will notify you once we have received and inspected your returned Product. If we agree with your claim, we will:

(a)   exchange the Product for a new, equivalent Product; or

(b)   provide you with a refund. 

The election of whether to exchange the Product or provide you with a refund will be at our discretion.  This is unless the New Zealand Consumer Guarantees Act 1993 applies and the Product has a major fault (in which case it is your choice whether you opt for a replacement or a refund) or if there are other applicable laws that provide you with this choice and that are not excluded under these General Terms and Conditions.  If we approve a refund, you will be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.  Original shipping costs are not refundable.

Custom-Made Rugs

Our custom-made rugs are produced specifically to your order. For this reason, cancellations and change of mind returns cannot be accepted once production has commenced.

Full payment is required prior to production.

Weave rugs are individually handwoven and dimensions may vary by up to 5% from the size ordered. This is considered a normal characteristic of a handcrafted product rather than a manufacturing fault.

These exclusions do not affect any rights or remedies you may have under the New Zealand Consumer Law.

Colour Representation

We take care to represent the colours and appearance of our products as accurately as possible.

However, colours may appear differently depending on screen settings, monitor calibration, device settings, lighting and other factors. Product imagery should therefore be used as a guide.

A return requested solely because of a difference between the colour displayed on your device and the physical product will generally be treated as a change of mind return, unless the product is otherwise faulty, incorrectly described or your rights under applicable consumer law provide otherwise.

Rug Characteristics

Weave rugs are handwoven by artisans and each rug is unique. Natural variations are an inherent part of handcrafted products and are not generally considered manufacturing faults.

Shedding & Pilling
Many Weave rugs are made predominantly from natural fibres, which can naturally shed or pill. Loose fibres can be removed through regular vacuuming using a flat-head attachment that does not excessively agitate the fibres. Shedding and pilling may vary depending on foot traffic, furniture movement, vacuuming and other mechanical agitation. We recommend rotating rugs regularly to encourage even wear.

Pop-Ups
Pop-ups can occur when the end of a yarn works its way loose from a handwoven rug. These can generally be left alone or gently pushed back into the structure of the rug. Do not pull threads from the rug.

Sizing
Due to the individually handwoven nature of our rugs, variations of up to 5% from the stated dimensions are considered within normal manufacturing tolerance.

Odour
Rugs are transported in protective wrapping. Occasionally, natural material odours can become concentrated during shipping. These should dissipate after the rug has been unpacked and exposed to fresh air, generally within several days to a week.

Creasing
Rugs are rolled for transportation and may display temporary creasing when first unpacked. This should naturally reduce after the rug has been laid flat. Reverse rolling the rug overnight may help accelerate this process.

Colour Variation
Many Weave rugs contain natural fibres, meaning some variation in colour, tone and texture between individual rugs may occur.

Fading
Extended exposure to direct sunlight may cause colours to fade over time. We recommend rotating your rug regularly and limiting prolonged exposure to direct sunlight where possible.

These characteristics are inherent to handcrafted and natural-fibre products and are not generally considered faults. This does not exclude your rights where a product fails to meet a consumer guarantee under the New Zealand Consumer Law.

Furniture Warranty & Characteristics

Weave Furniture Warranty

In addition to your rights under the New Zealand Consumer Law, Weave provides a 12-month warranty against manufacturing defects arising under normal residential use.

This additional warranty does not cover general wear and tear, accidental damage, misuse, improper care or cleaning, commercial use or damage resulting from exposure to the elements.

The 12-month warranty period does not limit the period during which you may have rights or remedies under the New Zealand Consumer Law.

Furniture Characteristics

Weave furniture is crafted using upholstery fabrics, cushioning, timber veneers and other materials that may naturally change or vary with use.

Fabric Relaxation & Creasing
With use, upholstery fabric, foam and cushioning will naturally soften and relax. Creasing and comfort creases are a normal part of this settling process.

Pilling
Pilling can occur through everyday use, particularly with textured woven fabrics. It is caused by friction from clothing, blankets and general use and does not necessarily indicate a fault. Pills can generally be removed carefully with a suitable fabric shaver.

Texture & Weave Variation
Bouclé, chenille and other textured upholstery fabrics may display variations in weave, yarn thickness, surface texture and pattern. These characteristics are inherent to the construction of the fabric.

Timber Variation
Furniture containing timber or timber veneer components may display natural variations in grain, colour and texture.

Leather-Look Upholstery
Our leather-look upholstery features an embossed grain intended to recreate characteristics of natural leather. Slight variations in grain pattern and finish are an intentional feature of the material.

Dimensional Tolerances
Minor variations in overall dimensions can occur due to upholstery, foam compression and normal manufacturing tolerances.

Sunlight & Fading
Prolonged exposure to direct sunlight may cause upholstery fabrics and timber finishes to fade or discolour over time.

Normal characteristics do not exclude your rights where a product is faulty or fails to comply with a consumer guarantee under the New Zealand Consumer Law.

Contact Us

For returns, refunds or product concerns, please contact:

Weave Home NZ
hello@weavehome.co.nz

Please include your order number and, for return requests, use the subject line “RETURN REQUEST”.