Refund policy

We want you to be happy with your Weave purchase. If you have changed your mind, received an incorrect item, or believe your product is faulty or damaged, please follow the information below.

This Returns & Refunds Policy applies to products purchased directly from weavehome.com.au. If you purchased a Weave product from one of our retail partners, please contact the retailer you purchased it from regarding any return, exchange or refund.

Nothing in this policy limits your rights under the Australian Consumer Law or any other rights that cannot legally be excluded.

Change of Mind Returns

If you have purchased from weavehome.com.au and are not completely happy with your Weave product, you may request a change of mind return.

Please email hello@weavehome.com.au with your order number and the subject line “RETURN REQUEST” within 5 days of receiving your order.

To be eligible for a change of mind return:

• Goods must be returned within 30 days from the date of invoice.

• Items must be unused, unwashed and in their original condition.

• Original packaging and product tags must be intact.

• Your original invoice or proof of purchase must be included.

Return shipping costs for change of mind returns are the responsibility of the customer. Original delivery charges are not refundable.

Once your return has been received and inspected at our warehouse, an approved refund will be processed to your original payment method. Please allow up to 14 business days for us to process your return. Your bank or payment provider may require additional time for the refund to appear in your account.

Exchanges

If you would like to exchange an item purchased from weavehome.com.au, please follow the change of mind returns process above.

Once the original item has been received and your return approved, we will process a refund to your original payment method. A new order can then be placed through weavehome.com.au for your preferred item.

Order Cancellations

If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at hello@weavehome.com.au.

We will do our best to accommodate your request. However, once an order has been processed or dispatched, we may be unable to cancel it. If your order has already been dispatched, you may request a return in accordance with our Change of Mind Returns policy above.

Custom-made products cannot be cancelled for change of mind once production has commenced.

Faulty or Damaged Items

We take care to ensure our products meet our quality standards.

If you believe an item is faulty or damaged, please contact us as soon as possible at hello@weavehome.com.au with:

• your order number;

• your name and contact details;

• details of the product and issue; and

• photographs or other information that may help us assess the issue.

Where we need the product returned to assess a claim, we will provide return instructions and, where appropriate, arrange return shipping.

Once the product has been assessed, we will work with you to provide the remedy required under the Australian Consumer Law, which may include repair, replacement or refund.

Where a product has a major failure under the Australian Consumer Law, you are entitled to choose a refund or replacement.

Incorrect Items

If you receive an item different from the item you ordered, please contact us as soon as possible at hello@weavehome.com.au.

Please provide your order number, contact details and information about the item received and the item originally ordered, along with photographs where appropriate.

We will provide instructions for returning the incorrect item and arrange the appropriate replacement or refund.

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 Australian 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 Australian Consumer Law.

Furniture Warranty & Characteristics

Weave Furniture Warranty

In addition to your rights under the Australian 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 Australian 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 Australian Consumer Law.

Refunds

Where a refund is approved, it will be made to the original payment method used for your purchase.

Please allow up to 14 business days for us to process an approved return after it has been received. Your bank, credit card company or payment provider may take additional time to process and display the refund.

Original shipping charges are not refundable for change of mind returns. This does not affect any entitlement you may have to recover delivery or other costs under applicable consumer law.

Consumer Rights

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.

These consumer guarantees apply independently of any additional warranty offered by Weave.

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Contact Us

For returns, refunds or product concerns, please contact:

Weave Home Australia
hello@weavehome.com.au

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