General Terms

By submitting payment for a custom rug, you acknowledge that you have carefully reviewed and approved all specifications, finishes, and product details. Full payment is required at the time of order placement. In-stock purchases typically ship within 2 weeks unless otherwise noted. Pricing is valid for 30 days and may be subject to change thereafter.

Please note that any alterations or modifications to our products will void all warranties and certifications.

Lead Times

Quoted lead times are provided as estimates only. While we strive to anticipate all factors, unforeseen circumstances may affect production. Lead times begin upon receipt of full payment and confirmation of final order details. Shipping transit time is not included in the quoted lead times.

Handmade Craftsmanship

Each Naturug piece is entirely handmade, washed, and dried in open air. Crafted from 100% natural wool, every rug will feature subtle variations in pattern, color, shape, and size. These are not defects but rather a hallmark of authentic craftsmanship. Natural wool also carries unique characteristics, meaning the final product may differ slightly from website images, physical samples, or photography.

Variability Notice

Due to the handmade nature of our rugs, final sizing may vary by up to 3%. Variations in material, finish, and tone are inherent and celebrated as part of the artistry. We do not accept returns or cancellations on the basis of such natural variations.

Shipping & Delivery

All shipments must be inspected upon delivery. Any damage sustained during transit must be documented and reported within 48 hours of receipt. Claims made after this period, or once goods leave the original delivery address, will not be honored.
If packaging shows visible damage, please contact Naturug with photos before opening. Naturug is not responsible for lost or stolen packages. Clients are responsible for ensuring that deliveries can fit through hallways, doors, and elevators.

Order Cancellation

Orders may be canceled within 24 hours of placement for a full refund. After this period, all orders are final.

Volume Discounts

Discounts based on volume or order value are subject to review and may change without notice.

Warranty

Naturug rugs are guaranteed for 6 months against manufacturing defects. Due to their handcrafted nature, all sales are final, and no returns or exchanges are accepted. The warranty does not cover damages arising after delivery, including but not limited to:

• Accidental damage or misuse

• Improper installation

• Normal wear (fading, shedding, staining)

• Damage from sharp objects or atypical use

• Natural changes in wool texture or color

• Aging effects or finish variations

• Improper care, cleaning products, or exposure to unsuitable conditions

This warranty applies exclusively to residential use. Commercial or non-residential use is not covered.

Accepted Payments

We accept the following forms of payment:

• SECURE BANK TRANSFER

Return Policy

Due to the custom, made-to-order nature of our rugs, all sales are final.

Please ensure that all dimensions, colors, and design details are carefully reviewed prior to placing your order.