We stand behind every rug we make
Because every Monolith and Heart piece is handmade to order from natural and responsibly reclaimed fibres, small variations in colour, texture and finish are part of its character, not a fault — that's what tells you it was made by hand, not extruded by a machine. Dye lots vary slightly between batches, pile can sit a little differently across a large piece, and fringe is never perfectly uniform. That's normal, and it's not covered under warranty because it isn't a defect.
Our warranty
Every rug is covered by a 5-year structural warranty against genuine manufacturing defects — things like faulty weaving, unravelling edges, delaminating backing, or premature backing failure under normal household use. If your rug arrives damaged, or develops a genuine fault within this period, we'll repair it, reweave the affected section, or replace it, at our discretion and at no cost to you.
This warranty sits alongside, and never replaces, your rights under Australian Consumer Law, which we always honour in full regardless of anything stated here.
What isn't covered
- Normal wear, flattening of pile, and gradual fading from sunlight exposure over time.
- Damage from improper cleaning, harsh chemicals, or DIY stain removal gone wrong.
- Damage caused by pets, moisture, or prolonged exposure to humidity.
- The natural, expected variation of a handmade piece — colour, pile, and fringe irregularities that come from being made by a person, not a machine.
Our Rug Care Guide will help you avoid most of the damage that isn't covered, and get decades out of a rug that's built to give them.
How to make a claim
Email contact@monolithandheart.com with your order number and a few clear, well-lit photos of the issue. We'll usually respond within two business days with next steps — whether that's a repair, a reweave, or a replacement.