Warranty

Two guarantees, one promise

At Houseify, we work with two levels of warranty. The statutory warranty applies to everything we sell, exactly as required by European law. For our own Berber collection, we go a step further with our Signature Warranty.

Product	Warranty	Duration
All products in the webshop	Statutory guarantee of conformity	2 years
Houseify Signature Berber collection White Berber Rug and Berber Mottled White	Houseify Signature Warranty In addition to the statutory warranty	10 years

What is covered under the warranty?

The Houseify Signature Warranty covers manufacturing defects and quality flaws that occur during normal use within 10 years of purchase. Specifically, this means:

• Loose knots or opening up of the weave structure
• Premature wear of the wool during normal household use
• Release of dyes during normal use
• Loose or falling fringes due to manufacturing defects
• Defects that were already present at delivery and become visible later

What is not covered by the warranty?

A hand-knotted rug is a living product. Some things are inherent to use or the nature of natural materials and are not covered by the warranty:

• Normal wear and tear in heavily trafficked areas (aisles, under chairs)
• Discoloration due to prolonged direct sunlight
• Damage caused by moisture, leaks, or water damage
• Damage caused by pets (chewing, scratching, urine, vomit)
• Damage caused by food, drink, or chemical cleaning agents
• Damage due to incorrect use or improper cleaning
• Small irregularities in pattern, size, or color (characteristic of hand-knotted craftsmanship)
• Normal fiber loss in the first weeks after commissioning

This is how a warranty claim works

1. Register your claimSend an email to info@houseify.com with your order number, a brief description of the problem, and clear photos of the rug and the defect.
2. Review by our teamWe will assess your claim within 5 working days. In some cases, we request additional photos or a short video to properly assess the defect.
3. Picking up the rugIn the event of a valid claim, we will arrange the return shipment. You do not have to pay or organize anything yourself; we will send a carrier to you.
4. Free replacement rugYou will receive a new copy from the same collection free of charge. If the original rug is no longer available, we offer an equivalent alternative or a refund of the full purchase price.

What do you need for a claim?

• The original order number or proof of purchase
• At least 3 clear photos: the entire rug, a detailed photo of the defect, and the back of the rug.
• A brief description of when and how you first noticed the problem
• Information about the location of the rug and how intensively it is used

We are always your point of contact

For any problem, you handle everything directly with Houseify. As the seller, we are legally responsible for the conformity of your rug (Art. 7:17 BW); you will never be referred to the manufacturer or supplier. Furthermore, within the first 12 months after delivery, we assume that a defect was already present at the time of delivery, unless we prove otherwise. In that case, we bear the costs of repair, replacement, or refund.

Warranty on other products

For all products not included in our Signature collection, the statutory 2-year warranty on conformity applies. This means that your product must meet what you can reasonably expect from it. If you discover a defect within that period that was not caused by use, we will find a suitable solution, in most cases a repair, replacement, or refund.

Frequently asked questions about warranty

What is the difference between the statutory warranty and the Signature Warranty?

The legal guarantee is a European right that applies to every purchase: your product must do what you can reasonably expect of it, for a period appropriate to the type of product. For rugs, this is a minimum of 2 years.

The Houseify Signature Guarantee is an additional promise we make on top of the statutory warranty, exclusively for our own Berber collection. It lasts 10 years and offers free replacement upon a valid claim. Both guarantees operate alongside each other.

Does the warranty also apply to the second owner?

The Signature Warranty is personal and applies to the original purchaser. The 10-year warranty lapses upon resale or gifting. The 2-year statutory warranty follows Dutch and European regulations and remains valid between the original purchaser and Houseify.

My rug sheds some lint in the first few weeks; is that a defect?

No, that is normal. New hand-knotted wool rugs shed loose fibers during the first 4 to 8 weeks. This decreases as you use the rug. Vacuum regularly and not too vigorously during this period. If the shedding continues significantly after 3 months, please contact us.

How do I maintain my rug so that the warranty remains valid?

Vacuum regularly with a standard vacuum, preferably without a rotating brush. Rotate the rug every 6 months to promote even wear. Avoid prolonged direct sunlight and use a suitable underlay to prevent slipping. For stains: dab with a clean white cloth, never rub. Professional cleaning by a specialized rug cleaner; do not wash in a washing machine.

My pet chewed on the rug, is that covered?

Unfortunately not. Damage caused by pets is not covered by the warranty. We understand that this is frustrating, but this exclusion is necessary to keep the warranty fair for everyone. For repairs, however, we can refer you to a specialized rug repairer.

My rug is discolored on one side, what now?

Discoloration caused by direct sunlight is natural wear and tear and is not covered by the warranty. To prevent this, you can turn the rug over every 6 months so that discoloration occurs evenly and is less noticeable. Are there other causes at play? Please email us with photos, and we will take a look.

How long will it take before I receive a replacement rug?

After reviewing and approving your claim, we aim to deliver a replacement rug within 2 to 4 weeks. If the specific rug is not immediately in stock, we will discuss a suitable alternative or a refund with you.

Does the Signature Warranty also apply to commercial use?

The Signature Warranty is intended for normal domestic use in a residential environment. For intensive commercial use, for example in a hotel, restaurant, or shop, only the statutory warranty of 2 years applies. If in doubt, please contact us for a tailored solution.

See also: Dispatch · Returns · Frequently Asked Questions