Warranty conditions
Every rug comes with a standard 12 months manufacturer’s warranty, unless stated otherwise with the product. On this page you’ll find the general warranty conditions and an overview of the warranty conditions per material type. For all provisions around ordering, paying and delivery, read our terms and conditions.
What are my warranty conditions?
We want you to know exactly where you stand. That’s why you’ll find a clear overview of the warranty conditions below. Still not sure, or do you have a specific question? Let us know. Our customer service is ready for you and is happy to help you personally.
Means you are eligible for warranty.
Indicates the situation usually falls outside the warranty. No worries — even then we’re happy to think along with you to reach a fitting solution.
Covered by warranty
- Extreme wear under normal use
For example bald patches or fibre breakdown without traces of external damage. - Folds or creases still visible after four weeks
When the rug does not recover by itself after normal use.
Not covered
- Waves or bumps right after unrolling
Many rugs simply need some time to lie flat. - Damage through incorrect use
For example aggressive cleaning agents, excessive water or scrubbing with hard brushes. - Traces of rotating vacuum cleaner brushes
Some materials, such as wool, high pile, jute and viscose, are sensitive to this. - Damage caused by pets
Think of scratch marks, urine stains or other behaviour that affects the rug. - Self-inflicted damage
Such as burn marks, cutting damage or stains from spilled liquids. - Normal wear
Light pilling, pressure marks from furniture or discolouration through sunlight fall under this. - Damage through moisture or mould
Unless there is a production fault, damage through moisture (such as leaks or insufficient ventilation) falls outside the warranty. - Damage to the floor
Volero is not liable for damage to floors, such as discolouration or damage through contact with poured floors, decking, concrete, PVC, laminate or wood — also not when underfloor heating is used. - Damage through removing the label
Tearing off the label can pull fibres loose or cause permanent damage. - Smells
A light smell of new materials or natural fibres is normal and usually disappears by itself within a few weeks.
Warranty conditions per material type
Every material has its own characteristics and matching care advice. To make it easy for you, we’ve set out the warranty conditions per material type clearly below. Some materials, such as wool or cotton, need a little extra care. No worries — that’s been taken into account too. Additional conditions can be read with the product information of the rug.
Within warranty
- Excessive pilling that creates holes
When the rug pills to the point that the backing becomes visible. - Felting
In case of severe or irreparable felting within six months, under normal use and care. - Loose fibres in large quantities
When this structurally affects the rug. - Irreparable deformations under normal use
Such as permanent waves or pulling out of shape without an external cause. - Yarn breakage between the strands
When yarn comes loose or breaks under normal use.
Not covered
- Small irregularities in size, symmetry or loop formation
Wool is a natural product, so slight variations can occur. - Curling edges through low humidity
This can often be resolved by lightly spraying the rug and letting it acclimatise properly. - Normal pilling in the first months
Pilling is a known and temporary characteristic of new wool rugs. - Smell or smell absorption
A light smell of wool or the absorption of smells from the surroundings comes with the material. - Twigs or bits of straw in the rug
These natural remnants can occur in hand-woven wool rugs and are not a defect.
Within warranty
- Breaking or loosening of fibres, creating holes
Provided an anti-slip underlay has been used. - Unexplained discolouration without exposure to sunlight or moisture
When discolouration occurs without external influences. - Irreparable deformations under normal use
For example permanent waves or deformation without a clear cause. - Mould formation or strong smell right after opening
When the rug already shows traces of mould or a penetrating smell on delivery.
Not covered
- Loose or protruding fibres during use
Jute can lose fibres during use or have a slightly irregular surface. - Use outdoors
Jute is not suitable for outdoor use. - Use in damp rooms
Such as bathrooms or conservatories, where the material can wear or deform faster. - Small deviations in size, shape or weave pattern
Light irregularities are part of the character of hand-woven natural products. - Rough structure of the material
Jute naturally feels sturdy and coarse. This is not a defect. - Gradual discolouration through sunlight or moisture
Discolouration through exposure to light or moisture falls outside the warranty. - Damage, felting or loosening of fibres without an anti-slip underlay
An anti-slip underlay is essential for the lifespan of jute rugs.
Within warranty
- Extreme discolouration or colour running without exposure to sunlight or moisture
When the rug discolours without a clear external cause. - Excessive fibre breakdown creating bald patches
Under normal use and care. - Strong fraying of the edges under normal use
When the edges come loose or tear without intensive or incorrect use.
Not covered
- Change in sheen or colour through walking direction
Viscose naturally has a light sheen that differs per viewing direction. - Use of water or unsuitable cleaning agents
Viscose is highly sensitive to moisture and asks for specialist care. - Damage through shoes worn indoors
Friction can break fibres or affect the surface. - Use without an anti-slip underlay
An anti-slip underlay is essential to prevent shifting and damage to the fibres.
Within warranty
- Fibre breakage creating holes
When the backing of the rug becomes visible under normal use. - Colour loss without exposure to sunlight or moisture
In case of sudden colour running without external influences.
Not covered
- Loop formation through friction
Friction can pull loops upwards or cause deformations. - Deviations in size, shape or small weaving faults
With hand-woven cotton rugs slight deviations are normal. - Yarn breakage through shoes, hooks or sharp furniture
Mechanical damage falls outside the warranty. - Wear through intensive use
Such as thin patches on walking routes or through frequently moving furniture. - Absorption of smell
Cotton can absorb smells from its surroundings. - Use without an anti-slip underlay
An anti-slip underlay is essential to prevent shifting and damage to the fibres.
Within warranty
- Strong deformation or shrinkage after washing according to instructions
When the rug clearly deforms despite correct washing. - Loosening anti-slip layer under normal use within one year
The anti-slip layer should stay firmly in place under regular use. - Noticeable colour loss within six months
Provided there is no exposure to sunlight or aggressive cleaning agents. - Deviations in shape or size
When these are larger than the normal production tolerance.
Not covered
- Creasing after washing
This is normal and can be resolved with light ironing or steaming. - Pilling under normal use
Light pilling is common with textile rugs.
Within warranty
- Bald patches through fibre loss within one year
When the surface visibly wears despite normal use. - Deformation or extreme shrinkage without exposure to moisture or heat
If the rug loses its shape without a clear external cause. - Extreme fraying of the edges under normal use
When the finish comes loose or tears. - Irreparable deformations within six months
Without the influence of footwear or other straining factors. - Extreme felting within six months under normal use
When the structure of the rug changes permanently as a result. - Strong, persistent smell
If a penetrating smell is still present after three months of airing.
Not covered
- Pressure marks from furniture
Imprints of tables, chairs or sofas are normal with long-term use. - Maximum shrinkage of 3% on receipt
Slight deviations in size fall within the production tolerance. - Waves or bumps through packaging
These often disappear by themselves after some time unrolled. - Long fibres that are difficult to clean
For example with high-pile rugs, where dirt is harder to remove. - Pilling and static electricity
Both are characteristic of synthetic materials and harmless. - Deformations through rubber slippers within six months
Rubber soles can cause friction that affects the structure.
Within warranty
- Rapid discolouration while the rug lies in the shade
When the rug discolours within a short time without direct exposure to sunlight. - Flaking or dissolving of the surface or backing within one year
Under normal outdoor use and without aggressive cleaning.
Not covered
- Normal discolouration through sunlight
UV light can cause colour fading over time. - Not stored away in the autumn or winter months
Long-term exposure to cold and moisture can speed up wear. - Wear through weather influences or cleaning machines
Use of a pressure washer, for example, falls outside the warranty. - Curling edges through temperature fluctuations
Materials can react to warmth and cold. - Mould formation through storage in a damp place
It’s important to store the rug dry in the wet months.
Within warranty
- Loosening of the anti-slip layer within twelve months
Under normal use on a suitable surface. - Wrong size delivered
When the format differs from what was ordered. - Shrinkage after washing according to the care instructions
If the underlay becomes smaller despite correct care.
Not covered
- Discolouration of the floor
Contact with wood, laminate, PVC, poured floors or natural stone can cause discolouration. - Wear through intensive use
Long-term pressure or sliding can affect the material. - Damage or curling edges through an underlay that is too small
A fitting format is essential for proper functioning and protection.
Noticed something within 30 days?
Do you have a question, or did something catch your eye within 30 days of receipt? Then take a look at our returns page to see which steps you can follow. Or get in touch with our customer service — we’re happy to help.
Making a warranty claim
Send an email to klantenservice@volero.nl and attach clear photos of the situation. That way we can help you quickly and carefully.
