OW Sphinx (Oriental Weavers) WarrantyLimited Residential Wear Warranty
Oriental Weavers Sphinx Division warrants to the dealer that it's rugs will not wear more than 10% of its pile fiber for a one (1) year period of time from the date of delivery to the consumer.
Wear is described as abrasive wear only (loss of pile fiber). This warranty does not cover burns, tears, cuts or other damage due to improper use, or to the application of improper cleaning agents or maintenance methods. It does not cover appearance retention from matting and /or crushing due to heavy wear. Wear by definition does not include matting and crushing of face pile.
Stain Resistance Warranty
The company is confident that all our synthetic rugs are highly resistant to staining and will perform extremely well in normal to heavy use and last for years to come with proper care. Polypropylene is solution dyed and therefore inherently stain resistant and features very low moisture absorbency. Most spills and common stains can be quickly and easily removed by ordinary cleaning methods with no damage to the pile yarns. Oriental Weavers recommends professional cleaning if at all possible.
Wool is a natural and more porous fiber and therefore more easily stained. Please refer to the label for cleaning instructions. New wool rugs have a tendency towards shedding or "pilling". This is not at a manufacturing defect but a normal occurrence after the shearing process of wool fibers. The "shedding" will lessen with regular vacuuming but may possibly continue with rugs positioned in high traffic area and subject to "abnormal" use.
Oriental Weavers Sphinx Division carries no specific warranty or guarantees other than stated herein, whether written or implied on any of our rugs.
Claims & Returns Policy
All Oriental Weavers Sphinx rugs are expected to be in excellent condition upon delivery from the mill. However, if you or your customer receives a rug that is not in excellent condition you should contact your designated Oriental Weavers, Sphinx Sales Agent prior to receiving a Return Authorization from our Claims Department.
All claims must be filed within 30 days of receipt of rug. Claims for defective or damaged rugs are subject to inspection by the designated OW Sphinx Sales Agent in your territory in addition to inspection by our Quality Control Department.
RETURNS WILL NOT BE ACCEPTED WITHOUT A RETURN AUTHORIZATION
Goods that are returned without a return authorization will be refused. OW Sphinx division will inspect the defect/damage specified by the customer, if the claim is deemed legitimate, the customer will be issued a credit. If the rug passes inspection or no damage is found, the invoice will not be credited. The rug will be returned to the customer and the customer will be charged a Minimum Restocking Fee of $25.00 or a Maximum Restocking Fee of 25% plus the freight both inbound and outbound.
Complaints will be handled on a case-by case basis. Rugs received by the customer in unacceptable condition can be returned to OW after a Return Authorization is received. OW will inspect the rugs upon their return and credit will be issued only after inspection.
OW will inspect goods returned for manufacturing defects upon return in addition to primary inspection by the designated OW Sphinx Sales Agent. Goods that are returned without a return authorization will be refused at the dock. Oriental Weavers Sphinx division Quality Control Department will inspect the specific defect noted by the customer. If the defect is deemed legitimate, the customer will be issued a credit in a timely fashion. If the rug passes inspection or no defect is found a Minimum Restocking Fee of $25.00 or a Maximum Restocking Fee of 25% plus the freight both inbound and outbound will be deducted from the credit.
Fringe & Serge
Returns for fringe and/or surging problems will be dealt with in accordance to the guidelines set above in the "Manufacturing defects" section.
Design Alignment / Pattern Effects In the design of Oriental Weavers rugs, the greatest care is taken to insure accurate reproduction of traditional handmade rugs and is so manufactured accordingly. Many patterns will not be exact and perfectly aligned as to dimensions of the actual rug and some designs may appear to be off-center or misaligned. These patterns are designed this way intentionally. All of Oriental Weavers' rugs are manufactured to exacting specifications and each pattern is reproduced to these specifications each time they are woven. The variation does not constitute a manufacturing defect and therefore does not qualify as a defect in any case. The "Striations" in the rugs are part of the side-woven design and representative of the "Abrash" look normally found in handmade rugs. This is not a design defect.
Return Condition and Packaging Oriental Weavers expects customers to take proper care in packaging for the return of a rug. The rug should be wrapped and secured in a plastic or other sturdy material, taped or tied and with the intent for the rug to reach the destination in the condition that it left the customer. The issued UPS label MUST ACCOMPANY THE rug with the RA number on it. Any rug returned without the proper label and RA number will not be accepted.
Oriental Weavers takes the greatest care to insure a smooth and efficient customer service process from order entry through to the delivery of each rug. Our customer service department is second to none and is always happy to assist our customers in any way humanly possible. However, if an error does occur we will do our best to remedy the situation promptly and accurately.
If you feel that an error has occurred on your order by Oriental Weavers Sphinx Division, please contact the designated sales agent in your territory. If, after researching, an error has occurred on the part of Oriental Weavers Sphinx Division will issue a credit accordingly.
Invoices with shipping errors due to error on the part of Oriental Weavers Sphinx Division will be credited accordingly. Routing instructions must be registered in writing with Oriental Weavers Sphinx shipping department. Claims on shipping errors will not be credited if shipping guidelines are not on file.
If you feel that an error has been made with regards to pricing, please contact the designated sales representatives in your area. Invoices with pricing errors due to error on the part of Oriental Weavers Sphinx Division will be credited accordingly.
OW freight terms are F.O.B. Mill; therefore, all claims due to damages or shortages on "Collect" shipments must be filed with the carrier by the customer. The OW invoice should be paid in full.
All claims for damages or shortages on "Prepaid" shipments are filed with the carrier by OW. OW will issue a credit for the shortage or damaged goods. The customer may deduct the amount of the rugs plus associated freight from the invoice when paying.