Last Updated: October 2026
Welcome to Premium Rugs. We are committed to transparency, customer satisfaction, and the protection of your personal information. These policies govern our showroom consultations, rug acquisitions, restoration workflows, and digital interactions.
1. Privacy Policy & POPIA Compliance
In accordance with South Africa’s Protection of Personal Information Act (POPIA), we respect your right to privacy and ensure your personal data is handled responsibly.
- Information We Collect: When you contact us via WhatsApp, phone, or email, we may collect your name, contact numbers, email address, delivery/residential address, and room specifications.
- Purpose of Collection: Your details are used strictly to provide price estimates, schedule private showroom visits, arrange in-home viewings, issue insurance appraisal certificates, and coordinate courier deliveries.
- Data Security & Third Parties: We do not sell, rent, or trade your personal information. Data is shared only with vetted third parties strictly necessary for fulfilling our service (such as insured door-to-door courier services).
- Your Rights: You have the right to request access to the personal data we hold or request its deletion at any time by contacting us at ufvania@gmail.com.
2. Inquiries, Consultations & In-Home Trials
- Consultation Model: We operate primarily via private consultations and direct WhatsApp interactions to provide high-resolution imagery, video walkthroughs, and provenance details before any purchase.
- In-Home Viewing & Trials: In-home trials across greater Durban and KwaZulu-Natal are arranged by prior appointment. Clients are responsible for ensuring a safe, clean space for carpet placement during viewings.
- Quotes & Invoices: Formal quotes and appraisal estimates remain valid for 14 calendar days from the date of issue.
3. Hand-Knotted Character & Authenticity
- Handmade Variance: Genuine Persian and nomadic rugs (such as Kashan, Nain, and Kilim weaves) are individually hand-knotted or hand-loomed from natural wool and silk. Minor variations in dye shading (abrash), knot symmetry, and subtle dimension variances are hallmarks of authentic artisanal weaving, not structural defects.
- Color Accuracy: While we take high-resolution photography under balanced lighting, colors may appear slightly different depending on display screen calibrations and the natural lighting of your room.
4. Returns & Exchanges (Consumer Protection Act)
- Physical Inspection & Approval: Because our clients evaluate pieces via private showroom visits or in-home trials prior to final payment, sales are concluded upon client inspection and satisfaction.
- Return Window: If a rug purchased remotely does not fit your room layout, you must notify us within 7 calendar days of delivery.
- Condition of Returned Items: Returned carpets must be in their original, unsoiled, and unaltered condition—free from pet odors, liquid spills, stains, or foot traffic damage.
- Custom & Commissioned Work: Sizing alterations, custom fringe repairs, and specialized fiber-defense treatments already applied are non-refundable.
- Courier Return Costs: Return transit costs for non-defective exchanges are the responsibility of the client, using an approved and insured courier service.
5. Cleaning & Master Repair Service Policies
- Pre-Service Assessment: Prior to immersion cleaning or restoration, rugs undergo an initial inspection to document pre-existing wear, moth damage, weakened foundation warps, or dry rot.
- Fragile & Antique Textiles: Extremely fragile antique pieces are cleaned and repaired using specialized low-stress techniques. We advise clients in advance if a piece cannot safely undergo standard immersion procedures.
- Storage & Collection: Once cleaning or repairs are completed, clients will be notified immediately for collection or delivery. Items unclaimed after 60 calendar days without communication may incur nominal storage fees.
6. Contact Information
For any questions regarding our terms, returns, or privacy procedures, please contact us:
- Address: 29 Trent Place, Westville, Durban, KwaZulu-Natal, 3629
- Phone / WhatsApp: +27 72 215 2526
- Email: ufvania@gmail.com