Terms and Conditions

Warranty

Halcyon Lake will provide a 2-year warranty on all domestic rugs and a 1-year warranty on all commercial rug applications. The warranty is applied from the date of original purchase against faulty materials or workmanship, provided that the rug is maintained according to our care and cleaning instructions. Our rugs will retain quality appearance for years if maintained correctly.

Halcyon Lake will provide a 5-year warranty on all domestic carpet installations and a 2-year warranty on all commercial carpet applications. The warranty is applied from the date of original delivered and installation by our contracted carpet installers against faulty materials or workmanship provided that the carpet is maintained correctly according to our care and cleaning instructions.

Payment Terms

All Halcyon Lake orders require a 50% non-refundable deposit to proceed with the order. No product will be ordered until the deposit is paid and Halcyon Lake will not be held responsible for project delays due to late payment.

The balance payment is required prior to delivery or collection of any rug order. For carpet installation, balance payment is required within 10 business days of completion of the installation. Depending on the size of the project, Halcyon lake reserves the right to part-invoice for the goods or services prior to completion.

By confirming an order by deposit, the customer accepts these terms and conditions.

Lead Times

Halcyon Lake endeavors to provide the most accurate lead times at time of order. Note these do not include factory holiday shutdowns, industrial action, public holidays or causes that are reasonably beyond our control.

  • Hand-woven and hand-tufted rugs take approximately 8 weeks from deposit
  • Hand-knotted rugs take approximately 16–20 weeks from deposit
  • Wall-to-wall carpet takes approximately 12–14 weeks from deposit

Please allow an additional 4–8 weeks for custom colour development.

Size Tolerances

For all hand-made rugs, the size tolerance can vary either +/- approximately 2% for width and 4% for length.

If you have a specific minimum or maximum size your rug, please advise us and we can communicate this to our mills for production.

Colour

We offer an extensive range of custom-coloured rugs and carpets and are happy to work with you to supply custom colour-ways as requested. We make sample pieces for approval and once the order is confirmed, we return these samples to the manufacturer for colour-matching during production.

Custom carpet samples can take up to 4 weeks for production and delivery while hand-knotted and hand-woven rug samples can take up to 8 weeks.

Please note that our standard colour tolerance is 1.5% of the original sample or 3% if the rug or carpet is made using a heathered yarn.

We do not recommend confirming an order based on an image of the rug colour only as images and monitor colour vary greatly. The physical sample must be approved and colour numbers confirmed against both the sample and invoice or quote. By paying the deposit you are committing to the colour as detailed on your invoice or quote.

Shading

Shading, or “water-marking”, is a natural occurrence in rugs and carpets with a pile. This is not a fault with the product or any grounds for complaint.

Carpet Installation

We are happy to quote your carpet installation based on your requirements but require an onsite check measure before an order can proceed. This check measure will decide the best method of installation, confirm any join locations and may result in additional carpet supply at an increased cost.

We require 3 weeks’ notice to book in the carpet installation on your required date and expect that installation will be carried out during normal business hours with a worksite free of other trades. The floors are to be clean, smooth and level and in a suitable condition for the specified floor covering to be installed. If the floors do not meet our installer’s requirements, the project will be rescheduled and a daily cancellation fee will be charged.

Storage

Halcyon Lake is happy to warehouse any rugs or carpet on order for 6 months from their arrival date as a complimentary service. After this time, a small storage fee will be charged for this service, which is calculated based on a percentage of the value of the goods.

Privacy

We are committed to ensuring the privacy and security of your personal information.