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Carpet & Tiles Warranties

Our carpet comes with guarantees that cannot be excluded under Australian Consumer Law – Schedule 2 of the
Competition and Consumer Act (CCA). You are entitled to a replacement or refund for a major failure and
compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the carpet repaired or replaced if the carpet fails to be of acceptable quality, even if it
does not qualify as a major failure determined by Access International Distributors Pty Ltd.

If any part of your carpet fails to perform in accordance with a warranty applicable to the carpet, Access
International Distributors Pty Ltd may offer:

  • To repair;
  • To replace;
  • Refund; or
  • An allowance / credit equal to the cost of the carpet material only (no associated labour costs) in the
    affected area

The credit will apply only to a new carpet of the same or comparable quality carpet manufactured by Access
International Distributors Pty Ltd.

The warranties are only applicable in Australia and New Zealand.

The warranties are only applied to the following:

  • The original purchaser of carpet, who is the owner-occupier of a residential single-family home;
  • First-grade carpet purchased as determined by Access International Distributors Pty Ltd;
  • Installers inspected carpet for defects prior to cutting and installation of carpet;
  • Carpet MUST be installed over new underlay in accordance with standards AS/NZS 2455.1

*Warranties cannot be transferred and will cease to apply if home becomes a rental property or occupied by an
additional owner/family*

Exclusions from Warranty

Warranties will not be honoured under the following conditions:

  • Any visible defects or incorrect carpet product/colour reported by the Installer/Retailer after carpet
    cutting and installation to Access International Distributors Pty Ltd;
  • Installed carpet is laid in areas not recommended by the Carpet Rating Index, if applicable;
  • Carpet is installed in a tenanted residential home or apartment;
  • Carpet is installed in a non-residential or commercial property;
  • Carpet is installed without or over old underlay, or on old carpet;
  • Damage caused because of DIY or incorrect installation including but not limited to seams, peaking,
    wrinkling etc;
  • Carpet is installed in outdoor areas, on stairs (unless stair rated), bathrooms, kitchens, laundries, or in
    areas subject to other than normal foot traffic;
  • Carpet is damaged by cause of pulls, tears, pilling, pets, burns, smoke, machinery, spiked shoes, skates,
    watermarking, inadequate cushion, improper use, or lack of protection under furniture;
  • Damage to the carpet caused by negligence, improper cleaning maintenance, or improper cleaning
    agents;
  • Carpet damaged caused by flooding, wetting, the presence of excessive moisture, or natural disaster;
    • Carpet discolouration caused by atmospheric or chemical influences such as: sunlight;
    • Damage or problems to the carpet due to poor ventilation, or the appearance of vacuum cleaner marks
      and footprints;
    • Carpet staining due to strong food dyes and colour changing chemicals including but not limited to vomit,
      faeces, acid, oil, wax, dyes, bleaches, lipstick, shoe polish, paints, grease, rust etc, and maintenance failure

*PLEASE NOTE: that inherit characteristics of carpet such as: shadowing, shading, pile reversal or footprints are
usual, and are not valid under warranty*

Warranty Claims

If you believe your carpet is failing to perform to the warranty standards detailed above, please contact the
original Retailer the carpet was purchased from.

Please ensure you have the following documentation on hand to support your claim:

  • Proof of purchase of carpet;
  • Photos/images of the carpet failure;
  • Proof of professional cleaning every 6-12 months is required;
  • Detailed explanation of the carpet failure, to include fault, location in property, how long fault has been there, any other relevant information in regard to the claim

Once a claim has been received by Access International Distributors Pty Ltd, please allow up to 14 business days for
claim to be reviewed.

All correspondence regarding a claim will be between Access international Distributors Pty Ltd and the Retailer
lodging your claim.