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Product Warranty Policy

At Fibrica, we work with deep respect for artisanal tradition and excellence in every piece. All our products are 100% handmade in Colombia, using carefully selected natural fibers and a rigorous technical process that honors the textile craft. For this reason, each rug is unique and may present minimal variations in measurements, finishes, or texture, which are not considered defects, but natural characteristics of artisanal work.

Natural Variations in Craftsmanship

Due to the handmade nature of our processes, some products—especially rugs—may present variations of up to 3 cm in length. This behavior is inherent to the use of natural fibers and artisanal techniques and does not compromise the quality or functionality of the piece.

Warranty Coverage

Our products come with a one (1) year warranty from the date of delivery. This warranty exclusively covers manufacturing defects related to the weave, such as internal breakages or structural failures arising during the production process.

Cases Not Covered by the Warranty

  • Damage caused by dragging heavy objects across the rug surface, which may result in irreversible marks or tears.

  • Stains caused by liquids (beverages, pet urine, pet scratches, etc.), as natural fibers behave like any other textile and absorb fluids.

  • Stains from mud, dust, dirt, or accumulation from normal use and foot traffic.

  • Folded corners or deformations caused by storage, handling, or improper installation.

  • Fiber tearing due to excessive friction or misuse.

  • Damage caused by moving the rug within or outside the installed space, including vertical transport such as elevators, stairs, or façade maneuvers.

  • Incorrect handling, improper installation, or external interventions after product delivery.

  • Discoloration or fading caused by prolonged exposure to direct sunlight, as all fibers can react sensitively to extreme environmental conditions.

Conditions for Reporting a Warranty Claim

If a product presents a manufacturing-related issue, the customer must:

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  1. Notify Fibrica within 15 calendar days from the date of delivery.

  2. Send an email to info@fibrica.com.co describing the issue and including visual evidence (photos and/or video) that allows evaluation of the product’s condition.​

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Our team will review the claim according to the timelines established by current legislation and provide an official response indicating whether the warranty applies, along with the corresponding explanation.

Shipping and Damage During Transport

All our shipments—national or international—are insured. If the customer receives a package with signs of damage to the packaging, they must:

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  1. Notify Fibrica immediately.

  2. Verify the condition of the product and record evidence. 

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If damage is confirmed, the corresponding claim process will be activated.

Product Replacement

If the warranty is approved and a full replacement is required:

  • The production time will be equivalent to that of a new order, as each piece is made to order.

  • The original piece must be returned to Fibrica before the replacement product is delivered.

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At Fibrica, we value the trust you place in our work. We are committed to responding responsibly and transparently at every stage of our process, from production to after-sales service.

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