Handmade by Hugh Mackay Carpets

Handmade by Hugh Mackay Policy & Disclaimer

This product is intended for residential use only.


Shading, also referred to as watermarking, roll crush, or reverse pile, can occur on all cut pile and cut/loop pile carpets, which is an inherent effect on the product regardless of fibre or quality. The cause is unknown, and the rate of incidence is unpredictable despite extensive industry research. Further, there is no method to make it occur or likewise a method of prevention, and therefore is not considered to be a manufacturing defect. As a result, claims will not be considered for this condition. Normal foot traffic and frequent, thorough vacuuming should improve this condition.

Yarn Differences

It is inherent with fine handmade, tufted, and woven carpets to have certain variances in the surface texture. As with all quality natural fibres, minor differences in yarn sizes are inevitable. These should not be construed as defects, but are inherent to the beauty of a fine handmade carpet.

For stria carpet, the yarn striation is part of the beauty of the design. Striation will vary from roll to roll, and will vary from the sales samples. Lines formed by the design are not a defect. All patterns are cut on pattern, to the closest repeat, over quantity ordered.


Shedding is a natural characteristic of all carpets. Loose bits of natural fibre may appear on the carpet surface and can be removed with gentle vacuuming. Improper maintenance, dragging objects, or overly aggressive vacuum methods can distort pile and cause excessive fuzzing.

Colour & Pattern

Depending on the pattern and colour, yarns produced from natural fibres may sometimes appear to streak in the surface of the carpet. Natural fibres must be allowed greater tolerance than those of synthetic yarns.

In handmade products, pattern, repeat and dimensions will inevitably vary. As such, exact pattern match at seams may sometimes not be possible. Side matching is achievable but can be challenging. Seams may require trimming, shearing, or colour balancing. These adjustments are not due to defects but are necessary steps to bring some installations to a professional conclusion. Your customer should be advised that seams will never be invisible.

Due to variations in dye lot, actual carpet colours may vary. If shade is critical we recommend that you order a CFA (cut for approval).

Colours designated as Natural are produced from blending various colour fibres and may create a random spotting effect, which is desirable in the look of all natural fibres.

Care & Installation of Handmade Carpets

Tencel is a natural fibre made from wood pulp. As such, Tencel is suited only for dry, indoor areas. It is inherently absorbent and should not be placed in areas that are damp or where spills are likely to occur (kitchens, bathrooms, basements, and porches).

Installing a Handmade Carpet

Caring for your Handmade Carpet

Give your carpet the normal protection from direct sunlight that you would give to any coloured fabric. Fading can also be caused by emissions from heating fuels or chemicals such as pesticides, household cleaning agents, and other household items.

Suction-only vacuuming is required on these goods to prevent pulls and snags.

Warrantys & Claims

Contact Us

If you are a Retailer and have any issues with the Handmade by Hugh Mackay range, please contact our Customer Service team by calling 01429 892555.

If you are an end user and you suspect an issue with your Handmade by Hugh Mackay carpet, please contact your Retailer who will then log any issues with ourselves.