We want you to be completely happy with your handmade rug. Because many of our pieces are made-to-order or fully customized, our return policy works a little differently from standard retail products — please read below to understand your options.
Standard (Non-Customized) Rug Returns
If you purchased a rug from our existing catalog collections (not customized), you may request a return within 14 days of delivery, provided the rug is unused, undamaged, and in its original condition and packaging.
Custom & Made-to-Order Rugs
Because custom rugs are crafted specifically to your chosen size, color, material, and design pattern, they are generally non-returnable and non-refundable once production has begun. The only exceptions are cases of manufacturing defects or verified shipping damage. This will be clearly communicated and confirmed with you at the time of your design validation and order confirmation.
Damaged or Defective Items
If your rug arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery with clear photos of the issue, packaging images, and your order number. We will work with you on a replacement, repair, or full refund depending on the issue.
How to Start a Return
- 1 Contact our team via our contact page with your order number, invoice, and the reason for the return.
- 2 Our customer care team will review your request and confirm your return eligibility.
- 3 If approved, you'll receive return instructions, shipping labels, and the designated return warehouse address.
- 4 Once we receive, inspect, and verify the condition of the returned rug, your refund or replacement will be processed.
Refund Timeline
Approved refunds are typically processed within 10 business days after we receive and inspect the returned item at our facilities. Refunds are issued exclusively to the original payment method used during order booking.
Return Shipping Costs
Unless the return is due to a product defect or an error on our part, return shipping costs are the responsibility of the customer. For international orders, please note that any customs, tariffs, or import duties paid at the time of delivery are generally non-refundable.
Exchanges
If you'd like a different size, color, or design instead of a refund, please contact our team — we're happy to discuss exchange options, especially for non-customized collection rugs.
Questions About Returns?
If anything is unclear or you'd like to discuss a specific situation before ordering, reach out to our team — we're glad to walk you through it.