Refund policy

We want you to feel confident when purchasing one of our rugs. As each piece is carefully crafted and made by hand, our return policy is designed to balance flexibility with the nature of artisanal production.

Returns for Ready-to-Ship Rugs

We accept returns on ready-to-ship rugs only within 14 days of delivery.

To be eligible for a return:

  • The rug must be unused and in the same condition in which it was received.

  • The rug must be returned in its original packaging.

  • Proof of purchase is required.

To initiate a return, please contact us at [email protected] within 14 days of receiving your order. Returns sent without prior authorization will not be accepted.

Please note that return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Custom-Made Rugs

All custom rugs are made specifically for you in your chosen size, color, and design.

For this reason, custom rugs are non-returnable and non-refundable, unless the rug arrives with a manufacturing defect or damage.

If there is an issue with your rug, please contact us within 48 hours of delivery and include photos so we can review the situation and resolve it as quickly as possible.

Purchases Through Our Online Store

Refunds and returns are only processed for purchases made through our official online store.

Orders placed through marketplaces, partners, social media, or third-party platforms are subject to the return and refund policies of those respective platforms.

Damages or Issues

Please inspect your order upon delivery. If your rug arrives damaged, defective, or incorrect, contact us immediately at [email protected] with photos of the issue so we can evaluate the situation and make it right.

Inspection and Alteration

If you believe there is an issue with your rug, please contact us within 24 hours of delivery and provide photos and videos so we can review the situation and advise on the next steps.

Rugs must not be cleaned, altered, repaired, or inspected by third parties without our prior authorization, as this may affect our ability to properly assess the product and may void eligibility for returns, replacements, or other resolutions.

Exchanges

If you wish to exchange a ready-to-ship rug, the fastest way to ensure you receive the desired item is to return the original rug (once the return is approved) and place a new order for the replacement item.

Refunds

Once your return is received and inspected, we will notify you if the refund has been approved.

If approved, the refund will be issued to your original payment method within 21 business days. Please note that banks or credit card providers may require additional time to process and post the refund.

If more than 35 business days have passed since your refund was approved and you have not received it, please contact us at [email protected]