Return Eligibility

  • Manufacturing defects only. Returns are accepted only for verifiable production defects.
  • Request within 48 hours of receipt. Contact us within 48 hours of delivery with photographs.
  • Unused, unwashed, unsoiled condition. The rug must be in the condition it was delivered.
  • Original packing and tags intact.

Non-Returnable Items

  • Custom and made-to-order rugs are non-returnable except for verified manufacturing defects covered under our warranty.
  • Promotional or clearance sale items are sold as final.

Return Process

  1. Submit high-quality images of the defect from multiple angles within 48 hours.
  2. Once approved, we coordinate a free pickup. Buyer covers return shipping costs only if the return is not due to a manufacturing defect.
  3. Replacement is offered for the same design first. Different designs may be considered in exceptional cases, subject to stock availability.
  4. Refunds are processed within 48 hours after our team has inspected the returned rug.

Refund Details

  • Administrative deduction. A 5% administrative deduction applies on standard returns.
  • Cancelled orders (post-production). Once production has started, cancelled orders receive a 50% refund.
  • Stain coatings. Optional stain repellent treatment is non-refundable and non-transferable.

How to Initiate a Refund

Contact us within 48 hours of receiving your order:

Note on warranty vs. refund: If your rug has a defect outside the 48-hour return window, please refer to our Rug Warranty, which covers structural, colour, size and pattern defects for up to 25 years on hand-knotted rugs and up to 10 years on hand-tufted and dhurrie rugs.