Return and Refund Policy

At Living Loom Rugs, customer satisfaction is at the heart of everything we do. We proudly stand behind the quality, craftsmanship, and authenticity of our rugs and aim to maintain clear, fair, and transparent policies for cancellations, returns, and refunds. This policy applies to customers within the United States. For locations outside the contiguous U.S., please refer to the section at the end of this policy.

Order Cancellation

Orders may be canceled within 12 hours of placement without penalty. After this period, cancellation cannot be guaranteed, as processing, production, or shipping may already be underway.

To request a cancellation within the eligible window, please contact us immediately via email.

30-Day Return Eligibility

We offer a 30-day return window starting from the date your rug is delivered. To qualify for a return:

  • The rug must be unused, unwashed, and undamaged

  • All original tags must be attached

  • The rug must be returned in its original packaging

  • Proof of purchase is required

All approved returns must reach our facility within 45 days of the original delivery date.

Non-Returnable & Final Sale Items

The following items are not eligible for return or refund:

  • Custom or made-to-order rugs

  • Oversized rugs (8 feet wide or larger)

  • Clearance or discounted rugs

  • Any item marked as “Final Sale”

Due to the handcrafted nature of our rugs, slight variations in color, texture, or dimensions are natural and are not considered defects.

How to Initiate a Return

To request a return, please contact our support team with your order details. Once your request is reviewed and approved, you will receive return instructions and a shipping label.

  • Returns must be shipped within 7 days of approval

  • Rugs sent without prior authorization will not be accepted

  • We do not offer free return pick-up services

Damaged or Incorrect Items

Every Living Loom Rugs piece is handcrafted, and minor natural marks may occur. However, if your rug arrives damaged or you receive an incorrect item, please notify us within 48 hours of delivery.

Include:

  • Your order number

  • Clear photos of the rug and packaging

After review, we will arrange a replacement or refund, subject to availability.

Non-Refundable Situations

Refunds or exchanges will not be issued for:

  • Color differences due to screen settings or lighting

  • Minor variations inherent to handmade rugs

  • Custom, made-to-order, oversized, or final sale items

  • Returns made without written approval

Restocking Fee

Returns that do not meet our standard eligibility criteria may be subject to a restocking fee of up to 25%, depending on the condition of the item. Each return is assessed individually.

Refund Processing

Once your returned rug is received and inspected, you will be notified of the approval status. Approved refunds are issued to the original payment method.

Please note:

  • Shipping charges are non-refundable

  • Banks and card issuers may take additional time to post the refund

Orders Outside the Contiguous United States

For orders shipped outside the contiguous U.S., including Alaska and Hawaii:

  • Free returns are not available

  • Customers are responsible for all return shipping costs

  • Shipping fees are non-refundable

Returns must be requested within 30 days of delivery, and items must remain unused, unwashed, and in original condition. Final sale, custom, and made-to-order rugs remain non-returnable.

If a replacement or reshipment is required, any applicable import duties or local taxes are the responsibility of the customer. Product and shipping costs are otherwise covered by Living Loom Rugs.

Need Assistance?

Our team is here to help with any questions regarding returns or refunds.

Email: livingloomrugs@gmail.com