Refund policy

At Living Loom Rugs, we take pride in the quality, craftsmanship, and thoughtful design of every rug we offer. We want you to shop with confidence, knowing exactly what to expect if you need to cancel an order, request a return, or report a problem with your purchase.

This Return & Refund Policy outlines our cancellation terms, return eligibility, refund procedures, and important exceptions.

The policy applies to qualifying purchases made directly through www.livingloomrugs.com, including orders delivered within the United States and supported international destinations.

Please review this policy before completing your purchase, particularly when ordering custom-size, oversized, made-to-order, or Final Sale rugs.

1. Order Cancellation Policy

We understand that plans can change after an order is placed.

Cancellation Within 12 Hours

You may request to cancel your order within 12 hours of placing it, without a cancellation penalty.

To request cancellation, contact our customer support team with your order number.

Cancellation requests are assessed according to when they are received, rather than when our team responds.

For an eligible cancellation within this period, we will issue a full refund to the original payment method.

Cancellation After 12 Hours

After the initial 12-hour period, cancellation cannot be guaranteed.

Depending on the rug type, production, customization, material preparation, quality inspection, or shipping arrangements may already have started.

Requests submitted after this period will be reviewed individually based on the order's fulfillment status.

If we can accommodate the cancellation, we will confirm the applicable refund arrangement before proceeding.

Orders that have already been dispatched generally cannot be canceled through the standard cancellation process. Eligible delivered items may instead be considered for return under the terms below.

Cancellation Due to Shipping Delays

Our standard cancellation window does not limit rights provided by applicable law.

If we cannot dispatch an order within the timeframe promised at purchase, we will provide the required delay notification, revised shipping information, and cancellation or refund options in accordance with applicable consumer-protection laws.

Where cancellation and a full refund are legally required, these rights apply regardless of an item's normal return restrictions.

For production and delivery estimates, please refer to our Shipping & Delivery Policy.

2. Our 30-Day Return Policy

We offer a 30-day return window on eligible rugs, beginning on the date of confirmed delivery.

To request a standard return, please contact us within 30 calendar days after your order is delivered.

Return Eligibility Requirements

For a change-of-mind return to qualify, the rug must:

• Be a product eligible for standard returns under this policy.
• Be unused, unwashed, clean, and free from damage.
• Be free from stains, odors, pet hair, excessive dust, and signs of use.
• Have all original tags or labels attached, where originally provided.
• Be returned in its original packaging or equally protective packaging suitable for safe transportation.
• Be accompanied by a valid order number, receipt, or other acceptable proof of purchase.

Customers may carefully unroll a rug indoors to inspect its color, pattern, material, and dimensions. However, rugs that have been installed, used as floor coverings, washed, altered, or otherwise placed into regular use are not eligible for ordinary change-of-mind returns.

All returns are subject to inspection upon arrival.

Important: The 30-day return window applies only to eligible items. Some products are excluded from change-of-mind returns, as explained in Section 3.

3. Non-Returnable & Final Sale Items

Because certain rugs require individual production, customization, or special handling, the following items are not eligible for standard change-of-mind returns:

Custom-Size & Personalized Rugs

Rugs produced according to customer-requested dimensions, personalized specifications, or approved custom designs are non-returnable once fulfilled as ordered.

Designated Made-to-Order Rugs

Rugs expressly identified as Made to Order — Final Sale or otherwise clearly identified as non-returnable before purchase are not eligible for ordinary change-of-mind returns.

A rug's preparation or dispatch time alone does not automatically determine its return eligibility. Any applicable made-to-order return restriction must be disclosed before purchase.

Oversized Rugs

Rugs measuring 8 feet wide or larger are not eligible for standard change-of-mind returns.

For rectangular and runner rugs, width refers to the shorter listed dimension. For round, square, oval, and irregular rugs, the applicable width or diameter is determined by the product's stated dimensions.

For example, an 8' × 10' rug is considered oversized under this policy, while a standard 5' × 8' rug is not excluded solely because of its dimensions.

Clearance & Final Sale Products

Products purchased from a clearance offer or explicitly marked Final Sale at the time of purchase are not eligible for change-of-mind returns.

A regular promotional discount, sale price, or coupon does not automatically make an otherwise eligible rug Final Sale unless the restriction was clearly disclosed before purchase.

Used, Washed, Altered, or Customer-Damaged Products

Rugs that have been washed, modified, improperly cleaned, damaged through customer handling, or used beyond reasonable inspection are not eligible for standard change-of-mind returns.

These exclusions do not remove applicable rights or remedies for products that arrive damaged, defective, materially misrepresented, incorrectly supplied, or otherwise fail to meet applicable legal requirements.

4. How to Request a Return

To begin a return, contact our customer support team at:

support@livingloomrugs.com

Please include:

• Your full name.
• Your order number.
• The rug name and size.
• The reason for your return.
• Clear photographs showing the rug's condition, if requested.

Return Authorization

Our team will review your request and confirm eligibility.

If approved, you will receive return authorization and instructions explaining:

• The designated return address.
• Packaging requirements.
• Available return shipping arrangements.
• Any applicable return shipping costs.
• The required return shipment deadline.

Please do not ship a rug to our business or production address without receiving the correct return instructions.

Unauthorized returns may be delayed or may need to be redirected at additional expense, subject to applicable legal rights.

Return Shipment Deadline

Once a standard return has been authorized, the item must generally be handed over to the return carrier within 7 calendar days of the authorization, unless a different deadline is confirmed in writing.

We recommend using a tracked and appropriately insured delivery service and retaining proof of shipment.

If you need additional time because of carrier availability or other circumstances, contact us before the deadline to request an extension.

5. Return Shipping Costs

Change-of-Mind Returns

For eligible returns requested because of personal preference, such as a change of mind, design preference, or size selection:

• Return shipping costs are the customer's responsibility.
• Complimentary outbound shipping does not include complimentary return shipping.
• We do not offer free return pickup for change-of-mind returns.
• Customers may be asked to arrange their own tracked return shipment using the approved return address.

Depending on the product and destination, our designated return facility may be located outside the customer's country. International return transportation can be more expensive and may require customs documentation.

We will provide the authorized return destination and available shipping instructions before the item is sent.

If we offer to arrange a prepaid return label at the customer's expense, its cost will be disclosed and agreed upon before issuance. Any agreed deduction will be identified in the refund summary.

No undisclosed return shipping or processing fee will be deducted from an approved refund.

Damaged, Defective, or Incorrect Items

Where a product is confirmed to have arrived damaged, defective, or incorrectly supplied due to our error or fulfillment process, Living Loom Rugs will cover reasonable return shipping costs where a return is required.

Our team will provide the appropriate instructions. Please do not purchase an expensive return label independently without our authorization unless necessary to exercise an applicable legal right.

6. Damaged, Defective, or Incorrect Orders

Every rug is inspected and carefully packaged before dispatch. However, if something is wrong with your order, we want to resolve it fairly and promptly.

If Your Rug Arrives Damaged or Incorrect

Please contact us as soon as possible, preferably within 48 hours of delivery, and provide:

• Your order number.
• A description of the issue.
• Clear photographs of the rug.
• Photographs of the packaging and shipping label, where relevant.

We may request additional reasonable information to investigate the claim.

The 48-hour period is a recommended reporting timeframe that helps us investigate transportation damage. It is not an automatic cutoff for legally valid claims.

Available Resolutions

After reviewing and verifying the issue, we will offer an appropriate resolution consistent with applicable law and the circumstances of the order.

This may include:

• A replacement of the affected rug, where available.
• A refund to the original payment method.
• Another mutually agreed solution, where legally permissible.

For qualifying claims arising from our error or a product defect, customers will not be required to pay additional standard shipping charges to receive the agreed remedy.

If the original rug must be returned, we will provide suitable return instructions and arrange or cover reasonable authorized return transportation.

Where a replacement is unavailable or cannot be supplied within a legally permissible timeframe, an applicable refund remedy will remain available.

These protections apply to all product categories, including custom-size, made-to-order, oversized, discounted, and Final Sale rugs, to the extent required by applicable law.

7. Handmade Rug Characteristics & Color Variations

Our hand-tufted wool rugs are produced through a process involving skilled craftsmanship, finishing, and individual inspection.

As a result, minor variations may occur between rugs or between a finished rug and its online presentation.

Normal variations can include:

• Slight differences in texture, pile direction, or surface appearance.
• Minor variations in carving, hand-finishing, or pattern placement.
• Small differences in color resulting from lighting conditions or screen calibration.
• Reasonable dimensional variations associated with production and finishing.
• Initial loose fibers or light shedding consistent with the construction of a new wool rug.

Our printed machine washable rugs may also show minor visual differences caused by printing, material characteristics, or lighting.

These natural or minor variations are not automatically considered manufacturing defects.

However, a rug that materially differs from its description, advertised specifications, or approved custom requirements may still qualify for review and an appropriate remedy.

This section does not exclude genuine manufacturing defects, incorrect products, or other rights available under applicable law.

8. Restocking Fees

We do not charge a restocking fee on approved, eligible standard change-of-mind returns.

Customers remain responsible for applicable return shipping costs as explained in Section 5.

Rugs returned in a materially used, altered, or damaged condition that does not meet the stated eligibility requirements may be refused as standard change-of-mind returns.

If a return fails inspection, we will explain the reason and discuss available next steps, including any customer-paid return shipment of the item back to the purchaser, where appropriate.

We will not impose an undisclosed discretionary percentage-based restocking penalty.

9. Refund Amount & Processing

Refunds for Eligible Standard Returns

Once an authorized return has been received and inspected, we will notify you of the outcome.

For an approved change-of-mind return, the refund will generally equal the amount actually paid for the returned item, including applicable refundable taxes, less any previously disclosed and agreed return shipping charge.

Original expedited shipping charges, if separately purchased, are generally non-refundable for a change-of-mind return, except where required by law.

There is no deduction for complimentary standard outbound shipping.

Refund Processing Time

We aim to process approved standard-return refunds within 10 business days after the returned item is received and inspected, or sooner where applicable law requires.

Refunds will be issued to the original payment method unless otherwise required by law or mutually agreed where legally permitted.

Your bank, payment provider, or card issuer may require additional time to make the refunded amount visible in your account.

Canceled or Unfulfilled Orders

For qualifying cancellations of unshipped or unfulfilled orders, refunds will be initiated promptly and within any applicable legally required deadline.

Legally required full refunds will not be reduced by cancellation penalties, restocking fees, or unearned shipping charges.

Partial Refunds

A partial refund may be offered as a voluntary resolution in appropriate circumstances, but any customer agreement and amount will be confirmed before it is processed.

We will not substitute store credit or a partial refund where applicable law requires a full refund to the original payment method or another legally prescribed remedy.

10. Exchanges

We understand that a different size, shape, color, or design may be better suited to your space.

Direct exchanges are not guaranteed and depend on product availability, eligibility, and production requirements.

For eligible change-of-mind requests, an exchange may be handled as a return followed by a new order.

Any differences in product pricing, return shipping costs, and new-order timelines will be communicated before confirmation.

Custom-size, designated made-to-order, oversized, and Final Sale rugs remain excluded from standard preference-based exchanges.

Incorrect or defective products will be handled separately under Section 6.

11. Missing Deliveries & Undelivered Orders

If an order has not arrived, please contact us before initiating a return request.

We will review the shipment's tracking history and coordinate with the carrier where necessary.

For parcels confirmed lost in transit, orders that cannot be fulfilled, or other qualifying delivery failures, we will provide an appropriate refund or replacement in accordance with applicable law and our Shipping & Delivery Policy.

A shipment marked delivered by a carrier may require further investigation if the customer reports that it was not received.

Lost-package and non-delivery claims are reviewed separately from ordinary change-of-mind returns.

12. Alaska, Hawaii & International Returns

Alaska & Hawaii

Customers in Alaska and Hawaii may request returns for eligible products within the same 30-day return window.

For preference-based returns, customers are responsible for applicable return shipping costs.

International Orders

Eligible customers outside the United States may also request a return within 30 calendar days after delivery, subject to this policy and any applicable local consumer protections.

For ordinary change-of-mind returns:

• Return shipping is the customer's responsibility.
• International customs documentation may be required.
• Import duties, taxes, or brokerage charges already paid to government authorities or carriers may not be recoverable through a product refund.
• Any additional return-related charges must be disclosed as applicable and handled consistently with the terms communicated before purchase and applicable law.

If an international order arrives damaged, defective, or incorrectly supplied, we will review the claim and provide the remedy required under applicable law. Customers will not be charged for reasonable, authorized corrective shipping arising from a confirmed error attributable to Living Loom Rugs.

Please contact us before returning an international shipment so that the correct destination and customs instructions can be provided.

13. Refused, Unclaimed & Unauthorized Returns

Refusing delivery, failing to collect a shipment, or sending an item to an unauthorized address does not automatically qualify an order for a change-of-mind refund.

If a shipment is returned to us because of an incorrect address, refusal, or failure to complete applicable delivery or customs requirements, we will review the circumstances.

Any proposed deduction for nonrecoverable costs or any charge for reshipment will be subject to prior disclosures, applicable law, and the circumstances of the shipment.

We will not deny legally required refunds or remedies solely because a standard return authorization was not obtained.

14. Additional Terms & Consumer Rights

This policy does not limit or exclude rights or remedies that cannot lawfully be waived under applicable consumer-protection laws.

Where a legal requirement provides a customer with greater rights than this policy, the applicable law will prevail.

The terms communicated at the time of purchase will be respected alongside any applicable legal requirements. Subsequent policy updates will not retroactively remove existing customer rights.

We may update this policy from time to time to reflect changes in our services, operations, or legal obligations.

Customers may request a written copy of this Return & Refund Policy from our support team.

15. Contact Living Loom Rugs

For order cancellations, return requests, refunds, exchanges, or product concerns, please contact:

Living Loom Rugs

Email: support@livingloomrugs.com

Website: https://www.livingloomrugs.com

Business Location: India

Please include your order number and relevant details so our team can assist you efficiently.

Thoughtfully handcrafted for refined living. - Living Loom Rugs