Refund policy

Our Commitment

At Knot and Loom Rugs, we want you to love your handmade rug. Each piece is crafted with care by skilled artisans, and we stand behind the quality of our work. If you're not completely satisfied, we're here to help.

Ready-to-Ship Rugs

30-Day Return Window

You may return ready-to-ship rugs within 30 days of delivery for a full refund or exchange
Rugs must be in original, unused condition with all tags attached
Rugs must be free from stains, odors, pet hair, and damage

How to Initiate a Return:

Contact us at knotandloomrugs@gmail.com within 30 days of delivery
Provide your order number and reason for return
We'll send you a return authorization and instructions

Return Shipping:

Customer is responsible for return shipping costs unless the rug is defective or we made an error
We recommend using a trackable shipping method with insurance
Refunds will be processed within 5-7 business days after we receive and inspect the returned rug

Made-to-Order & Custom Rugs

Limited Returns

Custom and made-to-order rugs are crafted specifically for you and cannot be returned or refunded unless there is a manufacturing defect or error on our part
We will provide detailed previews and confirmations before production begins
Once you approve the design and specifications, the order becomes final

Quality Guarantee:

If your custom rug arrives with defects or doesn't match the approved specifications, we will repair, replace, or refund at no cost to you

Damaged or Defective Rugs

We've Got You Covered

If your rug arrives damaged or defective, contact us within 7 days of delivery
Please provide photos of the damage and packaging
We will arrange for a replacement or full refund at no cost to you, including return shipping

Exchanges

We're happy to exchange ready-to-ship rugs for a different size, color, or design within 30 days
Exchanges are subject to availability
Price differences may apply