Refund & Replacement Policy

Refund & Replacement

Contact us within 30 days of delivery for a covered issue. Depending on the evidence and the situation, we may approve a replacement, a partial refund, or a full refund. Please do not return anything unless we instruct you to.

Covered

• Rug arrives torn, frayed, stained, or with a visible print defect.
• Non-slip backing is missing, peeling, or separating on arrival.
• Print is materially different from the design on the product page.
• Wrong design, size, or product type sent due to our error.
• Item missing from a multi-item order, or confirmed lost by the carrier.

Not covered

• Claims made more than 30 days after delivery.
• Wrong size chosen at checkout — see the size guide.
• Change of mind, or the colour not suiting your room.
• Screen-to-print colour variation and 1–2" size tolerance.
• Shipping creases, which relax within a few days.
• Damage after delivery, misuse, or using an indoor rug outdoors.

What to send us

Order number, a short description, and photos showing the full rug, a close-up of the problem, and the shipping label. Most claims are answered within one business day.

Refund timing

Approved refunds are issued to the original payment method within 30 days of approval. If we ask you to send the rug back, the return is made by mail — we email you a prepaid shipping label. We cover the postage and there is no restocking fee.