Returns & Exchanges
Returns & Exchanges Policy
Your satisfaction is at the heart of everything we do. Because our rugs are made-to-order, returns and exchanges have some important conditions.
Custom Rug Orders
Each rug is individually crafted to your specific size, colour, material, and design choices. For this reason, we’re unable to accept returns or offer refunds for:
- Change of mind
- Incorrect measurements provided by the customer
- Colour variation expectations (as natural fibres may show slight colour variations)
Before placing your order:
- Check your measurements carefully
- Order samples if unsure about colour or texture
- Contact us for guidance if you need help selecting options
Faulty or Damaged Items
We take quality control seriously. If your rug arrives faulty or damaged, please notify us within 7 days of delivery. We’ll arrange for:
- Repair of the fault
- Replacement of the rug
- Refund if repair or replacement isn’t possible
We’ll cover return shipping costs for damaged or faulty products.
- Items must be unused and in original condition.
- Customers are responsible for return shipping costs unless the item is faulty.
- Orders can be cancelled within 24 hours of placing your order with a full refund.
- After this window, your rug may already be in production, and materials or labour costs may have been incurred.
How to Start a Return or Report an Issue
To arrange a return or discuss a problem with your order, please contact us at support@customnaturalrugs.com, Include:
- Your order number
- A description of the issue
- Photos of the item if applicable
Our team will guide you through the process.