Returns – Custom Natural Rugs

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.

Returns on Samples and Accessories

Items must be unused and in original condition.
Customers are responsible for return shipping costs unless the item is faulty.

Order Cancellations

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.