Whilst we make great efforts to provide you with accurate information and images, we do understand that sometimes a rug may not be exactly as you expect when it arrives in your home. In most cases, we’ll happily exchange your rug for a new one that you prefer.
If your purchase is not suitable and you wish to arrange an exchange or store credit, please contact us in writing at loom@loomrugs.com. If your return is accepted, we’ll coordinate the collection and send you a return shipping label. We recommend keeping your original packaging to return the rug in. Items sent back to us without a prior return request will not be accepted.
We will send you a collection confirmation email with all the details you need to complete the return.
Refunds
We cannot offer a refund on sale items. However, if your purchase doesn’t quite suit the space as you hoped, we will offer an exchange or store credit.
Please email loom@loomrugs.com within 24 hours of delivery to arrange an exchange or store credit. There will be a $100 online exchange cost which covers the return of the item and restocking.
We will endeavour to provide as much information and additional imagery as required so you are confident in your purchase.
If you cannot find a suitable rug on loomrugs.com, a credit note for the value of your purchase will be issued. This credit note will be valid for 12 months from the date of issue.
Imagery
High quality product photography is vital to our ability to sell beautiful hand made rugs online. We photograph all rugs in a professionally equipped studio and perform post-production on all images before uploading them.
The way every rug looks will vary in different locations and lighting conditions.
We’re also conscious that we can’t control how you view our images, things like your graphics card, operating system, browser settings and screen resolution may all make some difference. Please take into account that many things may affect what you see online.
Rest assured that if you receive your rug and believe that it looks significantly different to the way it presented online, you will be eligible for an exchange or store credit. However, this does not automatically grant eligibility for a refund.
We love our customers and we work hard to ensure that you will love your rug.
