Return & Exchange Policy

At The House of Looms, every rug is a handcrafted expression of art — woven with care, time, and soul by our master artisans in Bhadohi, India. Each piece is made to order, created specifically for you.

Because of this personalized nature of our products, we maintain the following policy for returns and exchanges:

Returns

We accept returns only in cases of verified manufacturing defects or damage during transit.
If you receive a rug that appears defective or damaged, please contact us at hello@thehouseoflooms.com within 10 days of delivery.

To initiate a return:

  1. Send an email with your order number, clear photos, and a brief description of the issue.
  2. Our quality assurance team will assess the claim within 2–3 business days.
  3. If approved, we will arrange for a pickup or provide instructions for return shipping.
  4. Once the rug is received and verified, we will process a replacement or full refund, depending on the case.

Please note:

  • Custom and personalized rugs (including those made in non-standard sizes, colors, or patterns) are non-returnable and non-refundable.
  • Minor variations in weave, color tone, or pattern are inherent in handmade rugs and are not considered defects.
  • Returns are not accepted due to change of mind, incorrect size selection, or personal preference.

Exchanges

We understand that sometimes, despite our best efforts, an item may not perfectly meet your expectations.
To ensure complete satisfaction, we offer limited exchanges under specific conditions:

You may request an exchange only if:

  • You received the wrong product or incorrect size, and it differs from your confirmed order.
  • You received a product that has a manufacturing defect or transit damage (verified by our team).

Exchange process:

  • Email us at hello@thehouseoflooms.com within 10 days of delivery.
  • Provide your order details and photos for verification.
  • Upon approval, we will arrange an exchange for the same design or a similar value rug (if the original design is no longer available).

Note:

  • Free return shipping applies only to orders within India.
  • For international returns, the customer is responsible for arranging and paying return shipping.
  • The House of Looms is not liable for damage incurred during international transit. If a rug arrives damaged, please report it immediately so we can assist with the carrier claim.
  • Custom rugs are not eligible for exchange, except in cases of confirmed manufacturing defects.

Refunds

If your return or exchange request is approved and the product is received in its original condition, a refund will be issued to your original payment method within 7–21 business days.

Refunds will not include shipping charges or international customs fees (if applicable).