Customer information
How cancellation, damage and return requests are handled for handmade and made-to-order rugs.
Updated 20 September 2026
Send a cancellation request by email or WhatsApp as soon as possible, preferably within 4 hours of payment. A cancellation is not guaranteed after design development, yarn preparation or weaving has begun. If cancellation is still possible, we will confirm any work already completed and the refundable amount before processing it.
Custom sizes, colours, materials, patterns and personalised rugs are produced specifically for the customer and are not eligible for change-of-mind returns once production begins. This does not affect remedies for an item that is damaged, defective or materially different from the approved order.
An unused ready-to-ship rug may be returned by mail within 14 calendar days of delivery when it is in its original condition and packaging. Contact us before sending it back so we can provide written return authorisation and the return address. For a change-of-mind return, the customer is responsible for return shipping and there is no restocking fee. Custom and made-to-order rugs are excluded from this return window. Verified manufacturing defects, incorrect items and transit damage remain covered separately as described below.
Please inspect the rug and packaging as soon as it is delivered. Take clear photographs and videos of the rug, its packaging and any visible damage before or during unpacking, and keep the original packaging. All rugs are insured while in transit, so please report visible transit damage as soon as possible and no later than 48 hours after delivery so we can support the insurance claim.
Notify us within 7 calendar days of delivery if the rug has a manufacturing defect or is materially different from the approved order. Include the order number, a description, and clear photographs and videos. If we verify a manufacturing defect, we will replace the rug. Normal handmade variations described in our Terms & Conditions are not manufacturing defects.
Email studio@custommaderugs.studio or contact +91 97211 12536 on WhatsApp within the applicable period. Do not send the rug back without written authorisation. If we require the rug to be returned for an approved claim, we will provide the return address and packing instructions and pay reasonable return shipping.
Any approved cancellation refund or other approved refund is sent to the original payment method within 10–20 business days after approval or, where a return is required, after the rug is received and inspected. Bank or payment-provider processing time may be additional.
Questions? Email our studio or call/WhatsApp +91 97211 12536.
Order visibility
Once your finished rug has passed final inspection and is collected for shipment, we send the tracking number and tracking link by email or WhatsApp. You can then follow the order through FedEx or DHL until delivery.
Read our shipping policy ↗
or
Your rug is checked, rolled and securely packed.
FedEx or DHL collects the completed shipment.
We share the tracking number and live tracking link with you.
Blessings in Every Creation
اللَّهُمَّ بَارِكْ لَنَا فِي رِزْقِنَا وَعَمَلِنَا
“O Allah, bless our provision and our work.”