Refund Policy

All THORNLOOM rugs are custom-made, one-of-one pieces created specifically for each client. Because of this, all sales are final once production begins. ⸻

 

DEPOSITS

• A 50% non-refundable deposit is required to begin any custom rug • The deposit covers: • Materials • Design setup • Labor time • Deposits cannot be refunded once work has started, regardless of order status ⸻

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CANCELLATIONS

• Before work begins: • Cancellation is allowed • Deposit remains non-refundable • After work has begun: • Order cannot be canceled • No refunds will be issued ⸻

 

DESIGN CHANGES

• Minor adjustments may be approved before tufting begins • Once tufting starts: • No major design changes • No size or concept changes • Approved changes may affect pricing and timeline ⸻​​

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SIZE & HANDMADE VARIATIONS

• Final rug dimensions may vary by ±1 inch • Minor variations in color, texture, or shape are normal and are not considered defects ⸻

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REFUNDS

THORNLOOM does not offer refunds for:

• Custom preference changes • Color tone differences due to lighting/screens • Wear from normal use • Damage after delivery or pickup ⸻

 

DAMAGED OR INCORRECT ORDERS

If your rug arrives with significant damage or does not match the approved design: • Contact THORNLOOM within 48 hours of delivery • Include clear photos • Resolutions may include repair or replacement at the artist’s discretion ⸻

 

CONTENT & PROMOTION

By commissioning a rug, clients agree that:

• THORNLOOM may photograph or record the creation process • Finished pieces may be shared for promotional purposes ⸻

 

LOCAL PICKUP / DELIVERY

• Once a rug is completed and approved: • Remaining balance must be paid before delivery or pickup • Rugs not picked up within 14 days may incur storage fees.