Refund policy

We want you to live with your rug for a while before you decide. If it isn't right, here is exactly how a return works.

30-day return window

You may request a return within 30 days of the date your rug is delivered. Rugs must come back unused, undamaged, free of odours and pet hair, in their original packaging, with proof of purchase.

How to start a return

Email us at hello@themountainrug.com with your order number and the reason for the return. We will reply within 24 hours with a return authorisation and the return address. Please do not ship a rug back before you have a return authorisation — we cannot process a return we are not expecting.

Who pays return shipping

Return shipping is paid by you. Rugs are heavy and freight cost varies a great deal by size and distance, so we recommend getting a quote before you ship. Please use a trackable, insured service: we cannot refund a rug that does not reach us, or that is damaged on its way back.

There is no restocking fee.

Refunds

Once your rug arrives and passes inspection, we issue a refund to your original payment method within 5 business days. Your bank or card issuer may take a further 5 to 10 business days to post it to your account. Original outbound shipping charges are not refunded unless the return is the result of our error.

Exchanges

We do not process direct exchanges. Return the rug for a refund and place a new order for the size or design you want.

Custom and made-to-order rugs

Custom rugs are woven to your own specification on a loom set up for your order. They are final sale and cannot be returned or refunded once weaving has begun. Before we start, we confirm every detail with you in writing — size, colours, pattern and price — so there are no surprises.

Damaged, defective or incorrect rugs

If your rug arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with photographs of the rug and of the packaging it arrived in. We will cover return shipping and either replace the rug or refund you in full, whichever you prefer.

Please note that hand-knotted rugs carry small irregularities in knotting, dye lot and finished dimension. Slight variation in colour between a photograph and the rug in your room, or a half-inch difference in width, is characteristic of handmade work rather than a defect.

Your legal rights

Nothing in this policy limits any right you have under applicable consumer protection law.

Questions

Email hello@themountainrug.com or text 256-525-7742. We reply within 24 hours, seven days a week.