Terms of service

Last updated: 14 September 2026

1. Who we are

The Mountain Rug is a sole proprietorship operated by Raj Sharma Thapa in Brockport, New York, United States. In these Terms, "we", "us" and "our" mean The Mountain Rug. "You" means the person using this website or placing an order.

2. Agreement to these Terms

By browsing themountainrug.com, creating an account, or placing an order, you agree to these Terms of Service, our Return and Refund Policy, our Shipping Policy and our Privacy Policy, each of which is part of this agreement. If you do not agree, please do not use the site or place an order.

Section 17 of these Terms contains a binding arbitration agreement and a waiver of your right to participate in a class action. Please read it carefully.

3. Eligibility

You must be at least 18 years old and able to form a binding contract to place an order. By ordering, you confirm that you meet those conditions and that the payment method you use belongs to you or that you are authorised to use it.

4. Where we sell

We currently sell and ship only within the United States. Orders with a shipping address outside the United States cannot be accepted at this time.

5. Our rugs are handmade

Every rug we sell is hand-knotted on a traditional loom by weavers in Nepal. Handmade work carries natural variation, and the following are characteristic of the craft rather than defects: small differences between the finished dimensions and the stated size; variation in dye lot and colour depth between rugs of the same design, and between a photograph and the rug in your room; minor irregularity in knotting, pile height, fringe and edge finish; and shedding of loose wool fibre during the first months of use, which is normal and reduces over time.

Colours on your screen depend on your display and on the light in your room. We photograph our rugs as accurately as we can, but we cannot guarantee that a screen will match the rug exactly.

6. Product information and pricing

We try to describe our rugs and state our prices accurately, but we do not warrant that product descriptions, dimensions, photographs or other content on the site are error-free. All prices are in United States dollars and exclude sales tax and shipping unless stated otherwise.

If a rug is listed at an incorrect price or with incorrect information because of a typographical, pricing or system error, we reserve the right to cancel or refuse any order placed at that price, whether or not the order has been confirmed and your payment method charged. If we cancel on this basis, we will notify you and refund you in full.

7. Orders and acceptance

Your order is an offer to buy. A confirmation email acknowledges that we received your order; it does not mean we have accepted it. The contract between us is formed only when we dispatch the rug, or, for custom orders, when we confirm your specification in writing and receive your deposit.

We may refuse, limit or cancel any order at our discretion, including where we suspect fraud, where an order appears to be placed by a reseller, where a product is unavailable, or where a pricing error has occurred. If we cancel an order you have already paid for, we will refund you in full.

8. Payment

Payment is taken at checkout through our payment processor. We do not receive or store your full card details. You are responsible for any bank, currency or card issuer fees.

If a payment is reversed, disputed or charged back without first contacting us to resolve the issue, we may suspend your account and refuse future orders.

9. Custom and made-to-order rugs

Custom rugs are woven to your own specification on a loom set up for your order. The following terms apply in addition to the rest of these Terms.

Specification. Before any work begins we will confirm in writing the size, colours, pattern, price and estimated lead time. Weaving starts only once you have approved that specification and paid the deposit. We work from the approved specification; we are not responsible for a result you dislike if it matches what you approved.

Deposit. A deposit of 50 percent of the total price is due when you approve the specification. The deposit is non-refundable. It covers wool, dyeing, loom setup and the weaver's reserved time, which we commit to as soon as your order is confirmed. The remaining balance is due before the rug is dispatched.

Revisions. Two rounds of design revision are included before weaving begins. Further revisions, or any change requested after weaving has started, may incur additional cost, which we will quote to you in writing before proceeding.

Lead time. Hand-knotting takes time and the estimate we give you is an estimate, not a guarantee. We will tell you the expected lead time in writing before you pay the deposit, and we will keep you informed if it changes. Delays caused by weather, wool supply, dyeing, customs, carriers or events outside our control do not entitle you to cancel a custom order or to a refund of the deposit.

Final sale. Custom rugs cannot be returned, exchanged or refunded once weaving has begun, except where the rug is defective or does not match the specification you approved. This does not affect your rights under Section 12 or under applicable consumer law.

10. Shipping, title and risk

Shipping times, costs and methods are set out in our Shipping Policy. Delivery estimates are estimates and not guarantees.

Title and risk of loss pass to you when the rug is delivered to the address you gave us. If a rug arrives visibly damaged, note the damage with the carrier where possible and contact us within 7 days of delivery with photographs of the rug and of its packaging.

You are responsible for giving us a complete and accurate delivery address. We are not responsible for a rug delivered to an incorrect address you supplied, and re-shipping in that case is at your cost.

11. Returns and refunds

Returns are governed by our Return and Refund Policy, which forms part of these Terms. In summary: you may request a return within 30 days of delivery; rugs must be unused and undamaged; return shipping is paid by you; there is no restocking fee; and custom rugs are final sale.

12. Warranties and disclaimers

We warrant that the rug you receive will match its description in material respects and will be free from defects in workmanship at the time of delivery. Your remedy for a rug that does not is set out in our Return and Refund Policy.

We do not offer any warranty beyond the 30-day return window. In particular, we do not cover normal wear, shedding, crushing or matting of pile, fading from sunlight, water or moisture damage, stains, pet damage, damage from improper cleaning, or damage from use in a setting the rug was not made for.

EXCEPT AS EXPRESSLY STATED ABOVE, AND TO THE FULLEST EXTENT PERMITTED BY LAW, OUR RUGS AND THIS WEBSITE ARE PROVIDED "AS IS" AND WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow the exclusion of implied warranties, so this exclusion may not apply to you.

13. Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost data or loss of goodwill, arising out of your use of this website or your purchase of a rug, even if we have been advised that such damages are possible.

To the fullest extent permitted by law, our total liability to you for any claim arising out of or relating to these Terms or any order will not exceed the amount you actually paid us for the rug giving rise to the claim.

Some states do not allow certain limitations of liability, so parts of this section may not apply to you. Nothing in these Terms excludes liability that cannot lawfully be excluded.

14. Indemnification

You agree to indemnify and hold harmless The Mountain Rug and Raj Sharma Thapa from any claim, loss, liability or expense, including reasonable legal fees, arising out of your breach of these Terms, your misuse of this website, or your violation of any law or the rights of a third party.

15. Your account

You may create an account to track orders. You are responsible for keeping your login details secure and for everything that happens under your account. Tell us promptly if you believe your account has been used without your permission. We may suspend or close an account that we reasonably believe is being used fraudulently or in breach of these Terms.

16. Intellectual property and acceptable use

All content on this website, including rug designs, patterns, photographs, text, the name The Mountain Rug and our logo, belongs to us or is used with permission, and is protected by copyright, trademark and other laws. You may view and share our content for personal, non-commercial purposes. You may not copy, reproduce, republish, sell or use it commercially, or use our designs or photographs to manufacture, market or sell rugs, without our written permission.

You agree not to use this website to break any law, to interfere with its operation or security, to scrape or harvest data by automated means, to resell our products without authorisation, or to submit content that is unlawful, abusive or infringing. If you send us a review, photograph, comment or suggestion, you grant us a non-exclusive, royalty-free, worldwide licence to use, display and reproduce it in connection with our business, with attribution where practical.

17. Dispute resolution, arbitration and class action waiver

Please read this section carefully. It affects your legal rights, including your right to file a lawsuit in court and to have a jury decide your claim.

Informal resolution first. Most problems can be solved quickly by email. Before starting arbitration, you agree to contact us at hello@themountainrug.com with a short written description of the dispute and the relief you want, and to allow us 30 days to try to resolve it. We agree to do the same before bringing a claim against you.

Agreement to arbitrate. If we cannot resolve a dispute informally, you and we agree that any dispute, claim or controversy arising out of or relating to these Terms, our website, or any rug you purchase from us, will be resolved by final and binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, rather than in court. The arbitrator, and not any court, has authority to decide all issues relating to the scope and enforceability of this arbitration agreement. Judgment on the award may be entered in any court of competent jurisdiction.

Small claims exception. Either of us may instead bring an individual claim in a small claims court with jurisdiction, so long as the claim stays in that court and is brought on an individual basis. Either of us may also seek injunctive relief in court to protect intellectual property rights.

Class action waiver. You and we each agree to bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated or representative proceeding. The arbitrator may not consolidate more than one person's claims and may not preside over any form of representative proceeding. If this class action waiver is found unenforceable as to a particular claim, that claim, and only that claim, will be severed from the arbitration and may proceed in court.

Your right to opt out. You may opt out of this arbitration agreement and class action waiver by emailing hello@themountainrug.com within 30 days of your first order, with the subject line "Arbitration Opt-Out" and stating your name, the email address used for the order, and that you wish to opt out. Opting out will not affect your order, your account or any other part of these Terms.

Location and costs. Arbitration will take place in Monroe County, New York, or, at your election, by telephone, video or on written submissions. Fees will be allocated under the applicable AAA rules.

18. Governing law and venue

These Terms and any dispute between us are governed by the laws of the State of New York, without regard to its conflict of laws rules. Where a dispute is not subject to arbitration under Section 17, you and we agree to the exclusive jurisdiction of the state and federal courts located in Monroe County, New York.

19. Events outside our control

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including natural disasters, extreme weather, fire, flood, epidemic, war, civil unrest, strikes, carrier or postal delays, customs or border action, failure of suppliers or utilities, and failure of internet or payment infrastructure.

20. Privacy and communications

Our Privacy Policy explains how we collect and use your personal information and forms part of these Terms. By placing an order you agree that we may send you transactional messages about your order. Marketing emails are sent only if you opt in, and you can unsubscribe at any time using the link in any marketing email.

21. General

Entire agreement. These Terms, together with our Return and Refund Policy, Shipping Policy and Privacy Policy, are the entire agreement between us about your use of this website and your orders, and replace any earlier understanding.

Severability. If any provision of these Terms is found unenforceable, that provision will be limited or removed to the minimum extent necessary and the remaining provisions will stay in full force.

No waiver. If we do not enforce a provision of these Terms, that is not a waiver of our right to enforce it later.

Assignment. You may not transfer your rights under these Terms without our written consent. We may assign these Terms to a successor in connection with a merger, reorganisation or sale of the business.

Headings. Section headings are for convenience and do not affect interpretation.

22. Changes to these Terms

We may update these Terms from time to time. The version in force when you place an order is the version that governs that order. We will update the date at the top of this page when we make changes, and continued use of the site after a change means you accept the revised Terms.

23. How to contact us

The Mountain Rug
Raj Sharma Thapa, sole proprietor
Brockport, New York, United States
Email: hello@themountainrug.com
Phone and text: 256-525-7742

We reply within 24 hours, seven days a week. A mailing address for formal legal notice is available on request by email.