Returns & Refunds

We want you to love your rug. If it isn't right for your space, you may return most items within 30 days of delivery for a full refund of the purchase price, with no restocking fee, subject to the conditions below.

How to start a return

Email us at hello@loomgenie.com within 30 days of delivery to request a return. Do not ship a rug back without contacting us first. Returns sent without authorization cannot be processed. In your request, please include your order number and clear photos of the rug and its original packaging.

Return conditions

• The rug must be in new, unused, resellable condition, free of stains, odors, pet hair, and wear.
• It must be returned in its original packaging, rolled from the width (never folded) to avoid creasing or damage in transit.
• Photos of the rug and packaging are required before a return is authorized.

Return shipping

For standard (change-of-mind) returns, the customer is responsible for return shipping costs. There is no restocking fee: the full purchase price is refunded. We recommend using a trackable, insured shipping method. We can't issue a refund for a return that is lost or damaged on its way back.

Refunds

Once your returned rug is received and inspected, your refund is issued to your original payment method (via Stripe) within 5 to 10 business days, for the full purchase price. Return shipping, where you arranged it, is not refunded. Your bank or card issuer may take additional time to post the credit.

Damaged, defective, or incorrect items

If your rug arrives damaged or defective, or you received the wrong item, contact us within 5 days of delivery with photos of the item and its packaging. In these cases we will arrange a free replacement or full refund at no cost to you, with no return shipping charge and no restocking fee. Please keep all original packaging until the issue is resolved.

Non-returnable items

The following are final sale and cannot be returned: clearance and closeout items, cut-to-length roll runners and other custom-cut sizes, and any item marked “final sale” on its product page.

Questions

Email hello@loomgenie.comand we'll be glad to help.