You can cancel an in-stock order for a full refund until it is dispatched, and a made-to-order rug until we confirm in writing that production has begun.
Last updated: 21 September 2026. This cancellation policy applies to orders placed on https://loomliving.in with Threada Living Private Limited, trading as Loom & Living ("we", "us", "our"). It should be read with our Return and refund policy, Shipping policy and Terms of service.
1. At a glance
- In-stock rugs: cancel at any time before dispatch for a full refund.
- After dispatch: an order can no longer be cancelled, but an eligible rug can be returned within 7 days of delivery under our Return and refund policy.
- Made-to-order and custom rugs: cancel before we confirm that production has begun for a full refund of your deposit. After that, the deposit is non-refundable.
- Delayed made-to-order rugs: if we have not dispatched within 30 days after the stated outer production date, you may cancel for a full refund, including the deposit.
2. How to cancel
2.1 Cancellation requests must be made in writing. Email support@loomliving.in with your order number, your name and the phone number used at checkout. You may call +91 7037919944 to ask a question, but we can act only on a written request.
2.2 The time we receive your email is the time of your request. We will confirm the outcome in writing.
3. Cancelling an in-stock order
3.1 You may cancel an in-stock order at any time before it is dispatched. We will refund the full amount paid. An order counts as dispatched when we send you its tracking details.
3.2 If your order has several items, you may cancel any item that has not yet been dispatched. Items already dispatched follow clause 3.3.
3.3 Once an order has been dispatched it can no longer be cancelled. If the rug is eligible, you may instead return it under our Return and refund policy. If you refuse a dispatched parcel without a valid reason, or delivery fails because of a wrong address or because no one is available, clause 5.3 of our Shipping policy applies and we may deduct the actual forward and return shipping costs from your refund.
4. Cancelling a made-to-order or custom rug
4.1 Payment structure. Made-to-order and custom rugs are paid in two parts: a 50% deposit when you order and the remaining 50% before dispatch.
4.2 Start of production. Each rug is made specifically for you. After we receive your deposit and you have confirmed the size, colour and design, we will confirm in writing by email that production has begun.
4.3 Before production begins. If you ask to cancel in writing before we send that confirmation, we will refund your deposit in full.
4.4 After production begins. Once we have confirmed that production has begun, the order cannot be cancelled and the deposit is non-refundable. Because the rug is made only for you, we may also require the balance to be paid if the rug has already been completed.
4.5 Balance payment. When your rug is ready, we will send a ready-for-dispatch notice with a payment link for the balance. The balance is due within 7 days of that notice. We dispatch only after full payment.
4.6 Unpaid balance. If the balance remains unpaid 30 days after the notice, we may cancel the order, retain the deposit and sell the rug to another customer.
4.7 Changes. You may request changes to size, colour or design before production begins. Changes may alter the price and the production time and apply only when we confirm them in writing.
5. Delayed made-to-order rugs
5.1 Our rugs are handmade, and we will tell you by email of any material delay. If we have not dispatched your made-to-order rug within 30 days after the outer production date stated on the product page, you may cancel the order and receive a full refund of all amounts paid, including the deposit. See clause 3.5 of our Shipping policy.
6. Cancellation by us
6.1 We may cancel an order, in whole or in part, if an item is unavailable, a price or description was displayed in error, your pincode cannot be served, payment cannot be verified or completed, or we reasonably suspect fraud or misuse. We will tell you and refund all amounts paid for the cancelled item.
7. Refunds
7.1 We do not deduct any charge for a cancellation accepted before dispatch or, for made-to-order rugs, before production begins.
7.2 Refunds are made to the original payment method used at checkout. We do not offer cash refunds.
7.3 Refunds are processed within 7 to 10 business days after we confirm the cancellation. Your bank, card issuer or wallet provider may take additional time to show the credit.
7.4 For purchases made on EMI, the refund is settled in accordance with the terms of your lender or EMI partner, and any interest or fees charged by them are governed by your agreement with them.
7.5 If money was debited but your order was not confirmed, or you were charged twice, see clause 7.5 of our Terms of service.
8. Your statutory rights
8.1 Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other applicable law.
9. Contact
Email support@loomliving.in, quoting your order number. Threada Living Private Limited, Registered Office: H. No. 19/11, RTO Road, Sector 11, Shastri Nagar, Meerut, Uttar Pradesh 250004.