Refund policy

Return and Refund Policy

You may return an eligible in-stock rug within 7 days of delivery for a refund, and this policy also covers exchanges, cancellations, damaged or wrong items, refunds and our warranty.

Last updated: 21 September 2026. This policy applies to purchases from Threada Living Private Limited, trading as Loom & Living ("we", "us", "our"), on https://loomliving.in. It forms part of our Terms of service.

1. Overview

1.1 In summary:

Change-of-mind returns: within 7 days of delivery, for in-stock rugs, with try-at-home allowed if the conditions in clause 3 are met.
Final sale: custom and made-to-order rugs, Sale or clearance items, and Loom Exclusives cannot be returned for change of mind.
Damaged, defective or wrong item: tell us within 72 hours of delivery, with photographs. We bear the freight.
Made-to-order rugs: 50% deposit, which becomes non-refundable once production begins.
Warranty: 1 to 5 years against structural defects, depending on how the rug is made.

2. Change-of-mind returns

2.1 You may request a return within 7 calendar days of the delivery date recorded by the courier.

2.2 To request a return, email support@loomliving.in within that period with your order number, the reason for the return and clear photographs of the rug and its packaging. Requests received after the 7-day period will not be accepted.

3. Try at home

3.1 We understand that a rug is best judged in your own space. You may unroll and lay your rug at home during the return window.

3.2 To qualify for a return, the rug must meet all of the following conditions:

it is clean, with no stains, dirt, pet hair, smoke, perfume, food or other odours;
it has no cuts, pulls, burns, marks, fading, alterations or other damage;
it has been re-rolled (not folded) and packed securely in its original packaging, with all labels, tags and the invoice; and
it has not been washed, cleaned, trimmed, or used with adhesive tape or adhesive underlay.

4. Items that cannot be returned

4.1 The following are final sale and are not eligible for change-of-mind returns or exchanges:

custom-size, custom-colour and other made-to-order rugs;
items sold under the Sale or clearance collections;
Loom Exclusives (limited-run pieces); and
any item that fails the conditions in clause 3.2.

4.2 Products are marked accordingly on their product pages. This clause does not affect your rights if a rug arrives damaged, defective or different from what you ordered (see clause 12) or your rights under the warranty (see clause 15).

5. How to return

5.1 We will review your request and reply within 2 business days, either approving it or explaining why it cannot be approved.

5.2 If approved, we will arrange a reverse pickup where your pincode is serviceable. If pickup is not available, we will tell you how to send the rug back. Please do not send a rug back without our written approval.

5.3 After the rug reaches us, we will inspect it within 5 business days and confirm by email whether the return is accepted.

6. Return shipping costs

6.1 For change-of-mind returns, you bear the actual return freight cost. It will be told to you before pickup and deducted from your refund. You may instead arrange your own courier, in which case you bear the cost and the risk of loss or damage in transit.

6.2 If the rug is damaged, defective or not what you ordered, we bear the return freight.

7. Inspection and right to refuse

7.1 If a returned rug does not meet the conditions in clause 3.2, we may (a) refuse the return and send the rug back to you at your cost, or (b) accept it and deduct a reasonable amount for cleaning, repair or loss in value.

8. Exchanges

8.1 Within the 7-day return window you may request one exchange for a different in-stock size or design, subject to availability. The conditions in clause 3.2 apply.

8.2 Any price difference must be paid before the replacement is dispatched, or will be refunded where the replacement costs less. Return freight for exchanges is charged as under clause 6.1. Made-to-order rugs cannot be exchanged.

9. Cancelling an in-stock order

9.1 You may cancel an in-stock order at any time before it is dispatched. We will refund the full amount paid.

9.2 Once an order has been dispatched it can no longer be cancelled. You may instead use the return process in clauses 2 to 7 if the rug is eligible. If a parcel is refused or cannot be delivered, our Shipping policy applies.

9.3 To cancel, email support@loomliving.in with your order number. The time we receive your email is the time of your request, and we will confirm the outcome in writing.

10. Cancelling a made-to-order or custom rug

10.1 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.

10.2 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.

10.3 Before production begins. If you ask to cancel in writing before we send that confirmation, we will refund your deposit in full.

10.4 After production begins. Once 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.

10.5 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.

10.6 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.

10.7 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.

10.8 Delay. If we have not dispatched your rug within the period stated in clause 3.5 of our Shipping policy, you may cancel and receive a full refund, including the deposit.

11. Cancellation by us

11.1 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 refund all amounts paid for the cancelled item.

12. Damaged, defective or wrong items

12.1 This clause applies to a rug that (a) is damaged in transit, (b) has a defect visible on delivery, or (c) differs from the design, size or colour you ordered. Defects that appear only after use are dealt with under the warranty in clause 15.

12.2 Report the problem within 72 hours of the delivery time recorded by the courier. Email support@loomliving.in with your order number and a description of the problem.

12.3 Photographs are required. Please include clear photographs of (a) the affected part of the rug and its label, (b) the outer packaging, including the courier label and any tears, and (c) the rug laid flat. A short unboxing video helps us resolve the claim faster, but is not compulsory.

12.4 Please keep the rug and all packaging, and do not wash, cut, trim or use the rug, until the claim is resolved. Claims made after 72 hours, or without the required photographs, may be declined.

12.5 We will reply within 2 business days. We may ask for further photographs or a video, or arrange an inspection, before deciding.

12.6 If we accept your claim, we will, at our reasonable discretion and after considering your preference, offer one of the following: (a) a replacement of the same item, subject to availability; (b) a repair by our artisans, where practicable and where you agree; or (c) a full refund of the price paid, including GST, where a replacement is not available or you prefer a refund.

12.7 We will arrange and pay for the reverse pickup of the rug and the delivery of any replacement.

12.8 This clause does not cover damage caused after delivery by handling, pets, cleaning, use or accidents, or the natural characteristics of handmade rugs in clause 13.

13. Natural characteristics of handmade rugs

13.1 Each rug is made by hand from natural or blended fibres. The following are inherent features and are not defects: size variation of up to 3% from the stated dimensions; slight differences in colour between rugs, batches and screen images; minor irregularities in knotting, tufting or pattern; shading and changes in sheen caused by the direction of the pile; initial shedding, pilling and sprouting in wool and hand-tufted rugs; and creases or ripples from packaging.

13.2 Screen colours vary by device and settings. We try to show colours accurately but cannot guarantee an exact match.

14. Refunds

14.1 Refunds are made to the original payment method used at checkout. We do not offer cash refunds.

14.2 Refunds are processed within 7 to 10 business days after we confirm an accepted return, a cancellation or a resolved damage claim. Your bank, card issuer or wallet provider may take additional time to show the credit.

14.3 For a change-of-mind return, the refund equals the price paid for the rug, including GST, less any return freight under clause 6.1 and any deduction under clause 7.1.

14.4 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.

14.5 Shipping is free on all orders, so there is no shipping charge to refund.

15. Warranty and craftsmanship guarantee

15.1 We warrant to the original purchaser of a rug bought directly from us that it is free from structural defects in materials and workmanship, for the following periods from the date of delivery:

Hand-knotted rugs: 5 years
Hand-tufted rugs: 2 years
Flatweave and dhurrie rugs: 2 years
Jute and other natural-fibre rugs: 1 year

15.2 The construction stated on the product page or invoice determines the applicable period. Where a rug combines constructions, the period for the construction stated on the product page applies.

15.3 This warranty applies to rugs used for normal residential purposes and cared for as described in clause 16. It is not transferable.

15.4 A structural defect is a fault in the making of the rug that affects its integrity, such as knots or tufts coming loose or unravelling other than through wear, failure of the edge binding, fringe or seams, separation of the backing in a hand-tufted rug, or a weaving fault that causes the rug to unravel.

15.5 If a covered defect is confirmed, we will first repair the rug at our cost. If the rug cannot reasonably be repaired, we will, at our option, replace it with the same or a comparable rug, subject to availability, or refund or credit you a pro-rata amount. The pro-rata amount equals the price you paid multiplied by the time remaining in the warranty period divided by the full warranty period.

15.6 We will bear the reasonable cost of collecting the rug for repair or replacement and of returning it to you. To the extent permitted by law, these remedies are your exclusive remedies under this warranty.

15.7 The following are not covered: the natural characteristics listed in clause 13; indentations and crushing from furniture; fading from sunlight; and normal wear and tear. Viscose and silk fibres are sensitive to moisture and many spills, and yellowing, browning or marking in these fibres is not covered.

15.8 This warranty does not apply to damage or loss arising from:

misuse, neglect, accidents or improper installation;
damage by pets, including chewing, scratching or urine;
commercial or non-residential use;
vacuuming with a beater bar or motorised brush head;
cleaning by an unqualified person, or the use of bleach, harsh chemicals or steam;
water damage, dampness, mould, or exposure to excessive heat, fire or direct sunlight;
moths, insects or vermin;
alteration or repair by anyone other than us;
use outdoors, unless the rug is sold as an outdoor rug; or
placing the rug directly on installed wall-to-wall carpet without a suitable rug pad or underlay.

15.9 To make a claim, email support@loomliving.in promptly, and within 30 days of discovering the defect and before the warranty period ends. Include your order number or invoice, and clear photographs of the defect, of the whole rug and of its label. Photographs are required. We may ask for more information or inspect the rug, and aim to give you our decision within 7 business days of receiving everything we need. Please do not attempt to repair the rug yourself, as this may void the warranty.

16. Care requirements

16.1 Good care keeps your rug beautiful and keeps your warranty valid. Please follow this guidance and our Care & Cleaning Guide:

Vacuum with suction only. Do not use a beater bar or motorised brush head.
Use a non-slip rug pad suitable for your floor. Do not stick adhesive tape or adhesive underlay to the rug.
Blot spills immediately with a clean white cloth. Do not rub. Do not use bleach, harsh chemicals or steam.
Have the rug cleaned only by a professional experienced with handmade rugs.
Rotate the rug every six months and limit long exposure to direct sunlight, which can fade colours.
Keep the rug dry. Viscose, silk and jute are especially sensitive to water and humidity.
Use furniture cups under heavy furniture and move the furniture occasionally.
Use the rug for residential purposes only.
If storing, keep the rug dry, rolled and covered with a breathable cover, protected from moths and pests.