Refund policy

A rug is chosen slowly. We would rather you were certain than quick, and most of what follows exists so that you never need it.

Before you decide

Most disappointment in this trade comes from a rug that was described rather than shown. So ask us anything. Ask for another photograph, in daylight or in the evening. Ask what the back looks like. Send us the measurements of the room, or a photograph of the floor, and we will tell you honestly whether the piece belongs there. We would rather spend ten minutes on it than have a rug cross the world twice.

Returns

If a piece is not right, write to us within 14 days of delivery and we will arrange the return with you. It must come back unused, in the condition it arrived in, rolled rather than folded, and in its original wrapping.

Return carriage

Within Pakistan, return carriage is paid by you. For a rug delivered abroad, return carriage is paid by you, and the original international freight, together with any import duty and tax paid on arrival, cannot be refunded: they were paid to carriers and to governments, not to us. We will help you arrange the return properly, so that the rug travels safely and clears customs on its way home.

None of this applies if the piece arrived damaged or was not what was ordered. In that case we cover every cost and arrange the collection ourselves.

Damaged in transit

Photograph the piece as it comes out of the wrapping and write to us within 48 hours of delivery. We will replace it with a matching piece where one exists, or refund it in full, and we arrange the collection.

Made to order

A piece woven to your own size, palette or design cannot be returned, because it was made for you and for nobody else. This is why every detail is agreed in writing before the loom is set, and why we would rather spend an hour on the drawing than have you receive something you did not picture.

How a refund is made

Once the piece is back with us and has been checked, the refund is issued within five to ten working days, in Pakistani rupees, to the original method of payment. A bank transfer is returned to the account it came from. Any difference caused by your bank's exchange rate between the day you paid and the day you are refunded is outside our control.

Trade, wholesale and projects

Wholesale, project and container orders are governed by the terms agreed in writing at the time of the order, which take precedence over this page.

If you are unsure about anything here, write to us before you order rather than after. That is the whole of our policy, really.

Revised 23 September 2026