Refund policy

Overview

Due to the nature of handmade product once you place an order up, considered as final sales however until the time your order has reached to the production process, usually within 24 hours of placing the order. In that case, we will able to reimburse the refund.

Once an order is processed and sent into the production, you cannot cancel the order or claim for refund.

Order of products described as ‘made to order’ cannot be cancelled.

Any return without a return authorization will be charged 25% return service fee plus the cost of freight.

How long does it normally take to process the refund?

We process the refund within 1-3 business days of the cancellation of an order. It takes 5-7 business days for funds to be reflected in your account after that.

Where do you send the refund?

All refunds are sent through the payment method you used on the order.

What if my order was damaged?

Please unpack and inspect the product within 3 days of delivery. If you have received a damaged product with no visible damage to the packing, please take photos or video clearly showing the damage and report it to Nue Looms immediately along with the evidence.

I have changed my mind. What about returns?

Being the nature of the product, it would not be possible for us to offer any returns due to change of mind.

Carpet is not of the exact size

Due to the manner in which a rug or carpet is manufactured, exact size can vary by 3-4%. Returns due to size variance are considered to be a change of mind returns and thus the change of mind terms & conditions apply.

Carpet does not look the same

Actual products may vary to a little degree in visual appearance e.g. color, brightness etc. from the manner in which they show up on the website. This is due to the photographic and screen limitations. Returns due to such variance are considered a change of mind returns and thus the change of mind terms & conditions apply.

Can I exchange a product?

Unfortunately, we do not offer exchanges. So in case of doubt please get in touch with us before placing your order.