Made specifically for you, backed by us
Because every rug is handwoven or hand-knotted to order — not stocked and resold — we're not able to offer change-of-mind returns once production has started. This lets us keep waste out of our business and keep prices fair for everyone, rather than pricing in the cost of unsold returns the way stocked retailers do. It's also why it's worth using our Exchange Service in the first 48 hours if you want to adjust size or colour before weaving begins — that window is the easiest way to fix an order before it's too late to change.
Cancellations
You can cancel an order for a full refund within 48 hours of placing it, before production begins. After that point, your rug is already in progress — fibre dyed, loom set, a weaver assigned — and cancellation is no longer possible.
Damaged, faulty or incorrect on arrival
If your rug arrives damaged, faulty, or isn't what you ordered, we will always make it right — with a repair, reweave, replacement or full refund, at your choice. Please:
- Inspect the package as soon as it arrives, ideally with the courier present.
- If there's visible damage to the packaging, note it before signing for delivery where possible.
- Email contact@monolithandheart.com within 14 days of delivery with your order number and a few clear photos of the issue.
We'll respond within two business days with next steps. We cover the full cost of resolving genuine damage or defects — you won't be asked to pay return shipping for our mistake.
Your consumer rights
We honour consumer protection laws in full for every customer, wherever you are in the world. Nothing on this page limits any statutory rights you may have under the laws of your country — our policy sits on top of those rights, not instead of them. If you're unsure what applies to you, we're happy to help — just email us.
See also our Rug Warranty and Exchange Service pages for related situations this page doesn't cover.