Returns & Refunds

Our promise to you

Every rug we make is hand-made, just for you. We put a great deal of care into each piece  and we want you to feel completely at ease from the moment you order to the day it arrives in your home. That's why our policy is built around your peace of mind, not around protecting us.

30-Day In-Room Trial

Every order comes with a full 30-day in-room trial. Once your rug is delivered, live with it — in your light, with your furniture, in your space. If at any point during those 30 days it isn't right for you, we'll make it right. No awkward explanations needed.

• Return it — and we'll arrange a full refund.
• Exchange it — for a different size, colour, or fibre. We'll take care of the process; if you choose a higher-value option, a small difference in price may apply.

To get started, simply email us at hello@monolithandheart.com within 30 days of delivery with your order number. We'll respond within two business days and guide you through everything.

Damaged, faulty or incorrect on arrival

If your rug arrives damaged, faulty, or different from what you ordered, we will always make it right — with a repair, reweave, replacement, or full refund, whichever you prefer. Please:

1. Inspect the package as soon as it arrives, ideally with the courier present.
2. Note any visible packaging damage before signing for delivery where possible.
3. Email hello@monolithandheart.com with your order number and a few clear photos of the issue.

We cover all costs for resolving genuine damage or defects — you will never 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 — our policy sits on top of those rights, not instead of them. If you have any questions at all, please don't hesitate to reach out. We're always happy to help.

See also our Rug Warranty and Exchange Service pages for more detail.