Refund policy

Last updated: 19 July 2026

We want you to love your rug. If something isn't right, this policy explains your options, our process, and the timelines involved.

Your Statutory Rights

Nothing in this policy limits or excludes any statutory rights you may have under the consumer protection laws of your country of residence. These rights vary by jurisdiction and may entitle you to a repair, replacement, or refund in cases of faulty or misdescribed goods, regardless of the terms below.

For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and to have goods repaired or replaced if they are not of acceptable quality and the failure is not major.

For customers in the European Union and United Kingdom, you may have additional rights under local consumer protection regulations, including statutory warranty periods that may exceed the timeframes stated in this policy.

For customers in the United States and other regions, applicable consumer protection laws in your state or country may provide additional remedies.

Other regions — If your country of residence has consumer protection laws that provide additional remedies for faulty or misdescribed goods, those rights apply regardless of this policy. For guidance on your specific rights, we recommend contacting your local consumer protection authority.

Change-of-Mind Returns (Ready-to-Ship Pieces)

For in-stock, non-custom rugs, you may request a return within 7 days of delivery for a refund or exchange, provided that:

  • The rug is unused, undamaged, and in its original condition.
  • All packaging, labels, and protective materials are intact.
  • The rug has not been placed on the floor or exposed to pets, moisture, or foot traffic.

To initiate a change-of-mind return, email contact@monolithandheart.com with your order number within the 7-day window. We will provide return instructions and a shipping address.

Change-of-mind return shipping costs are the customer's responsibility. Original outbound shipping is non-refundable. Any import duties or taxes paid on the original order are also non-refundable, as these are collected by your country's customs authority, not by us.

Made-to-Order and Custom Pieces

Because handknotted made-to-order rugs are crafted specifically for you, they are not eligible for change-of-mind returns or exchanges. Once production has begun, the rug cannot be resold to another customer.

This does not affect your statutory rights if the item arrives faulty, damaged, or significantly not as described.

Damaged, Faulty, or Incorrect Items

If your rug arrives damaged, defective, or not as ordered, please email contact@monolithandheart.com within 7 days of delivery with:

  • Your order number.
  • A brief description of the issue.
  • Clear photographs showing the damage or discrepancy (including the packaging if externally damaged).

We will assess the issue and, where confirmed, offer one of the following at no cost to you:

  • A full refund including original shipping.
  • A replacement of the same rug, or an equivalent of equal value.
  • A partial refund or store credit if you choose to keep the piece with a minor defect.

For damaged-in-transit claims, we may also require you to retain the original packaging for carrier inspection. We will guide you through this process.

Return Process

  1. Contact us — Email contact@monolithandheart.com with your order number and reason for return. Our team will respond within 24 hours to confirm eligibility and provide return instructions.
  2. Pack the rug — Re-roll (do not fold) the rug in its original packaging if possible. If original packaging is unavailable, use a durable rug wrap or heavy-duty plastic and secure both ends. Include a printed copy of your order confirmation inside.
  3. Ship it back — Use a trackable, insured shipping service. For change-of-mind returns, you arrange and pay for shipping. For faulty or incorrect items, we will provide a prepaid return label or reimburse your shipping costs.
  4. Inspection — Once we receive the rug, we will inspect it within 2–3 business days and notify you of the outcome.
  5. Refund or exchange — Approved refunds are processed to your original payment method within 5–7 business days of inspection. Exchanges are dispatched once the returned item has been received and approved.

Refunds

Refunds are issued to your original payment method only. Depending on your bank or card issuer, it may take an additional 3–5 business days for the refund to appear in your account after we have processed it.

If you paid by bank transfer or another method that does not support automatic refunds, we will arrange an alternative refund method with you directly.

Return Shipping and Customs

For international returns, you are responsible for ensuring the package clears customs in India. Mark the shipment as a return of goods (not a sale) to avoid import duties being assessed on the return. We recommend using a shipping service that provides customs documentation support.

If a return shipment incurs import duties or customs charges due to incorrect documentation, these costs will be deducted from your refund.

Non-Returnable Items

The following are not eligible for return under any circumstances:

  • Made-to-order or custom rugs (unless faulty or incorrect — see above).
  • Rugs that have been used, placed on the floor, or show signs of wear.
  • Rugs returned without prior authorisation from us.
  • Rugs returned outside the 7-day window without prior agreement.
  • Final sale or clearance items (if applicable).

Contact

For any questions about returns, refunds, or exchanges, please email contact@monolithandheart.com — our team will connect with you within 24 hours to guide you through the process. You can also write to us at Monolith & Heart, 265 House of Owls, Jhunjhunu, Rajasthan 333001, India.