Terms of service

Terms of Service

Last updated: 19 July 2026

These Terms of Service ("Terms") govern your use of monolithandheart.com and any purchases made through our store. By browsing our website, creating an account, or placing an order, you agree to these Terms. The store is operated by Monolith & Heart ("we", "us", "our").

1. About Our Products

Our rugs are handknotted by skilled artisans using natural fibres — wool, silk, cotton, and other plant-based materials. Because every piece is made by hand, slight variations in colour, size, texture, and pattern are inherent to the craft and are not defects. These variations are what make each rug unique.

We photograph our products in controlled, editorial lighting and make every effort to display colours accurately. However, screen settings, monitor calibration, and ambient lighting may cause the rug you receive to differ slightly from what you see online. If you need to match a specific colour or tone, we encourage you to request a detail image or swatch before ordering.

Dimensions are approximate. Handmade rugs may vary by up to 5% in either dimension. Thickness and pile height may also vary slightly between pieces.

2. Made-to-Order and Lead Times

Most of our rugs are crafted to order. Production lead times are stated on each product page and typically range from 8 to 16 weeks depending on size, complexity, and artisan availability. These are estimates, not guarantees — handknotting is a slow, deliberate process and we will not rush the craft.

Once production has begun on your order, it cannot be cancelled, modified, or refunded for change-of-mind reasons. If you wish to cancel before making begins, please contact us at contact@monolithandheart.com as soon as possible.

A small number of pieces may be available as ready-to-ship stock. These will be clearly marked on the product page.

3. Pricing and Orders

All prices are displayed in your local currency at checkout where available, otherwise in USD. Taxes, duties, and shipping are calculated at checkout and shown before you confirm your order.

We reserve the right to:

  • Correct pricing errors or typographical mistakes at any time.
  • Decline or cancel an order if an item is mispriced, out of stock, or unavailable.
  • Refuse service to anyone for any lawful reason.

If we cancel your order after payment has been processed, you will receive a full refund.

4. Payments

Payments are processed securely through Shopify Payments and other authorised payment gateways. We do not store your full card details. By placing an order, you confirm that you are authorised to use the selected payment method and that the billing information you provide is accurate.

5. Shipping and Customs

We ship globally from India. Shipping costs and estimated delivery times are calculated at checkout based on your destination.

For international orders, your shipment may be subject to import duties, taxes, and customs fees imposed by the destination country. These charges are your responsibility and are not included in the product price or shipping cost unless explicitly stated at checkout. We recommend checking your country's import regulations before placing an order.

Customs processing may add additional time to your delivery. We are not liable for delays caused by customs authorities.

6. Returns

Our returns policy is available separately at monolithandheart.com/pages/returns. Made-to-order rugs are generally not eligible for return unless they arrive damaged or defective. Please review the returns policy before placing your order.

7. Intellectual Property

All content on this website — including product photography, imagery, copy, logos, branding, layout, and design — is the property of Monolith & Heart and is protected by intellectual property laws. You may not reproduce, distribute, modify, or use any content from this site without our written permission.

8. User Accounts

If you create an account, you are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You agree to notify us immediately of any unauthorised use of your account.

9. Reviews and User-Generated Content

If you submit a product review or other content, you grant us a non-exclusive, royalty-free licence to display, reproduce, and use that content on our website and marketing channels. You confirm that your content is accurate, original, and does not violate any third-party rights. We may remove or edit content at our discretion.

10. Prohibited Conduct

You agree not to:

  • Use our website for any unlawful purpose.
  • Attempt to gain unauthorised access to our systems or data.
  • Interfere with the proper functioning of the website.
  • Use automated tools to scrape, copy, or extract content without permission.
  • Place fraudulent or bad-faith orders.

11. Limitation of Liability

To the maximum extent permitted by law, our total liability for any claim arising from your use of our website or products shall not exceed the amount you paid for the relevant order.

Nothing in these Terms excludes, limits, or modifies any statutory rights you may have under applicable consumer protection laws in your country of residence, including rights that cannot be excluded by contract.

We are not liable for:

  • Indirect, incidental, or consequential damages.
  • Loss of profit, revenue, or data.
  • Delays caused by events beyond our reasonable control, including artisan availability, shipping disruptions, customs processing, or force majeure events.

12. Force Majeure

We are not responsible for delays or failures in performance caused by circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, war, civil unrest, government actions, labour disputes, supply chain disruptions, or failures of third-party service providers.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Any dispute arising from these Terms or your use of our website shall first be attempted to be resolved through good-faith negotiation. If unresolved, the dispute shall be subject to the exclusive jurisdiction of the courts of Jhunjhunu, Rajasthan, India.

Nothing in this section affects any statutory consumer rights you may have in your country of residence.

14. Changes to These Terms

We may update these Terms from time to time. The current version will always be posted on this page with a revised "Last updated" date. Your continued use of the website after changes are posted constitutes acceptance of the updated Terms.

15. Contact

If you have any questions about these Terms, please contact us at contact@monolithandheart.com, or write to us at Monolith & Heart, 265 House of Owls, Jhunjhunu, Rajasthan 333001, India.