Refund policy

Returns, Damage & Refunds

Every rug is made for your order. If it arrives damaged or differs from what we confirmed, we’ll put it right with a replacement or refund, according to your preference.

Damaged, faulty or incorrect rugs

Please email hello@monolithandheart.com with:

  • Your order number.
  • A description of the problem.
  • Photographs of the rug and packaging, where possible.

Please let us know as soon as you notice the issue. Photographs help us understand what happened, but do not replace or limit your legal rights.

We will review the issue with you and arrange a replacement or refund. You will not be charged for necessary return shipping or replacement delivery when the rug is damaged, faulty or incorrect.

Please contact us before sending anything back so we can arrange the appropriate return method and address.

Change-of-mind returns

We do not offer voluntary change-of-mind returns for rugs made to your agreed custom specifications.

For other made-to-order rugs, our policy is also not to offer voluntary change-of-mind returns. However, where applicable consumer law gives you a cancellation or return right, we will honour it.

Please check your measurements, chosen design and order details before purchasing. We are happy to help you choose before your rug goes into production.

Handmade variations

Small variations in texture, colour and dimensions can occur in handmade rugs. Product photographs may also appear different across screens and lighting conditions.

These characteristics do not excuse a fault or a material difference from the description or specifications we confirmed.

Refunds

Approved refunds are returned to the original payment method. We will confirm when your refund has been issued. The time it takes to appear in your account depends on your bank or payment provider.

Where a statutory refund deadline applies, we will follow it. We will not require you to accept store credit instead of a refund you are entitled to receive.

Nothing in this policy limits your statutory consumer rights.