Refund policy


Return & Refund Policy

Last updated: October 2026

Every rug from Atlas & Loom is handwoven to order by artisans in Morocco's Atlas Mountains. Because your rug is made specifically for you after you place your order, we are unable to accept returns for change of mind, wrong size selection, or color preference.

We stand behind our work. If anything is wrong with your order, we will make it right.

What we cover

Damaged in transit

If your rug arrives with visible damage from shipping, contact us within 7 days of delivery with photos. We will send a replacement or issue a full refund — your choice. Keep the original packaging until the claim is resolved.

Wrong item received

If you receive the wrong design or wrong size, contact us within 7 days of delivery with photos. We will send the correct rug at no cost and arrange pickup of the incorrect one.

Manufacturing defect

If your rug has a defect in the weaving (holes, unraveling, structural issues beyond normal handmade variation), contact us within 30 days of delivery with photos. We will replace it or refund you in full.

Color differences

Handwoven rugs use natural wool, and colors may appear slightly different in person than on screen due to monitor settings, lighting, and the natural variation of hand-dyed wool. Minor color variation is a characteristic of handmade rugs, not a defect. If you feel the rug looks significantly different from the product photos, contact us within 7 days with photos taken in natural daylight and we will work with you to find a fair resolution.

What is not covered

Because every rug is woven to order after purchase, we are unable to accept returns for:

  • Change of mind or buyer's remorse
  • Incorrect size selection by the customer
  • Color preference (unless significantly different from photos)
  • Normal characteristics of handmade rugs: slight variations in size (up to 2 inches), natural color variation (abrash), minor asymmetry in pattern, and wool shedding during the first weeks of use

Rug pads and accessories

Rug pads and non-custom accessories can be returned unused and in original packaging within 30 days for a full refund. Contact us to initiate the return.

Return shipping

If we need the rug returned (for a defect or wrong item claim), we arrange and pay for the return pickup from your address. You never pay for return shipping on a valid claim.

Refund processing

Once we receive and inspect a returned item, or approve a refund without requiring a return, your refund will be processed to your original payment method within 5–10 business days. The exact timing depends on your payment provider.

Cancellations

If you need to cancel your order, contact us as soon as possible.

  • Within 24 hours of placing your order: full refund.
  • After 24 hours but before weaving has begun: full refund.
  • After weaving has begun: we are unable to offer a refund because materials have been cut and work has started. We will provide photos of the rug in progress.

Contact us

For any return, refund, or quality concern:
Email: support@atlasandlooms.com

Phone: +61293652088
Address: 6 Belyando Street, Holmview 4207

Please include your order number and clear photos of the issue. We respond within one business day.