Return and Refund Policy

Loom and Hearth Studio LLC
Effective date: March 29, 2026
Last updated: March 29, 2026

1. Our commitment

We want every piece you receive to be exactly right. That is why we offer pre-shipment verification on every order, so you can review the exact item in natural light before payment is captured and before anything ships. If you take advantage of that process, the likelihood of a return is significantly reduced.

If something is still not right after delivery, this policy explains exactly what you are entitled to, how to request a return, and what happens next. Nothing in this policy removes or limits any rights you have under the consumer protection laws of your country of residence.

2. Return window

You have 14 days from the date of confirmed delivery to request a return.

The delivery date is determined by the tracking record from the carrier. If you have not received a delivery confirmation but believe your item has arrived, contact us at [email protected] and we will verify with the carrier.

Requests received after 14 days from confirmed delivery will not be accepted, except where required by applicable consumer protection law in your country.

3. Items that are eligible for return

To be accepted for return, an item must meet all of the following conditions at the time it is received back in Morocco:

• Unused and in the same condition as delivered
• Unwashed and unaltered - no cleaning, trimming, cutting, or modification of any kind
• Free of embedded pet hair in the pile or fringe
• Free of absorbed smoke, strong perfume, or other odour not present at delivery
• Rolled and packaged with reasonable care for return transit

Items that do not meet these conditions will not be accepted for return and will be sent back to you at your expense.

4. Items that are not eligible for return

The following are not eligible for return:

Custom or bespoke orders. If an item was sourced, reserved, or modified specifically for you at your request, it is not eligible for return unless it was materially misdescribed.

Items damaged after delivery. Damage caused by use, cleaning, pets, moisture, or improper storage after the item has been delivered is not eligible for return.

Natural variation. Handmade products show inherent variation in knot density, colour consistency, and pattern symmetry. These are characteristics of authentic handcraft and are not defects. Variation of this kind is not grounds for return. Our product descriptions and pre-shipment verification process exist specifically to show you these qualities before you commit.

Minor wear disclosed in the listing. Some vintage and ONE OF A KIND pieces have minor condition notes - light pile wear, small repairs, slight fading - disclosed in the product description. Returning an item solely for a disclosed condition that was accurately described in the listing is not accepted.

5. What qualifies as a material misdescription

A material misdescription is a significant factual error in the product listing that a reasonable buyer would have relied on when making their purchase decision, and that is meaningfully different from the actual item received.

Examples that qualify:

• Dimensions stated as significantly larger or smaller than the actual item (more than 10% variance)
• A pile rug described and sold as a flatweave, or vice versa
• An item described as having no repairs that has a visible, significant repair
• A material error - for example, an item described as wool that is primarily synthetic

Examples that do not qualify:

• Colour appearing slightly different on your screen than in photographs (this is why we offer pre-shipment video)
• Natural variation in pattern or weave density inherent to handmade production
• Minor tonal differences in areas of abrash that were visible in photographs

If you believe your item was materially misdescribed, contact us before returning. Do not ship the item back without speaking to us first. We will review your claim and respond within 3 business days.

6. How to request a return

Step 1. Email [email protected] within 14 days of confirmed delivery. Use the subject line "Return Request Order [your order number]."

Step 3. We will review your request and respond within 3 business days. We will either approve the return and provide return instructions, request additional information, or explain why the return does not qualify under this policy.

Do not ship the item back before receiving written approval from us. Unapproved returns will not be accepted and cannot be refunded.

7. Return shipping

Buyer-paid returns

In most cases, return shipping is at your expense. This includes:

• Returns where you have changed your mind
• Returns where the item matches its description but is not what you expected
• Returns due to colour or size perception that was not resolved via the pre-shipment verification offer

You are responsible for choosing a carrier, paying for shipping from your location back to Morocco, and ensuring the item is adequately packaged to arrive without damage. We strongly recommend using a tracked and insured service. Loom and Hearth Studio LLC is not responsible for items lost or damaged in return transit.

Returns we cover

If your return is approved on the basis of material misdescription, we will provide a prepaid return shipping label or reimburse your documented return shipping cost up to a reasonable amount for the destination. We will confirm the arrangement in writing before you ship.

8. Packaging your return

Rugs must be rolled pile-side inward and wrapped securely. Use sturdy outer packaging suitable for international transit. If the item arrives back in Morocco in a damaged state due to inadequate packaging, we reserve the right to reduce the refund amount to reflect the damage, or in cases of severe damage, to decline the refund.

If you need guidance on how to package your item for return, email us and we will advise.

9. Refunds

Timeline

Once we receive your return and confirm the item meets the eligibility conditions in section 3, we will issue your refund within 5 business days.

Method

Refunds are issued to the original payment method used for the order. We cannot issue refunds to a different card or account.

Amount

Full refund: Issued when the item is returned in eligible condition and the return was approved.

Partial refund: We reserve the right to issue a partial refund if the returned item shows signs of use, odour, or damage not present at delivery that reduce its resale value. We will notify you of any deduction and the reason before processing.

Return shipping costs: Original shipping costs are non-refundable. If a separate shipping charge was agreed for your order, that amount is not included in your refund.

Processing time

After we process the refund, the time for funds to appear in your account depends on your card issuer or payment provider typically 3 to 10 business days. This is outside our control.

10. Exchanges

Exchanges are available subject to current inventory. Because many of our rugs are ONE OF A KIND pieces, a direct exchange for the same item is not possible but if you are interested in a different piece from the collection, contact us before returning and we will do our best to find a suitable alternative.

To request an exchange, email [email protected] with your order number and the item you have in mind. We will confirm availability and hold the alternative item for you while your return is in transit.

11. Items damaged in transit to you

If your item arrives visibly damaged meaning the damage occurred during international shipping and is not a result of use after delivery contact us within 48 hours of delivery with:

• Your order number
• Photographs of the damaged item
• Photographs of the outer packaging

We will open a carrier investigation and work toward a resolution replacement where possible, or a full refund if a replacement cannot be sourced. Do not discard the packaging until the investigation is resolved, as the carrier may require it as evidence.

12. Pre-shipment verification and returns

We offer a pre-shipment video verification on every order. Before payment is captured and before your item ships, we send you a video of the actual piece in natural Moroccan light showing colour, texture, pile height, and size in context.

Accepting this offer is the most effective way to ensure you are completely happy with your purchase before it leaves Morocco. If after watching the video you have any concerns about colour, scale, texture, or anything else tell us before confirming. That is the right moment to raise it.

If you accepted the pre-shipment verification and confirmed you were happy with the item, and subsequently return it for reasons visible in the verification video, that will be taken into account when assessing your return. This does not remove your right to return within 14 days but it is relevant to whether a return shipping cost exemption applies.

13. Your statutory rights

Nothing in this policy excludes or limits rights you have under the consumer protection laws of your country of residence. Where those rights provide for a longer return window, a different standard of proof, or other protections not covered here, those rights apply in addition to this policy.

If you are unsure about your rights, contact us we will deal with you fairly.

14. Contact

For return requests, questions about this policy, or anything related to an order:

Loom and Hearth Studio LLC
Address: 5830 E 2ND ST, STE 7000 #34442, CASPER, WY 82609
Email: [email protected]
Complaints are handled by email only at [email protected].
Subject line: Return Request Order [your order number]

We aim to respond to all return-related enquiries within 3 business days.