Refund policy

Thank you for supporting Off The Cut. As each rug is handmade, please read the following policy carefully before placing an order.

Custom Orders

A 24-hour cooling-off period applies to all custom orders.

Customers may cancel their custom order and receive a full refund within 24 hours of placing the order.

After the 24-hour cooling-off period has ended, work may have already begun on the design, sourcing, or production of your rug. For this reason, custom orders cannot be cancelled, returned, or refunded after this period.

Production Times

Custom rugs are handmade to order and can take several weeks to complete.

Estimated completion and delivery times are provided as a guide only and may vary depending on workload, design complexity, material availability, and other factors.

By placing a custom order, customers acknowledge that production times may vary and delays do not automatically qualify for a refund.

Returns for Custom Rugs

If you believe your custom rug has arrived damaged, defective, or significantly different from the agreed design, please contact Off The Cut within 7 days of delivery.

Photographs and supporting evidence must be provided so the issue can be assessed.

Where appropriate, a repair, replacement, partial refund, or full refund may be offered.

As all rugs are handmade, minor variations in colour, texture, size, and finish are normal and do not qualify as defects.

Pre-Made Rugs & Products

If a pre-made rug arrives damaged, faulty, or is lost during delivery, please contact Off The Cut within 7 days of the expected delivery date.

Photographs, tracking information, and any other supporting evidence may be requested.

If a claim is approved, a replacement, repair, or refund may be offered.

Damaged Items

If your order arrives damaged, please retain all packaging and provide clear photographs of:

• The damaged item
• The packaging
• Any visible damage to the parcel

Failure to provide sufficient evidence may affect our ability to process your claim.

Refund Processing

Approved refunds will be processed back to the original payment method.

Please allow 5–10 business days for funds to appear in your account after the refund has been issued.