Refund policy

 

Refund & Returns Policy

At Atlas Artisan Rugs, we take great care in creating each rug by hand. We want you to be completely satisfied with your purchase, and we are here to support you if something isn’t quite right.

Please review our refund and returns policy below.

Returns Eligibility

Because our rugs are handcrafted and made to order, we accept returns under the following conditions:

  • Returns must be requested within 30 days of delivery

  • The rug must be unused, unwashed, and in original condition

  • The rug must be returned in its original packaging

Each piece is individually made, and slight variations in color, pattern, and texture are a natural part of the handmade process and are not considered defects.

Non-Returnable Items

We are unable to accept returns for:

  • Rugs that show signs of use, wear, or damage

  • Rugs that have been altered or customized beyond standard sizing

  • Rugs returned without prior approval

How to Request a Return

To initiate a return, please contact us through our Contact page within 30 days of receiving your order.

Please include:

  • Your order number

  • A brief explanation of the return request

Once approved, we will provide return instructions.

Return Shipping

  • Return shipping costs are the responsibility of the customer

  • We recommend using a tracked and insured shipping service

  • Atlas Artisan Rugs is not responsible for items lost or damaged during return shipping

Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within 5–7 business days

  • Original shipping costs are non-refundable

You will receive a confirmation email once your refund has been completed.

Damaged or Defective Items

If your rug arrives damaged or with a manufacturing defect, please contact us through our Contact page within 48 hours of delivery.

Please include:

  • Photos of the damage

  • Your order number

We will assess the issue and arrange a replacement or refund where appropriate.

Exchanges

At this time, we do not offer direct exchanges.
If you would like a different rug or size, please initiate a return (if eligible) and place a new order.

A Note on Handmade Products

Each rug is handcrafted using traditional techniques, making every piece unique. Minor variations in color, size, and design are a reflection of authentic artisan craftsmanship and not considered defects.