Made for you, one loop at a time
Every eTufted rug is a custom, made-to-measure order, made in Pakistan by skilled artisans. It is hand tufted, hand cut and hand finished just for you, in the size, shape, colours and design you choose. Because a rug made for you cannot be resold to anyone else, our policy is different from an ordinary store. We cannot accept change-of-mind returns, and refunds are only possible if you cancel within 48 hours of placing your order. If your rug arrives faulty, damaged or different from your approved design, we will work with you on a resolution rather than a refund. This page explains when you can cancel, what we can fix, and how exchanges work.
At a glance
Refunds are only given for cancellations within 48 hours of ordering. For delivered rugs we always offer a resolution first. If you decline it and return the rug, 50% of the total cost is not refunded and you pay return shipping.
How your order is made
Why timing matters
Order placed
You choose a design or send us your own idea, with your size and colours.
Design approval
We send a design preview. Nothing is made until you approve it in writing.
Hand tufting
Yarn is dyed or chosen, the backing is cut to your size, and your rug is tufted by hand.
Hand cut & shipped
Your rug is hand cut, carved, backed and checked. We send you photos of the finished rug, then dispatch it from Pakistan.
Cancellations & changes
Custom orders are final once confirmed
Work on your rug starts soon after you order: we create your design, source and prepare yarn and backing, and book time with our artisans. None of this can be reused for anyone else, so please be sure of your order before you place it. You can cancel for a full refund within 48 hours of placing your order. After that, your order is final and no refunds are given.
Within 48 hours of ordering
Full refund
If you cancel within 48 hours of placing your order, we refund the full amount you paid, no questions asked.
After 48 hours
No refunds
Your rug is already being designed and made by hand to your exact specification, so the order is final and cannot be cancelled or refunded, for any reason, including a change of mind.
How to cancel: email etuftedrugs@gmail.com with your order number and the word “Cancel” in the subject. Cancellations must be made in writing, and we will confirm by email. Design, size, shape and colour changes are only possible before you approve your design.
Address corrections: you can correct your shipping address any time before your rug is dispatched. Once it has shipped, we may not be able to redirect it.
Returns
What we will put right
We will find a resolution
- The rug has a manufacturing fault, such as loose tufts, a defective backing or edge, or a construction flaw.
- The design, size or colours differ clearly from the design you approved.
- The parcel was damaged in transit and the rug inside was affected.
Please ask for approval at etuftedrugs@gmail.com before sending anything back. In every case we will offer you the best possible resolution, such as repairing or correcting the rug. If you do not accept our resolution and return the rug instead, 50% of the total cost is not refunded, because every rug is custom made, and the return shipping fee is your responsibility.
We cannot accept
- Change-of-mind returns, or a rug that does not suit your room after delivery.
- A size, shape or colour that matches what you ordered and approved.
- Natural features of a handmade rug (see below).
- Rugs that have been used, washed, cut, altered or damaged after delivery.
- Rugs sent back without our written approval.
Handmade means unique
Every rug is tufted and cut by hand, so no two are exactly alike. Small variations are a normal part of handmade work and are not considered defects, including:
- a final size within ±3% of the ordered size, and slight differences in hand-cut edges and curves;
- small colour differences between your screen and the real yarn, or between yarn batches;
- minor shedding of loose fibres in the first weeks, which settles with regular vacuuming;
- fold lines from packing, which relax after the rug lies flat for a few days.
If you need a colour matched exactly, ask us for a yarn swatch photo before approving your design.
How to report a problem
Four steps, start to finish
01
Write to us quickly
Email etuftedrugs@gmail.com within 48 hours of delivery for transit damage, or within 7 days for a defect. Include your order number, what is wrong, and clear photos or a short video of the rug and the packaging. If the parcel looks badly damaged on arrival, photograph it before opening and note it with the courier.
02
Wait for our review
We compare the rug with your approved design and reply with a decision. For size claims, we may ask for photos of the rug measured with a tape measure.
03
Send it back, if asked
Many issues can be solved without a return. If we do need the rug back, we will send instructions. Please use tracked shipping and share your tracking number.
04
We provide a resolution
We always offer the best possible resolution, such as a repair or correction. If you decline it and return the rug, we refund 50% of the total cost once it arrives back with us. Return shipping is your responsibility.
Please inspect your rug as soon as it arrives and contact us before using, washing, trimming or altering it. We review every request individually and may decline one that does not meet the conditions on this page.
Refunds & exchanges
When refunds apply
If you cancel within 48 hours of ordering, we refund you to the card or account you paid with within 7–10 business days. Your bank or payment provider may take a few extra days to show it on your statement.
After 48 hours, no refunds are given. When an issue with a delivered rug is confirmed, we provide a resolution, such as a repair or correction, rather than a refund. If you choose not to accept the resolution we offer and return the rug, 50% of the total cost is not refunded, because your rug was custom made for you, and the return shipping fee is your responsibility. The original shipping fee is not refundable once your rug has been delivered successfully.
Import duties and taxes on international orders are charged by your local customs authority, not by eTufted Rugs, so we cannot refund them. If duties are not paid or a delivery is refused, the carrier may return or dispose of the parcel, and we cannot offer a refund or exchange.
Made in Pakistan
Handmade by Pakistani artisans
Every eTufted rug is designed, hand tufted, hand cut and finished in our workshop in Pakistan, a country with a long tradition of rug making. Your rug is made only after you order it, and it is shipped to you directly from Pakistan.
Because rugs ship internationally, delivery times depend on the courier and on customs in your country. Any import duties or taxes are set by your local customs authority and are paid by the customer.
Made in Pakistan
Hand tufted · Hand cut · Made to order
Business, logo & bulk orders
Logo rugs for shops, offices and events
Large and multi-rug orders are made to an agreed schedule, so their cancellation and change terms are set out in your written quote. If one rug in a bulk order arrives faulty, we will provide a resolution for that rug. An issue with one rug does not make the whole order eligible for an exchange or refund.
Our promise
Questions before you order?
If you are unsure about size, shape, colours or timing, write to us before you approve your design. It is the surest way to get a rug you love, and we answer every question personally. You can also read our FAQs or start a custom rug.
This policy does not affect any rights you have under the consumer laws of your country.
Get in touch
Contact page
Track an order