Return & Refund Policy

1. Ready-to-Ship Collections

For rugs purchased directly from our ready-to-ship collections, we offer a 14-day return window from the date of delivery. If you are not entirely satisfied with your purchase, you may initiate a return, provided the item meets our return conditions.

Return Conditions:

• The rug must be completely unused, unwashed, and in its original condition.
• It must be returned in the original packaging or equivalent secure packaging to prevent transit damage.
• A return shipping and restocking fee of 10% of the rug’s value will be deducted from your final refund amount.

2. Custom Studio & Bespoke Orders

Due to the highly personalized and handcrafted nature of our Custom Studio pieces, we do not accept returns, exchanges, or cancellations on bespoke orders once weaving has commenced.

Every custom rug is meticulously crafted to your specific dimensions, color palette, and design preferences. We ensure that you are heavily involved in the approval process before production begins, mitigating the need for returns.

3. Damaged or Defective Items

Quality is our highest priority. All rugs undergo strict quality control before dispatch. However, if your rug arrives damaged or with a verified manufacturing defect, please contact us within 48 hours of delivery.

To report a damaged item, email hello@reknott.com with your order number and clear photographic evidence of the damage. Once verified, we will arrange for a prompt replacement or professional repair at our expense.

Note: Natural shedding, slight color variations, and minor size discrepancies (+/- 5%) are inherent to handmade textiles and are not considered defects.

4. Initiating a Return

To initiate a return for an eligible ready-to-ship item, please contact our support team at hello@reknott.com. We will provide you with a return authorization and instructions on how to prepare the package for our courier partner.

Refunds are processed within 7-10 business days after the returned item passes our studio inspection. The funds will be credited back to your original method of payment.