Refund policy

All sales are final. Every PersonalizeRug rug is a one-of-a-kind custom order — designed for you, approved by you, and handmade to your exact specifications. Because your rug cannot be resold, we do not accept returns, exchanges, or change-of-mind refunds under any circumstances.

Before production: you review and approve a final design proof before weaving begins. This is the time to request changes — size, colors, or the design itself. Orders may be cancelled for a full refund only before you approve the design proof; once production starts, the order cannot be cancelled or refunded.

Natural variation: handmade rugs may show minor variations in color, texture and detail versus the on-screen preview. These are characteristics of handcraft, not defects, and are not grounds for a refund.

Damaged or incorrect items: if your rug arrives damaged in transit, or is materially different from the design proof you approved, this is not treated as a return — email info@personalizerug.com within 7 days of delivery with photos and we will remake the rug or refund you. Claims made after 7 days cannot be accepted.