Refund Policy

Availability and full refunds

The provision of goods and services by Mae Artisan Rugs is subject to availability. Where an item you ordered is unavailable, we will offer you an alternative or refund you in full within 30 days.

Return window

Returns must be made within 7 days of receiving your goods. We cannot accept returns after this 7 day window has passed.

Condition of returned goods

Refunds are processed after we inspect the returned goods. A refund is approved only if the rug is in as-new condition and can be booked back into stock, with no furniture marks, stains, or damage of any kind.

Handling fees

If you cancel an order, a handling fee of 10% applies. For domestic purchases that are returned, we retain a 15% handling fee to cover courier charges and the administrative costs incurred in fulfilling the order.

How to request a refund

You can request a refund from the account section of our website. Once the rug reaches our store, we assess its condition and process your refund as set out above. If you have any questions, contact our team through the support live chat on our website or email [email protected].

Cancelling an order

If your order is still pending, it cancels automatically after 60 minutes. If your order is already processing, you can cancel it from the account section of our website, or contact our team and we will help.