Refund & Cancellation Policy

Overview

At Detara Rugs, every rug is custom-made and handcrafted to customer specifications. Because each order is produced specifically for the customer, cancellation and refund eligibility depends on the stage of production.

This Refund & Cancellation Policy forms part of the Detara Rugs Terms of Service.

1. Before Production Begins (Pre-Production Phase)

After your order is placed and deposit is paid, Detara begins the pre-production phase, which includes design confirmation, specification review, and final approval.

During this phase, you may cancel your order for a full refund, provided production has not started.

Exceptions may apply in cases involving fraud, abuse, chargeback abuse, or other unlawful activity.

2. After Production Has Started

Production begins once:

• your deposit has been received and cleared; and
• you have explicitly approved the final design and specifications.

Once production has started, cancellation requests will be reviewed on a case-by-case basis.

Any refund after production has started may be reduced to reflect:

• materials already purchased
• artisan labour already completed
• production progress at the time of cancellation

Detara reserves the right to determine refund eligibility and refund amounts acting reasonably and in good faith.

3. After the Rug Has Been Fully Woven

Once a rug has been fully woven, the order is considered substantially fulfilled.

Orders are no longer cancellable and are generally non-refundable, except where required by applicable law or where covered under Section 4 of this policy.

4. Incorrect Delivery, Shipping Damage, or Manufacturing Defects

Refunds, replacements, or repairs may be offered if:

• the wrong rug was delivered
• the rug arrived materially damaged during shipping
• the rug contains a significant manufacturing defect

Claims relating to incorrect delivery, shipping damage, or manufacturing defects must be submitted within 7 days of delivery.

Claims must include reasonable supporting evidence, such as photographs and/or videos.

After reviewing the claim, Detara may, at its discretion:

• repair the issue
• replace the rug
• offer a partial refund
• offer a full refund

Minor variations in dimensions, colour tone, texture, knot density, or pattern detail are inherent characteristics of handcrafted rugs and are not considered defects.

Minor differences between digital previews and the final handcrafted rug are also not considered defects.

5. Refund Method and Processing Time

Approved refunds will generally be issued via the original payment method, unless otherwise determined by Detara.

Refunds to card payments may be processed through Stripe or other payment processors.

Refund processing times depend on the payment provider or banking institution and may take 5–14 business days after approval.

6. Contact Us

For cancellation requests or refund claims, contact:

Email: support@detararugs.com
Website: https://www.detararugs.com