Cancellation Policy

1. Standard Catalog Orders

You may cancel any standard catalog rug order free of charge within 24 hours of placement, provided the package has not already been sealed and handed over to the courier. Once dispatched, orders cannot be cancelled in transit and must be handled under our standard 7-day return policy upon delivery.

2. Bespoke Custom Rugs & Commissioned Designs

Because custom rugs require dedicated material preparation, colour development, and production planning specifically for your design, the following cancellation schedule applies:

• Prior to Production Approval: Full refund minus any material sampling or preparation costs already incurred.
• Once Production Begins: Custom commissions cannot be cancelled or refunded as materials have been allocated and artisans have begun work specifically for your project.

3. Cancellations Initiated by Loom & Legacy

We reserve the right to cancel an order due to unserviceable delivery locations, unforeseen quality defects detected during pre-dispatch clipping, technical inventory discrepancies, or suspected payment fraud. In such rare instances, the patron will be notified immediately and a 100% refund will be issued.

4. Requesting a Cancellation

Please contact us immediately via phone or email quoting your order reference: