Refund Policy

Ready-made rugs

Request a change-of-mind return within 14 days of delivery or pickup. The rug must be unused, unwashed, and in its original condition. The buyer pays return postage for a change-of-mind return, and the original delivery charge is not refunded unless required by law. A return address and instructions will be provided by email. Do not send a return to an unconfirmed address.

Custom orders and deposits

A 50% deposit is required only after the written quote and design are approved. You may cancel by contacting us within 48 hours after the deposit payment for a full refund of the deposit. We use the time your cancellation message is sent to determine whether it is within that window.

After 48 hours, the deposit is nonrefundable for change-of-mind cancellation. Custom orders are otherwise final sale and cannot be returned for a change of mind. These limits do not apply to refunds or other remedies required by law, or prevent us from resolving a defective, damaged, incorrect, or unfulfilled order as described below.

Damaged, defective, incorrect, or missing orders

Email g@stillsidetracked.com with your order reference and a description of the issue. Photos are helpful if available. We will investigate and offer an appropriate repair, replacement, or refund consistent with your legal rights. Return shipping for a confirmed defect or our fulfillment error is our responsibility. Change-of-mind time limits and custom-order exclusions do not restrict mandatory rights.

Delays or cancellation by the shop

If we cannot fulfill your order, we will refund the unfulfilled order. If shipment is delayed, we will provide the required notice and cancellation option. When the law requires a full refund, it includes the deposit and applicable amounts paid for that order.

How refunds are paid

Approved refunds go to the original payment method where possible. We will confirm the amount and processing timing by email and meet applicable refund deadlines. Your bank may take additional time to post the credit. Contact g@stillsidetracked.com for help; do not send card details by email.

Nothing in this policy limits rights that applicable law gives you.