Refund policy

Rugkey

Effective date: 16 September 2026

Contact: support@rugkey.com

  1. Overview Rugkey rugs are manufactured to order. Production typically takes 30–45 days after payment is confirmed, depending on size and design.

This policy has two separate parts:

A. Cancellation while your order is in production

B. Damage or manufacturing defect when the rug is delivered

Please read both. They are not the same.

  1. Cancellation during production (40 / 60) Because your rug is made for your order, cancellation after payment is limited.

If you cancel after payment and before the rug has shipped, while production is under way:

  • Forty percent (40%) of the amount paid for the product is non-refundable. This covers materials and workshop time already committed to your order.
  • Sixty percent (60%) of the amount paid for the product may be refunded to the original payment method.

Shipping charges, if paid, are not refunded on cancellation.

How to cancel Email support@rugkey.com with your order number and a clear request to cancel. We will confirm whether production has started and the refund amount under this section.

Once the rug has shipped, this cancellation section no longer applies. After delivery, only section 3 may apply.

  1. Damage or defect on delivery This section applies only if the rug arrives damaged in transit or has a manufacturing defect. It does not apply to change of mind, colour preference on a different screen, or size chosen in error.

Report the issue within 7 days of delivery by emailing support@rugkey.com. Include:

  • your order number;
  • a short description of the problem;
  • clear photographs of the outer packaging;
  • clear photographs of the full rug; and
  • close photographs of the damaged or defective area.

We may ask for additional photos or a short video of the specific fault. You do not need to submit a continuous recording of the entire unboxing.

Keep all packaging until we have responded.

If we verify shipping damage or a manufacturing defect, we will, at our discretion, repair the rug, replace it, or issue a refund. Remedies for verified damage or defect are handled under this section and are not limited to the 60 percent figure used for cancellation during production.

If a return is required and the fault is ours, we will provide return instructions and cover reasonable return shipping. If the claim is not approved, the rug remains yours and no refund is due under this section.

  1. What is not eligible for return or refund after delivery Made-to-order rugs are not accepted for return or refund after delivery for:
  • change of mind;
  • dislike of colour, texture, or design after seeing the rug in your room;
  • wrong size ordered by mistake;
  • delays within the stated 30–45 day production window; or
  • damage caused after delivery by improper care, misuse, pets, cuts, burns, water damage from misuse, or use with incompatible pads.

  1. Colour and handmade variation Colours may vary by device and lighting. Slight variation from product photography can occur and is not a defect.

  2. How refunds are paid Approved refunds are returned to the original payment method. Processing time depends on your bank or card provider after we issue the refund.

  3. Contact Questions about cancellation, damage, or refunds: support@rugkey.com Include your order number in every message.