Refund policy

Last updated: September 30, 2026

Every Bond Street rug is made by hand, to order, in the size and fiber you choose. Because each piece is produced specifically for you, all sales are final. We do not accept returns or exchanges, with the single exception of goods that arrive damaged, as described below.

Order changes and cancellations

Production begins shortly after your order is confirmed. Once production has started, an order cannot be cancelled or changed. If you need to make a change, email us at hello@bondstreetrugs.com as soon as possible and we will let you know whether your rug has gone into production.

Damaged goods

If your order arrives damaged, we will make it right. To qualify, you must:

Email hello@bondstreetrugs.com within 14 days of delivery, including your order number.
Include clear photographs of the damage to the rug, the outer packaging and the shipping label.
Keep the rug and all original packaging until your claim is resolved.

Claims submitted after 14 days, or without documentation, cannot be accepted. Once we review and approve a claim, we will repair or replace the rug, or issue a refund, at our discretion. When a return is required for an approved claim, we will arrange and pay for return shipping.

Characteristics of handmade rugs

The following are natural features of hand-knotted, hand-loomed and handwoven rugs and are not considered damage or defects:

Variation in color and tone (abrash), especially in silk and naturally dyed fibers
Slight differences from colors shown on screen or in samples
Minor variation in finished dimensions, typically within 2 to 3 percent of the stated size
Shedding of loose fibers in new wool, alpaca and cashmere pile rugs
Sprouting (a single fiber rising above the pile), which can be trimmed with scissors
Small irregularities in edges, fringe or pattern that show the rug was made by hand