Return & Exchange Policy

Returns, Exchanges & Damages

Every Floorplay rug is made with intention — and, in most cases, made especially for you. 🧶

Because our rugs are handcrafted and produced in small batches or made to order, we do not accept returns or exchanges for change of mind, incorrect size selection, or personal preference.

That said, if your rug arrives damaged, incorrect, or with a genuine manufacturing defect, we’ll make it right. 🤎

 

 

🪡 Made-to-Order & Custom Rugs

All made-to-order and customised rugs are created specifically against your order and are therefore not eligible for return, exchange or cancellation once production has begun.

This includes:

  • Custom sizes

  • Custom colours

  • Custom shapes or designs

  • Material or pile customisations

  • Existing Floorplay designs produced specifically in your selected size or specification

We strongly recommend checking your measurements, colours and specifications carefully before confirming a custom order.

Not quite sure? Talk to us before ordering. Send us your room photograph, measurements or references and our team will be happy to help with sizing, colours and visualisation before your rug goes into production.

 

 

📦 Standard / Ready-to-Ship Rugs

Unless specifically stated otherwise on the product page, we do not accept returns or exchanges simply due to a change of mind, personal preference or incorrect size selection.

If you receive an incorrect product, a product damaged in transit, or a rug with a genuine manufacturing defect, please get in touch and we’ll assess the issue and arrange an appropriate resolution.

 

 

👀 Something Not Right When Your Rug Arrives?

Please give your rug a quick check as soon as it reaches you.

If your order has been damaged in transit, is incorrect, or has an immediately visible manufacturing issue, please contact us within 48 hours of delivery at floorplayindia@gmail.com.

Please send us:

  • Your order number

  • Clear photographs of the full rug

  • Close-up photographs of the affected area

  • Photographs of the outer packaging, if the rug arrived damaged

  • A short description of the issue

Please hold on to the original packaging until we've reviewed your request, wherever reasonably possible.

Once we receive the details, our team will assess the issue and get back to you with the next steps.

 

 

🔎 What Counts as a Manufacturing Defect?

A manufacturing defect is a fault in the construction or workmanship of the rug that materially affects its intended appearance, structure or use.

Once assessed and confirmed by our team, depending on the nature of the issue, Floorplay may offer:

Repair — where the issue can be professionally corrected.

Replacement — where repair isn't possible or appropriate.

Refund — where a suitable repair or replacement cannot reasonably be provided.

The appropriate resolution will depend on the nature of the issue and the individual order.

If Floorplay confirms that a return is required because of a manufacturing defect, incorrect item or transit damage attributable to us or our delivery partner, the approved return shipping cost will be borne by Floorplay.

 

 

🧶 Handmade Means Slightly Unique

No two handcrafted rugs are completely identical — and we think that's part of their charm.

Small variations naturally occur during hand-tufting, carving and finishing. These little differences are signs of a piece made by hand rather than a machine and are not considered manufacturing defects.

Shedding

Some shedding is normal, particularly with wool and hand-tufted rugs. Loose fibres generally reduce gradually with regular, gentle vacuuming.

Sprouting or Loose Fibres

Occasionally, an individual yarn may extend above the surface of the rug. It can simply be trimmed carefully with scissors.

Please don't pull the yarn. ✂️

Slight Variations in Shape & Dimensions

Because our rugs are made and finished by hand, very minor variations in dimensions, curves, edges or symmetry may occur.

A little imperfection is sometimes just proof that actual hands made it.

Colour Variation

Colours can appear slightly different depending on screen settings, photography, lighting conditions and dye batches. Minor colour variation is therefore not considered a defect.

For customised rugs, approved colour references and digital mockups are intended as visual guides. Exact on-screen colour matching cannot be guaranteed.

Texture & Pile Variation

Hand-tufted rugs may naturally show subtle variations in pile height, density, carving and texture — particularly where techniques such as loop pile, cut pile and sculpting are combined.

That's texture doing its thing. ✨

Creases or Roll Marks

Your rug may arrive with temporary creases or roll marks from packaging and transportation.

Lay it flat, give it a little time and these should naturally settle.

New-Rug Odour

A mild smell may sometimes be present when your rug is first unpacked. This is generally temporary and should dissipate with ventilation.

Fresh out of the workshop, quite literally.

 

 

🛠️ 6-Month Craftsmanship Warranty

Our hand-tufted rugs are covered by a 6-month limited craftsmanship warranty from the date of delivery.

The warranty applies to genuine manufacturing or construction defects that become apparent during normal residential use.

It does not cover:

  • Normal wear and tear

  • Natural shedding or sprouting

  • Stains, spills or accidental damage

  • Damage caused by pets

  • Burns, cuts or misuse

  • Damage caused by moisture, dampness or improper storage

  • Damage caused by incorrect cleaning methods

  • Damage resulting from vacuum beaters or aggressive brushes

  • Colour fading caused by prolonged direct sunlight

  • Natural variations associated with handmade rugs

  • Commercial or unusually heavy use unless specifically agreed upon at the time of purchase

If you notice a possible manufacturing issue after the initial 48-hour delivery inspection period but within the 6-month warranty period, email us with your order details and photographs.

We'll take a look and help figure out the best way forward.

 

 

📮 Sending Something Back?

Please don't ship a rug back to us without speaking to our team first.

Any return must be approved by Floorplay before dispatch and sent according to the instructions provided by our team.

Where applicable, the rug should be returned securely packed and in substantially the same condition in which it was received.

Floorplay cannot be responsible for products returned without prior approval or sent to an incorrect address.

 

 

💳 Refunds

If a refund is approved, it will be processed to the original payment method after the returned rug has been received and inspected, wherever a physical return is required.

Please allow approximately 7–10 business days after approval for the refund to be initiated. Your bank or payment provider may take some additional time to reflect the amount in your account.

Any refund relating to a confirmed defect, incorrect product or eligible order issue will be communicated clearly by our team before the return is arranged.

 

 

⏳ Order Cancellations

Because production may begin shortly after an order is confirmed, please get in touch with us as soon as possible if you need to request a cancellation.

For made-to-order or customised rugs, orders cannot be cancelled once production has begun.

If production hasn't started yet, email us at floorplayindia@gmail.com and we'll confirm whether cancellation is still possible.

 

 

💬 Not Sure Before Ordering? Ask Us.

Choosing the right rug can take a little figuring out — especially when size, colour and proportion come into play.

If you're unsure, talk to us before placing your order.

Send us your room photograph, measurements or references and we'll be happy to help you choose the right size, work through colours, or customise something specifically for your space.

For returns, damages or warranty queries:

floorplayindia@gmail.com

You can also reach us through WhatsApp or Instagram.

We'd much rather help you get the rug right before it reaches your floor. 🤎