Thank you for shopping with Daluun! We’re committed to ensuring you love your rug — but we understand that sometimes things don’t go as expected. Please read our Returns & Refunds Policy carefully to understand how returns and refunds work at Daluun.

1. What Items Are Eligible for Return

Due to the custom and made-to-order nature of most of our rugs, returns are generally not accepted unless there is a manufacturing defect or damage on arrival. If your rug is:

Damaged during shipping
Defective or significantly different from what was ordered

…we will gladly accept a return or provide a replacement, subject to verification.

Please note: Customized bespoke rugs cannot be returned for change­of­mind. This is because every rug is crafted specifically for you.

2. How to Request a Return

To start a return or report a damaged/defective item:

1. Contact our Customer Support team within 7 days of delivery.

2. Send clear photos of the issue along with your order number to: support@daluun.com

3. Our team will review your request and guide you through the next steps.

We aim to reply within 2 business days.

3. Return Conditions

To qualify for a return:

• The rug must be in the same condition as received (except for the defect).

• All packaging materials and tags should be included.

• You must provide proof of purchase (order number or invoice).

Returns that do not meet these conditions may be refused.

4. Shipping Costs for Returns

• If your rug is confirmed defective or damaged, Daluun will cover the cost of return shipping.

• For any other returns (if eligible), return shipping costs may be your responsibility.

Please wait for our confirmation before shipping any item back.

5. Refunds

Once your return is received and approved:

• Refunds will be issued using the original payment method.

• It may take up to 10–14 business days for your bank or card issuer to process the refund after we complete our review.

6. Exchanges

If you want to exchange your rug due to a confirmed defect or damage:

• We’ll arrange a replacement at no extra cost once your return is approved.

• Exchanges are subject to product availability.

7. Final Sale & Non-Returnable Items

Certain products or services from Daluun may be marked as final sale or non-returnable. These include:

• Fully customized bespoke orders with no defects

• Items sold as clearance

If this applies, it will be stated clearly at the time of purchase.

8. Questions? We’re Here to Help!

If you have questions about a return, refund, or exchange:

📧 Email: support@daluun.com
📱 You can also visit our Contact Us page for live assistance.

Your satisfaction is important to us — we’ll do our best to help every step of the way.

Policy Updates

Daluun may update this policy from time to time. Any changes will be reflected on this page with an updated date.