Returns & Refunds

At Daluun, every rug is crafted with care and, in many cases, made specifically to your selected dimensions, colors, and customization preferences. Because of the personalized nature of our products, our return and refund policy differs from traditional retail purchases.

We encourage customers to carefully review all order details before completing their purchase.

Custom & Made-to-Order Rugs

Most Daluun rugs are custom-made and produced according to individual customer specifications.

For this reason, custom and personalized orders are generally non-returnable and non-refundable once production has begun.

This includes:

• Custom dimensions
• Custom shapes
• Personalized colors
• Bespoke designs
• Special project orders
• Made-to-order rugs

Order Changes & Cancellations

If you need to modify or cancel your order, please contact us as soon as possible.

Orders may be changed or cancelled before production begins.

Once production has started, modifications or cancellations may no longer be possible.

Damaged or Defective Products

Customer satisfaction is extremely important to us.

If your order arrives damaged, defective, or incorrect, please contact our team within 7 days of delivery.

To help us review the issue, please provide:

• Your order number
• Photos of the product
• Photos of the packaging
• A brief description of the issue

Our team will assess the situation and work with you to provide an appropriate solution, which may include:

• Repair
• Replacement
• Store credit
• Refund (where applicable)

Incorrect Orders

If you receive an item that does not match your confirmed order specifications, please contact us within 7 days of receiving your order.

Our team will review the details and determine the most appropriate resolution.

Refund Eligibility

Refunds may be considered only in the following situations:

• The product arrives damaged or defective.
• The wrong item was delivered.
• The order cannot be fulfilled by Daluun.
• A cancellation request is approved before production begins.

Approved refunds will be processed using the original payment method whenever possible.

Non-Refundable Situations

Refunds will generally not be provided for:

• Change of mind
• Incorrect measurements provided by the customer
• Incorrect color selections approved by the customer
• Delays caused by shipping carriers or customs
• Normal variations in texture, color, or appearance resulting from handcrafted production
• Customized or bespoke products produced according to approved specifications

Color & Product Variations

Due to differences in screen settings, photography, materials, and handcrafted production techniques, slight variations in color, texture, and finish may occur.

These variations are considered normal and are not regarded as product defects.

Commercial, Trade & Bulk Orders

Commercial, trade, hospitality, and bulk orders may be subject to separate agreements and project-specific terms.

Return and refund conditions for these projects will be outlined before production begins.

How to Request Support

If you experience any issues with your order, please contact our team at:

info@daluun.com

Please include:

• Order number
• Full name
• Photos (if applicable)
• Description of the issue

Our team will review your request and respond as quickly as possible.

Our Commitment

At Daluun, we are committed to creating a positive experience from design to delivery. If an issue arises, we will always work with you to find a fair and reasonable solution.

Last Updated

May 2026