Refund policy

Every LuxCut rug is cut, bound, and finished to the exact size you order. Because each piece is made for one specific room and cannot be resold, all rug orders are final sale.

That said, we stand behind our workmanship. If a rug arrives with a manufacturing defect, arrives damaged, or does not match the size or color on your order, we will repair, replace, or refund it, and we cover the return shipping.

 

CANCELLING AN ORDER

You may cancel a rug order for a full refund within 24 hours of placing it. After 24 hours, cutting and binding have begun and the order can no longer be cancelled or changed.

 

DAMAGE IN TRANSIT

Inspect your rug before the driver leaves. Freight carriers will not honor a damage claim once a clean delivery receipt has been signed, so this step protects both of us.

Photograph any damage to the packaging. Write "damaged" on the carrier's bill of lading before you sign, or refuse the shipment outright. Then contact us within 48 hours with those photos.

 

MANUFACTURING DEFECTS

Report a defect within 7 days of delivery, with photos. Defects include tears, binding that has come away, yarn irregularities that should not be present, and finishing flaws. We will repair, replace, or refund the rug at our cost, including return shipping.

 

WRONG SIZE OR COLOR

If the rug you receive does not match your order confirmation, contact us within 7 days with photos showing a tape measure laid alongside the rug. We remake it at no charge and cover return shipping.

 

WHAT IS NOT COVERED

A change of mind, or the rug not suiting the room as you imagined.

Slight color variation between your screen and the finished rug.

Natural variation inherent to hand-tufted and hand-loomed construction.

Damage from use, cleaning, pets, moisture, or improper installation.

Sample packs.

 

COLOR ACCURACY

Every monitor renders color differently, and wool takes dye with slight variation from batch to batch. We strongly recommend ordering a sample pack and viewing the swatch in your own light before committing to a rug. Slight color variation is not considered a defect.

 

SAMPLE PACKS

The $10 sample pack covers the cost of the swatches and their shipping. Samples are yours to keep. They are not returnable and the $10 is not refundable.

 

HOW TO START A CLAIM

Email luxcutcarpets@gmail.com or call (713) 426-5454 within the windows above. Include your order number and clear photos. We reply within one business day.

 

LuxCut Carpet, 4222 Richmond Ave, Houston, TX 77027. Last updated September 2026.