We offer a full refund or replacement for items returned within 30 days of receipt. To initiate a return, please email contact@novarude.com with your company name, pickup address, product title, reason for return, and whether you require a refund or replacement. For security purposes, refunds are issued to the original method of payment.
All returned items must be undamaged and in their original condition. Custom orders are final sale, as each piece is made to your exact specifications. Refunds are offered only in the event of damage or if a rug arrives materially different from the approved artwork specifications in color, size, or construction. Please note that handknotted rugs exhibit natural size variations of up to a few inches. Subtle color variation may also occur as a result of humidity and the hand-dyeing process, reflecting the inherent character of artisanal production.
Please ensure all items are carefully packaged for return, ideally using the original packaging. If this is not available, we will be pleased to provide replacement packaging materials at no additional cost for full size rugs. Returns received outside the stated timeframe may be accepted at our discretion. Original shipping charges are non-refundable. For returns within the continental United States, return shipping costs will be covered provided the item meets the eligibility requirements.