Returns & Refunds
Not the right rug? You have 14 days from delivery to decide. Full refund, free return shipping anywhere in Malaysia, in-store or by mail.
Our 14-day window.
The clock starts the day your rug arrives. If it's not the right fit for your space — or simply not what you imagined — we'll take it back. Both in-store drop-off and mail return are free of charge.
What we accept back.
We want every rug to leave a happy home — or come back in the same condition it left ours. To qualify for a refund, the rug must arrive:
- Undamaged — no tears, holes, or noticeable shedding
- Original fringes and selvedge sides intact, the way they were when delivered
- Unstained — no spills, pet accidents, or visible marks
- In its original wrapping where reasonably possible, to protect it in transit
Two ways to return.
Bring it to our gallery.
Drop it off in person at our Kuala Lumpur retail gallery. Our team will inspect the rug with you on the spot and start the refund the same business day. The full address and opening hours are in the site footer.
Mail it back.
WhatsApp us with your order number and we'll arrange a courier pickup or send you shipping instructions. Nasim covers the return shipping cost — you just need to pack the rug safely.
How refunds work.
Once we receive the rug and verify it meets the condition above, we issue a full refund to your original payment method within 3–5 business days. We'll email you a confirmation the moment the refund leaves our end.
For card payments, your bank may take an additional 2–5 business days to reflect the credit on your statement. Local FPX and e-wallet refunds may clear faster.
Custom agreements and final sale.
Custom rugs follow their accepted custom agreement. Clearance items remain final sale; eligible stock rugs follow the return policy above.
Custom rugs
Your accepted custom agreement sets the cancellation terms. Within seven days after actual delivery, you may submit a specification or colour mismatch appeal for human review under that agreement. An appeal does not automatically approve a refund.
Collector's Sale
Items in our Collector's Sale are priced at steep clearance discounts and are final sale. The discount reflects the all-sales-final nature of the offer.
If you have questions about fit, fabric, or colour before ordering — especially on a custom or collector piece — WhatsApp us first. We'd rather help you review the applicable agreement before you commit.
Need to start a return?
WhatsApp us with your order number and we'll guide you from there — whether you're dropping off in person or shipping it back.