Refunds, Reprints and Cancellations

The short version

• Love your design or your money back. You pay when you order, and we email you a proof of your rug. If you can't approve it, we'll refund you in full before anything is printed.
• You can cancel for a full refund at any time before you approve your proof.
• Once you've approved your proof, your rug is made just for you, so we can't accept returns or exchanges if you change your mind.
• If your rug arrives faulty or damaged, or we made a mistake, tell us within 30 days of delivery and send photos. We'll reprint it for free or refund you.
• You usually won't need to send the rug back.

Love your design or your money back

You pay the full price when you order, but nothing is printed until you approve your proof.

• If you'd like something changed, ask when you look at your proof and we'll send you a new one. There's no fixed limit on rounds of changes: we'll keep going as long as the changes are reasonable and we're able to make them.
• If we can't get your proof to a point where you're happy to approve it, or you decide you don't want to go ahead after all, tell us before you approve and we'll refund everything you paid, including tax.
• If {{PROOF_WAIT_DAYS}} days pass after we send a proof and we haven't heard from you, even after a reminder, we'll cancel your order and refund you in full.

Canceling or changing an order

You can cancel your order for a full refund at any time before you approve your proof. To cancel, email hello@tinytownrugs.com with your order number. We'll cancel it and confirm by email.

Once you approve your proof, your rug goes straight into production and can't be canceled, because it's being made just for you. There's one exception: if we can't ship your order on time, you can always choose to cancel for a full refund, as our Shipping policy explains.

Want to change the size or the shipping address? Tell us before you approve your proof. If you change the size, we'll charge or refund the difference in price.

We may also cancel an order ourselves in the situations our Terms of Service describe. If we do, you get a full refund.

After you approve: why we can't take change-of-mind returns

Each rug shows your own town and the places you chose, so nobody else could use it, and you've seen and approved the design before it's printed. That's why, once your rug is made, we can't offer returns, exchanges or refunds when:

• you've changed your mind or no longer need the rug;
• you ordered the wrong size (please check the measurements before you approve your proof);
• the rug matches the proof you approved, but you'd now like something different;
• buildings, roads or places look different from real life (your rug is an artistic interpretation, not a map, as our Terms of Service explain);
• a misspelling or other detail was in the proof you approved.

Some small differences are a normal part of printing on fabric, and aren't defects:

• colors that look a little softer, or slightly different from your screen;
• a soft, textured look and slightly less crisp fine detail, which is how chenille fabric takes a print;
• a thin strip around the outer edge of the design trimmed off when the rug is made;
• measurements a little different from the listed size, as with any hemmed textile;
• creases from packing, which ease once the rug has lain flat for a few days (see our Care guide).

When we'll put it right

We'll reprint your rug for free, or refund you, if:

• it has a printing or manufacturing defect: for example, the print is smudged, streaked, faded, badly off-center or missing in places, or there's a fault with the hem, the fabric or the backing;
• it was damaged on the way to you;
• we made a mistake: for example, we printed a different design or version from the one you approved, sent the wrong size, or sent it somewhere other than the address you gave us;
• it never arrived (see Lost packages below).

Usually we'll send you a new rug with the same design, in the same size, at no cost to you. If a reprint isn't possible, or you'd rather have your money back, we'll give you a full refund instead.

How to tell us about a problem

Email hello@tinytownrugs.com within 30 days of delivery, and include:

1. your order number (it's in your order confirmation email);
2. a short description of the problem;
3. photos: one of the whole rug laid flat, and close-ups of the problem;
4. if it was damaged in transit, photos of the packaging and the shipping label as well.

Please keep the rug and its packaging until we've sorted things out, in case we or our print partner need more photos. We usually won't ask you to send the rug back. If we ever do, we'll pay for the return shipping.

We reply to every message, usually within {{REPLY_TIME}}.

Lost packages

If your tracking hasn't changed for 7 days, or your rug hasn't arrived within 10 business days of shipping, please email us. We'll look into it with the carrier and our print partner. If the package turns out to be lost, we'll reprint your rug for free or refund you.

If tracking says your rug was delivered but you can't find it, please check around your home, with your neighbors, and with your local post office or carrier first. Then email us within 30 days of the delivery date shown. We'll open an investigation with the carrier and do our best to help, but we can't always replace a package the carrier confirms it delivered to the correct address.

If a package goes astray because the address you gave us was wrong or incomplete, see Address mistakes in our Shipping policy.

How refunds work

• Refunds go back to the card or other payment method you used, and include any sales tax you paid. Shipping is free, so there's no shipping charge to refund.
• We send refunds promptly once we've agreed one. Depending on your bank, it can take 5–10 business days for the money to show on your statement.

Please contact us before disputing a charge with your bank. We can almost always sort things out faster, and while a dispute is open we can't send you a refund ourselves.

Your legal rights

This policy doesn't affect any rights you have under the law, including your state's consumer protection laws.

Questions

Email us at hello@tinytownrugs.com. Our Contact page has more on how to get in touch.