Return & refund policy
Last updated: October 27, 2026
Every NYMY Rugs piece is handcrafted specifically for the customer based on the approved design, dimensions and colours.
Custom-made orders
Because our rugs are made to order, we do not accept returns or exchanges for a change of mind, subject to applicable consumer protection laws.
Changes & cancellations
Please contact us as soon as possible if you need to change or cancel an order. We will accommodate changes where feasible before production begins. Once production has started, cancellations or changes may not be possible, except where required by law.
Damaged, defective or incorrect orders
If your rug arrives damaged, defective, or materially different from the approved order, please contact us promptly with your order number and photographs. We will review the issue and provide an appropriate remedy, which may include repair, replacement or refund, in accordance with applicable law.
Handmade characteristics
Minor variations in texture, pile height and colour appearance may occur in handcrafted pieces. These do not excuse material differences from the agreed specifications or product defects.
Delivery issues
Please contact us if your order is lost, delayed or arrives with damaged packaging. We will investigate and respect your applicable rights to cancellation or refund.
Legal rights
Nothing in this policy limits or excludes rights provided by applicable consumer protection legislation.
Contact
For changes, cancellations or a problem with your rug, write to nymy1972@gmail.com.