Custom order terms

1. Personalized products and final sale policy

Every NYMY Rugs rug is handmade to order according to the images, designs, names, colours, measurements and specifications approved by the customer.

Because each item is created for a particular buyer, it generally cannot be resold or offered to another customer.

Accordingly, NYMY Rugs does not accept voluntary returns or exchanges due to a change of mind, personal preference or changing needs once production has begun.

This policy does not restrict statutory rights regarding defective, incorrect or damaged products, contractual breaches or legally protected cancellations.

2. Full payment required before production

NYMY Rugs operates exclusively on a prepaid, made-to-order basis.

Full payment of 100% of the approved order total is required before production begins, including applicable charges and taxes payable at that stage.

Production will not begin until:

• The design and specifications have been approved.
• The final price has been confirmed.
• The purchase terms have been accepted.
• Full payment has been confirmed.

Advance payment allows NYMY Rugs to allocate the necessary materials and begin creating the personalized item.

Full payment does not remove any statutory cancellation, refund or consumer protection rights.

3. Production progress photographs

As part of our commitment to transparency, NYMY Rugs will provide customers with photographic updates showing the progress of their handmade rug.

These updates will cover relevant stages, which may include:

1. Design and material preparation.
2. Tufting progress.
3. Backing and finishing.
4. The completed rug before packaging.

Updates will be sent to the email address associated with the order or another agreed communication channel.

Progress photographs allow customers to follow the creation of their personalized piece. They do not automatically reopen previously approved design decisions or replace quality-control procedures.

Any manufacturing mistake identified by NYMY Rugs will be addressed in accordance with applicable contractual and legal obligations.

4. Responsibility for return shipping costs

Return shipping costs depend on the cause of the issue and the responsibilities of the parties.

A. Customer-responsible issues

If NYMY Rugs exceptionally approves a voluntary return or exchange that is not legally required, and the issue results solely from a customer error or preference, the customer will be responsible for the agreed return shipping costs.

Examples may include:

• Incorrect measurements selected or approved by the customer.
• Incorrect wording or design details expressly approved by the customer.
• An incorrect delivery address provided by the customer, resulting in additional return or reshipping costs.
• A voluntary change exceptionally accepted by NYMY Rugs.

All applicable shipping costs will be disclosed and agreed in advance. This provision will not restrict statutory rights.

B. NYMY Rugs errors or defects

If the product has a manufacturing defect, seller-attributable mistake, materially incorrect specifications or another breach requiring a return, NYMY Rugs will cover return shipping costs for which it is legally responsible.

Customers will not be charged costs that applicable law requires the seller to bear.

C. Shipping damage or loss

NYMY Rugs will investigate shipping damage or loss and coordinate applicable carrier claims.

Where a return is required to resolve a shipping-related complaint, legal responsibility for the return costs will apply. Customers will not automatically bear those costs merely because the damage occurred in transit.

D. Statutory cancellation rights

Where a customer validly exercises a cancellation right under applicable internet sales or consumer protection law, the relevant statutory return and shipping-cost requirements will prevail.

Nothing in this policy transfers legally mandated seller expenses to the customer.

5. Acceptance of purchase terms

Before paying the full order amount, customers will be given a clear opportunity to review the order description, total price, delivery date, shipping costs, cancellation and refund policy, and other legally required purchase information.

Customers will be asked to expressly accept the purchase terms, and NYMY Rugs will retain a record of the policy version accepted.

An electronic copy of the purchase confirmation will be provided.