Refund policy
Exchange & Return Policy
Every Ohana rug is made to order, by hand, just for you.
This is not a limitation — it is the foundation of what we do. Unlike mass-produced rugs pulled from a warehouse shelf, your Ohana rug is woven only after you place your order, using materials selected for your specific piece. No two rugs are identical, and none exist before you choose them.
Because each rug is created exclusively for you, we are unable to accept returns or exchanges for change of mind, color preference, or design choice. We strongly encourage you to use our Custom Rug Lab to preview your rug before ordering, and to reach out to us on WhatsApp or email before placing your order if you have any questions about color, size, or material.
What we stand behind, completely.
We take quality seriously at every stage — from material selection to the final inspection before your rug leaves our Panipat studio. If something is not right on our end, we will make it right.
Transit damage
If your rug arrives damaged due to transit, we will replace or repair it at no cost to you. To protect your claim, please make an unboxing video at the time of opening your package. Without a video, we are unable to process damage claims — this is standard practice for handmade goods of this value and protects both parties.
Manufacturing defects
If your rug has a verifiable manufacturing defect — a structural flaw, loose tufting, or a significant deviation from what was ordered — contact us within 48 hours of delivery with photographs. We will assess the issue and offer a repair, replacement, or suitable resolution.
Wrong item delivered
If you receive a rug different from what you ordered, we will arrange collection and send you the correct piece as a priority.
Size or specification errors on our part
If a made-to-order rug is produced in the wrong size or specification due to an error on our end, we will remake it. Please review your order confirmation carefully before we begin production — once weaving has begun, changes cannot be accommodated.
A note on natural variation.
All Ohana rugs are handmade using natural and blended fibers. Minor variations in color tone may occur between dye batches — this is an inherent characteristic of handmade goods, not a defect. Colors may also appear slightly different on screen versus in person depending on your display settings. If color accuracy is critical to your decision, we recommend requesting a yarn sample before ordering.
To raise a concern, contact us:
Email: ohanatextile@gmail.com
WhatsApp: Chat with us
Please include your order number, photographs or video of the issue, and a brief description. We aim to respond within one business day.
Our promise.
We have spent decades crafting rugs for homes, hotels, and landmark projects across the world. Every piece that leaves our studio carries our name and our reputation. If your experience with Ohana falls short of exceptional, we want to know — and we will do what it takes to make it right.
