Returns & Refund Policy

30 days from delivery on every set, for any reason. You do not need to justify it to us.

60 days from delivery if you hold an active Loncar Home+ or Loncar Studio membership at the time of the order — the at-home trial.

These sit on top of your legal rights. If you are in the United Kingdom or the EU, distance selling rules give you a statutory cooling-off period of at least 14 days from delivery, and nothing here reduces that. Where our policy is more generous, our policy applies.

To take a return we need the set to be:

• Unused — laid out to look at is fine, lived on is not;
• Clean, dry and free of odour, stains, pet hair and damage;
• In its original wrap, rolled the way it arrived, with the pad and any accessories included;
• Complete — every piece of a multi-piece bundle comes back, not the parts you liked less.

Fold marks are fine. Creasing from rolling is expected and does not affect your return.

If a returned set arrives used, soiled or damaged, we will contact you with photographs before doing anything. You can have it sent back to you at your cost, or accept a partial refund reflecting the loss in value. We will not silently reject a return.

The Swatch Box (ACC-01) is not returnable. It is a consumable sample set, and its price is credited against your next rug order instead.

1. Email support@loncarsol.shop with your order reference and which set is coming back. There is no form to fill in.
2. We reply within one business day with a return authorisation and the correct return address for your country.
3. Re-roll the set in its original wrap and attach the label or instructions we send.
4. Hand it to the carrier and send us the tracking number.

Do not send a return without authorisation. Our returns run through regional facilities, not the registered office, and an unannounced parcel can be refused by the carrier or lost — which helps neither of us.

Returns must be dispatched within 14 days of us issuing the authorisation.

• Changed your mind, no membership: you pay return shipping. Rugs are heavy, and we would rather price that honestly than inflate every set to hide it. Use a tracked service — until it reaches us it is your parcel.
• Home+ or Studio member: return shipping is included. We send a prepaid label.
• Faulty, damaged in transit, or the wrong set sent: we pay, always, whether or not you hold a membership. You are never out of pocket for our mistake.

The original $24 outbound shipping charge is refunded only where the set was faulty, damaged or wrongly sent.

We inspect and process returns within 3 business days of receipt, and refund to your original payment method through Stripe. We cannot refund to a different card or account — that is a payment-provider rule, not our preference.

Once we issue it, the money typically appears in 5–10 business daysdepending on your bank. That last stretch is on your bank's side and we cannot speed it up, but we will send you the Stripe refund reference so you can chase it.

Refunds are made in USD for the amount you paid in USD. If your bank converted the original charge, the amount you see back in your own currency may differ slightly because exchange rates move between the two dates. That difference is your bank's, and we cannot compensate for it.

Import duties you paid are not refundable by us — you may be able to reclaim them from your national customs authority using our refund confirmation, which we will provide on request.

To swap a size or colourway, return the original and place a new order. That is faster than a held exchange, and it means you are never waiting on stock you cannot see.

Faults. If a set is faulty on arrival — a weave defect, a construction failure, damage in transit — tell us within 7 days of delivery with photographs. We replace it or refund it in full, including all shipping, and we do not ask you to pay anything.

Faults appearing later. If a manufacturing defect appears in normal domestic use within 12 months, contact us with photographs and your order reference. We assess it and, where it is a genuine defect rather than wear, repair, replace or refund it. Your statutory rights under consumer law in England and Wales, or the equivalent in your own country, apply regardless and are not limited by this paragraph.

These are properties of the materials, described on every specification page before you buy, and are not defects:

• Colour and texture variation between production batches, and abrash across a hand-made field. Natural fibre takes dye unevenly by nature.
• Shedding from a new wool or shag pile in the first weeks. It settles with gentle vacuuming.
• Fold marks and creasing from rolling, which relax within days.
• Slight size tolerance. Woven rugs are finished by hand and can vary by up to roughly two percent from the stated dimension.
• Fading from sustained direct sunlight, and normal wear in a high-traffic path.
• Damage from misuse — a hot wash, tumble drying, harsh chemicals, or an outdoor set left permanently wet.
• A colour that did not match a See-in-Room preview. A preview approximates. It is covered by the ordinary 30-day change-of-mind return, and for colour-critical decisions we recommend the Swatch Box first. See the See-in-Room Preview Disclaimer.

If you disagree with our assessment, say so. We would rather look again than lose you — and you can escalate under “Disputes” below.

Memberships are recurring subscriptions, not stored credit. Cancel at any time from the billing portal link in your renewal email or by writing to support@loncarsol.shop.

Your benefits run to the end of the period you have already paid for, then stop. We do not refund unused time on a cancelled period, and we do not pro-rate a part-used month or year. Nothing carries over, because there is no balance to carry.

Anything you bought at a member price is yours to keep. A rug ordered while your membership was active keeps its 60-day return window even if the membership lapses afterwards.

We do not issue automatic refunds for a renewal you forgot about — but if you renewed and have not used the plan, contact us within 14 days of the charge and we will look at it properly. Renewal reminders are sent before every charge.

Contact us first at support@loncarsol.shop or +44 7804880779. Nearly everything is resolved in one exchange, and it is faster than any other route.

If you raise a chargeback with your bank instead, we will respond to Stripe with the order evidence: your order and delivery details, carrier tracking, proof of delivery, the product description shown when you bought, and this policy as accepted at checkout. We do this to answer the dispute accurately, not to obstruct you — and a conversation with us is quicker than a chargeback in almost every case.

This policy is governed by the laws of England and Wales. Your statutory consumer rights in your own country of residence are not affected by anything written here.