Policy Overview:
At Loops by LJ, all sales are considered final. We only accept returns or exchanges if the product has a manufacturing defect that can't be fixed.
Reporting Defects:
In the unlikely event that your product has a manufacturing defect, please inform us within 48 hours of delivery. Report issues via email at support@loopsbylj.com, including images and a detailed description of the defect, along with the order number. Keep all original packaging and tags intact for the return.
Exclusions:
Please note the following are not considered defects:
Shedding: It's common for new rugs, especially those that are hand tufted, to shed loose fibers. This is a natural process that will gradually diminish with regular vacuuming. Use a low power setting and vacuum your rug once or twice a week to reduce shedding.
Fiber Sprouting: Occasionally, individual tufts may rise above the rug's surface. This is a normal characteristic of handcrafted rugs. Do not pull these out, but rather clip them neatly with scissors at the level of the rest of the pile.
Creasing or Rolling Marks: Rugs that have been rolled or folded for shipping may show marks or creases. These generally flatten out within a few days of being laid flat and are not considered defects. Rolling the rug in the opposite direction can help accelerate this process.
Scent and Ventilation: New rugs may emit a smell initially, which is a result of packing materials and the rug being enclosed during transit. This scent typically dissipates within 24 hours if the rug is laid out in a well-ventilated area or under direct sunlight.
Color Variance: Due to variations in screen settings and lighting, the color of the rug you receive may slightly differ from how it appears on your screen. We strive to represent our rugs accurately but cannot guarantee an exact match to your screen display.
Loops by LJ Warranty Policy
At Loops by LJ, we stand behind the quality and craftsmanship of our products. Our rugs come with a tailored warranty policy to ensure customer satisfaction and product excellence:
Warranty Coverage by Weave Type:
Hand-Knotted: Covered by a 24-month warranty against manufacturing defects.
Hand-Tufted, Flat Weave, Hand-Woven Rugs: Offered a 6-month warranty period.
Resolution Process:
Once we confirm that the issue falls under our warranty policy, we are committed to providing the most suitable resolution. This could involve repair, replacement, or another appropriate solution.
Refunds for Shipping Costs and Replacement:
Shipping Cost Refund: If the defect is confirmed, Loops by LJ will refund the cost of return shipping. This refund will be processed within ten days of receiving the returned item and will be issued via the customer's original payment method.
Product Replacement: In addition to refunding the shipping cost, Loops by LJ will replace the defective product with an identical new item.
Important Notes:
Intact Tags and Packaging: For a successful return process, it is essential that the product's original tags and packaging are kept intact by the customer.
Prompt Action Required: Delays in notification or returns could lead to the rejection of the return request.
Loops by LJ reserves the right to refuse returns or exchanges that do not meet these conditions. Non-qualifying items will be sent back at the customer's expense, and a refund will not be issued.
For any queries or assistance, please reach out to us at support@loopsbylj.com or connect with us via WhatsApp or Instagram DM.
