At Softloom Carpet, we want you to be completely satisfied with your purchase. If you’re not happy with your product, we’re here to help.
1. Return Eligibility
To be eligible for a return:
The item must be unused, uninstalled, and in its original packaging.
You must request a return within 14 days of receiving your order.
Proof of purchase (receipt or order number) is required.
2. Non-Returnable Items
Certain items are not eligible for return, including:
Custom-cut carpets or made-to-order rugs
Clearance or final sale items
Items damaged due to improper installation or use
Opened carpet rolls or pieces that have been altered
3. Return Process
To initiate a return:
Email us at info@softloomcarpet.com
with your order number and reason for return.
Our team will respond with return instructions.
Ship the item back to the address provided. You are responsible for return shipping costs unless the item is defective or the wrong item was sent.
4. Refunds
Once we receive and inspect your return:
If approved, your refund will be processed to your original payment method within 5–10 business days.
We will notify you via email when your refund has been issued.
Note: Shipping charges are non-refundable unless the return is due to our error.
5. Damaged or Incorrect Items
If your order arrives damaged or incorrect:
Please contact us within 48 hours of delivery.
Send photos of the damaged or incorrect item to info@softloomcarpet.com
.
We will offer a replacement, exchange, or full refund at no additional cost to you.
6. Exchanges
We currently do not offer direct exchanges. If you want to exchange an item, please return the original item and place a new order.
7. Contact Us
If you have any questions about our Refund and Return Policy, please contact us at:
Email: info@softloomcarpet.com