Refund policy
Return & Refund Policy
At Golden Loom Afghanistan, we stand behind the authenticity and craftsmanship of every piece we offer. Our hand-knotted carpets and handcrafted products are individually made by skilled Afghan artisans. Natural variations in color, texture, weave, pattern, and dimensions are part of authentic handmade craftsmanship and are not considered defects.
Returns
Unless a longer mandatory consumer return period applies, eligible items may be returned within 7 days of delivery.
To qualify for a return, the item must be unused, undamaged, and in substantially the same condition in which it was received, including any certificates, accessories, or original packaging where applicable.
Please contact us at info@goldenloomafghanistan.com within the applicable return period before sending an item back. Approved returns should be dispatched within 14 days of approval using a tracked and insured shipping service.
Customers in countries or regions with mandatory consumer withdrawal or return rights, including eligible customers in the European Union and United Kingdom, retain those statutory rights where they provide greater protection than this policy.
Damaged, Incorrect or Defective Items
Please inspect your order after delivery. If an item arrives damaged, incorrect, or materially defective, contact us as soon as possible with your order details and clear photographs or video of the issue.
Where the issue is confirmed, Golden Loom Afghanistan will provide an appropriate remedy, which may include repair, replacement, exchange, or refund.
Cancellations
Cancellation requests may be submitted before an order has been fulfilled.
Once an order has been fulfilled or dispatched, it can no longer be cancelled through the standard cancellation process and the applicable return conditions will apply.
Custom-made, made-to-order, or personalized products may not be cancelled once production has begun.
Custom-Made and Personalized Products
Custom-made, made-to-order, or clearly personalized products may not be eligible for change-of-mind returns or cancellation once production has begun, to the extent permitted by applicable law.
This does not affect rights relating to damaged, defective, or incorrectly supplied goods.
Exchanges
Eligible items may be exchanged subject to availability. Because many Golden Loom carpets are individually hand-knotted and unique, an identical replacement may not always be available. Where necessary, we will discuss suitable alternatives with you.
Refunds
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
Where available, approved refunds will be issued through the original payment method. For orders paid by bank or wire transfer, refunds may be returned by bank transfer to verified payment details associated with the purchaser.
Processing times may vary depending on the payment method, financial institution, and destination country.
Return Shipping
Unless an item is confirmed as damaged, defective, or incorrectly supplied, customers are generally responsible for return shipping costs, except where applicable law requires otherwise.
For international returns, we strongly recommend using a tracked and insured shipping service. Please contact us before sending an international return so we can provide appropriate return and customs instructions.
Handmade Characteristics
Minor variations in color, wool texture, weave, dimensions, fringe, and pattern alignment may occur in handmade products. These characteristics reflect the individuality and authenticity of the piece and are not normally considered defects.
Sale and Promotional Items
A discounted or promotional price does not remove any mandatory consumer rights. Any item specifically designated as final sale will only be treated as non-returnable where permitted by applicable law.
Contact Us
Golden Loom Afghanistan
Email: info@goldenloomafghanistan.com
Website: goldenloomafghanistan.com
Authentic Afghan Craftsmanship, Made by Hand.