Refund policy
Policy Overview
At Needle Project, all sales are considered final. We only accept returns or exchanges if the product has a manufacturing defect that cannot be fixed.
Reporting Defects
In the unlikely event that your product has a manufacturing defect, please inform us within 48 hours of delivery. Report any issues by emailing support@needleproject.com with clear images, a detailed description of the defect, and your order number. Please ensure all original packaging and tags are kept intact for the return process.
Exclusions
The following are not considered defects:
Shedding: Common in new rugs, especially hand-tufted ones. Loose fibers will naturally reduce over time with regular vacuuming (once or twice a week using a low power setting).
Fiber Sprouting: Individual tufts may occasionally rise above the rug's surface. This is normal for handcrafted rugs. Do not pull them—clip neatly with scissors at pile level.
Creasing or Rolling Marks: Temporary creases from shipping typically flatten out within a few days of being laid flat. Rolling the rug in the opposite direction can help speed up this process.
Scent and Ventilation: New rugs may carry a temporary scent due to packing. This usually dissipates within 24 hours in a well-ventilated area or under sunlight.
Color Variance: Slight differences in color may occur due to lighting or screen settings. While we strive for accuracy, an exact match cannot be guaranteed.
Needle Project Warranty Policy
At Needle Project, we take pride in our craftsmanship and stand behind the quality of every rug we create. Our rugs are covered under a specific warranty depending on their weave type:
Warranty Coverage by Weave Type:
Hand-Tufted, Flat Weave, Hand-Woven Rugs: Covered for 6 months against manufacturing defects.
Resolution Process
If a defect is verified and falls under our warranty, we will offer an appropriate resolution, which may include repair, replacement, or another suitable solution.
Refunds for Shipping Costs and Replacement:
Shipping Cost Refund: If the defect is confirmed, Needle Project will refund return shipping costs within 10 days of receiving the returned item. Refunds will be issued via the original payment method.
Product Replacement: We will also replace the defective product with an identical new item, free of charge.
Important Notes:
Original Tags and Packaging: Returns must include the original tags and packaging to be eligible for processing.
Timely Notification: Late notifications or delays in returning the item may result in rejection of the return request.
Right to Refuse: Needle Project reserves the right to refuse returns or exchanges that do not meet these conditions. Non-qualifying items will be returned at the customer's expense, and no refund will be issued.
For further assistance, please contact us at support@needleproject.com, or reach out to us via WhatsApp or Instagram DM.
Care & Maintenance
Vacuum gently on low suction. Rotate regularly for even wear. If any thread pops out, please don’t pull it. Gently cut it with the help of scissors. Blot spills immediately—do not rub.
Professional cleaning recommended once a year. Keep away from prolonged direct sunlight.