TERMS & CONDITIONS

1. GENERAL

These Terms & Conditions ("Terms") apply to all orders placed through www.loomrugs.nl ("Website"), operated by LOOM ("we", "us", "our"). By placing an order, you agree to be bound by these Terms in full. We reserve the right to update these Terms at any time. The version in effect at the time of your order applies.

These Terms are governed by the laws of the Netherlands. Any disputes arising from these Terms shall be submitted to the competent court in the Netherlands.

2. PRODUCTS

All LOOM rugs are handmade from 100% New Zealand wool in family-run ateliers. Due to the handmade nature of our products, slight variations in colour, texture and dimensions may occur. These are inherent characteristics of handcrafted goods and do not constitute defects.

We distinguish between two product categories:

• Standard Size Rugs— rugs ordered in one of the pre-defined sizes available on the Website (160×230 cm, 200×300 cm, 250×350 cm or 300×400 cm), without any modifications to the dimensions.
• Bespoke Rugs— any rug ordered with dimensions that differ from the standard sizes listed above, including but not limited to custom widths, lengths or proportions entered by the customer. If the customer selects or specifies dimensions other than the standard sizes available on the Website, the order is automatically classified as a Bespoke order. Bespoke Rugs are made-to-order to the customer's exact specifications and are subject to the no-return policy set out in section 7 below.

Please note:it is the customer's responsibility to verify that the chosen dimensions are correct before placing the order. LOOM is not liable for errors in dimensions provided by the customer.

3. PRICING & PAYMENT

All prices displayed on the Website are in euros (€) and include VAT. Pricing is calculated based on the size of the rug and the price per square metre of the selected collection.

Payment is processed securely via Mollie at the time of checkout. Your order is only confirmed once full payment has been received. We accept the payment methods displayed at checkout.

We reserve the right to adjust prices at any time. Price changes do not affect orders that have already been confirmed and paid for.

4. ORDERS & PRODUCTION

Every LOOM rug is made to order. Once your payment is confirmed, production begins. The estimated production time is approximately five weeks. We will notify you by email once your rug has been dispatched.

Due to the handmade production process, exact delivery dates cannot be guaranteed. Production delays do not entitle the customer to cancel an order or claim compensation.

Once an order has entered production, it cannot be modified or cancelled.

5. DELIVERY

We currently deliver to the Netherlands and Belgium. Delivery is included in the price of the rug. The rug will be delivered to the address provided during checkout. It is the customer's responsibility to ensure the delivery address is correct and complete.

Risk of loss or damage passes to the customer upon delivery. If nobody is available to receive the delivery, additional delivery attempts may incur extra costs.

We are not responsible for delays caused by the shipping carrier or circumstances beyond our control (force majeure).

6. RETURNS & REFUNDS — STANDARD SIZE RUGS

For Standard Size Rugs only, you have the right to return your rug within 14 calendar days of receiving delivery. To initiate a return, you must notify us in writing via email at hello@loomrugs.nl within 14 days of delivery.

The following conditions apply to all returns:

• The rug must be unused, undamaged and in its original packaging.
• Return shipping is at the customer's own expense. The customer is responsible for arranging and paying for return shipping.
• The rug must be adequately packaged to prevent damage during return transit. We are not responsible for rugs damaged during return shipping.
• Refunds will be processed within 14 days of receiving the returned rug in acceptable condition, using the same payment method as the original purchase.
• We reserve the right to deduct a reasonable amount from the refund if the rug shows signs of use, damage or if it is not returned in its original condition.

7. NO RETURNS — BESPOKE RUGS

As described in section 2, any rug ordered with dimensions other than the standard sizes available on the Website (160×230 cm, 200×300 cm, 250×350 cm or 300×400 cm) is classified as a Bespoke Rug. This includes any order where the customer has entered, selected or requested custom dimensions — regardless of whether the custom size is larger or smaller than the standard options.

Bespoke Rugs are made-to-order to the customer's exact specifications and are therefore excluded from the right of return and the 14-day cooling-off period. Bespoke Rugs cannot be returned, exchanged or refunded under any circumstances, in accordance with Article 6:230p sub f of the Dutch Civil Code (exception for goods made to the consumer's specifications).

By placing an order for a Bespoke Rug, you explicitly acknowledge and accept that:

• The rug is custom-made to your specified dimensions.
• You have verified that the dimensions you entered are correct.
• No return, exchange or refund is possible for this order.
• The 14-day right of withdrawal that applies to Standard Size Rugs does not apply to your Bespoke order.

LOOM is not responsible for rugs that do not fit the intended space due to incorrect dimensions provided by the customer.

8. WARRANTY & COMPLAINTS

All LOOM rugs are covered by the statutory warranty as required by Dutch consumer law. If your rug has a manufacturing defect, please contact us within a reasonable time of discovery at hello@loomrugs.nl. Include photos of the defect and your order details.

Variations in colour, texture and dimensions inherent to handmade production are not considered defects and do not fall under the warranty.

We will assess each complaint on a case-by-case basis and may offer repair, replacement or a partial refund at our sole discretion.

9. INTELLECTUAL PROPERTY

All content on the Website — including but not limited to images, text, logos, designs and product photography — is the property of LOOM and is protected by copyright and intellectual property laws. Reproduction, distribution or use of any content without our prior written consent is strictly prohibited.

10. PRIVACY

We process personal data in accordance with the General Data Protection Regulation (GDPR). Personal information collected during the checkout process is used solely for order processing, delivery and communication regarding your order. We do not sell, share or distribute your personal data to third parties except as required for order fulfilment (e.g. shipping carrier, payment processor).

11. LIMITATION OF LIABILITY

To the maximum extent permitted by law, LOOM shall not be liable for any indirect, incidental, special or consequential damages arising from the purchase or use of our products. Our total liability for any claim shall not exceed the purchase price of the rug in question.

12. CONTACT

If you have any questions about these Terms, please contact us:

• Email: hello@loomrugs.nl
• Phone: +31 6 20040725