The terms, plainly.

These Terms of Service are a binding agreement between you and Warp & Hearth ("we," "us," "our") and govern every sample order and every made-to-order rug commission. You accept these terms at checkout — whether for a sample fee, a rug commission, or both — by ticking an agreement box that is never pre-checked, with the full terms linked conspicuously beside it and the specific refund rules that apply to your purchase displayed word-for-word next to the payment button. Each version of these terms is date-stamped, and we keep a record of the version you accepted, when you accepted it, and the order it applies to. Each order is governed by the version of these terms you accepted at that order's checkout.

Your order is an offer to purchase. A contract for your commission exists only when we send your order confirmation; we may decline any order before then for any lawful reason, in which case every amount you paid is promptly refunded in full.

All orders are placed and paid exclusively through our online checkout, and our policy is that we do not conclude sales, sign agreements, or take payment in your home. If, despite that policy, your order was solicited in person at your home or at any place other than our regular place of business, Massachusetts law (G.L. c. 93, § 48) and the FTC Cooling-Off Rule give you the right to cancel that order until midnight of the third business day after the sale, and we will include the required written Notice of Cancellation with your order confirmation. Nothing in these terms limits that right where it applies.

Please read these terms before you pay. Our cancellation and refund rules are strict — they are stated in full in Section 3, and the rules that apply to your purchase appear verbatim on the checkout page before any payment is taken, so there are no surprises.

Every rug is a one-of-a-kind, made-to-order commission, hand-tufted in wool and viscose by our workroom to the design you approve. Nothing is kept in stock, no two pieces are alike, and your rug is created only for you — in your size, colors, and pile finish.

We are a custom studio, not a stock retailer. We do not sell finished inventory, and commissioning a rug is not returns-based shopping. The AI-generated concepts we share with you are inspiration images only — a starting point for the design conversation, not a photograph or a promise of the finished rug — and they are labeled that way wherever we show them. What we commit to make is defined by exactly two artifacts: the production-accurate CAD preview you approve, and the physical sample you approve.

We are a design studio, not a warehouse: we hold no inventory, operate no warehouse, and stock no finished goods. Each piece is hand-tufted to our specification by an independent specialist workroom we commission for your order. Your contract — and every promise in these terms — is with Warp & Hearth alone; the workroom's performance is our responsibility. We may have your piece produced by an equivalent workroom of equal capability, provided the finished piece conforms to your approved CAD preview and approved sample.

Our refund schedule is strict, and it is disclosed here — and the rules that apply to your purchase appear word-for-word on the checkout page before you pay:

The sample fee follows the rule stated in Section 5: refundable in full until our workroom begins your sample, and non-refundable after that except as these terms expressly provide.

Before production of your rug begins, you may adjust or cancel your rug order, and we will promptly refund every payment you have made for the rug; if your sample credit was applied to the cancelled order, the credit is restored and remains available for a future commission. We notify you by email when production of your rug begins, and we keep that timestamped notice — together with dated workroom records — in your order file.

Once production begins, your commission can no longer be cancelled or changed — but it is never forfeited. Your payment buys a finished rug, not an option: we will complete your piece to the approved CAD preview and sample and deliver it to you. Here is why cancellation ends at production: each rug is a one-of-a-kind piece, hand-tufted to the exact specification you approved in writing; its materials are cut and dyed for your piece alone; and it cannot be restocked or resold. So instead of a cancellation-and-forfeiture arrangement, the commitment runs both ways from that moment — you to the purchase, and we to making and delivering your rug.

Three things always override the no-cancellation rule: the defect promise in Section 4, the delayed-shipment cancellation right in Section 9, and this guarantee, which sits above everything else in these terms — if we fail to deliver your rug at all, you receive a full refund of every amount you paid for the order, including any applied sample credit. Nothing in these terms limits that.

By placing your order and paying for the piece, you expressly acknowledge and agree that: (a) you approved the CAD preview and your sample before ordering; (b) the piece is custom-made to your personal specifications; and (c) once production has begun, the order cannot be cancelled or changed except as these terms expressly provide.

After delivery, there are no returns or exchanges; the defect promise in Section 4 governs.

A rug that conforms to your approved CAD preview and approved sample, within the tolerances stated in these terms, is the product you commissioned. Because we hold no inventory, a returned commission has no warehouse to go to and no restocking channel. It is crucial that you measure your space and double-check the dimensions before approving your CAD preview; your approved physical sample — not any screen image — is the controlling reference for color and texture.

If your rug or sample arrives damaged, arrives with a defect in materials or workmanship, or materially deviates from the approved CAD preview and sample beyond the stated tolerances, we will make it right: at our reasonable option, we will repair the piece, re-make it, or refund it.

A repaired or re-made piece is measured against the same approved CAD preview and sample; a conforming repair or re-make closes the claim it addressed. Nothing in this sentence limits any warranty or remedy Massachusetts law gives you.

This express promise is in addition to — and does not limit — any warranty or remedy that Massachusetts law gives you. Nothing in these terms excludes or limits any warranty or remedy that Massachusetts law, including G.L. c. 106 § 2-316A, does not permit us to exclude or limit.

A $150 fee commissions a hand-tufted corner sample in your colors and pile finish, made to your approved CAD preview. The sample is made by hand specifically for you and is yours to keep.

The sample fee becomes non-refundable when our workroom begins work on your sample. We email you when that work begins, and we keep that timestamped notice in your order file; until that email is sent, you may cancel your sample order for a full refund. The fee is also refunded in full if we decline your commission before beginning your sample, or if we fail to ship your sample within 30 days of payment (or any longer window we state and you agree to at checkout) and you choose to cancel. And if your sample arrives damaged or defective, the defect promise in Section 4 applies to it exactly as it applies to a rug — repair, re-make, or refund.

When you proceed with your commission, the full $150 is credited toward the price of your rug. Once applied, the credit is rug payment and is treated as rug payment everywhere in these terms — including in every refund these terms provide. One sample credit applies per commissioned rug; the unapplied credit is not transferable and is not redeemable for cash on its own.

Before anything is made, our workroom renders your chosen concept into true rug format: a production-accurate CAD preview, usually within two weekdays. The CAD preview uses the workroom's real color and detail range, so it can look simpler than the AI image — and that is the point. The CAD, not the AI image, is the production-accurate picture of your rug, and it is what the loom makes.

When you approve the CAD preview (and your sample), your written or click approval does three things: (a) it fixes the agreed specification of your commission — the dimensions, pattern, colors, materials, and pile finish; (b) it authorizes us to begin production once your payment is received in full; and (c) it is the standard your finished rug is measured against. A finished rug that conforms to the approved CAD preview and approved sample, within the tolerances stated below, conforms to this agreement.

The approval request we send you restates, in the approval message itself, the key terms your approval triggers — the final dimensions, the size tolerance (up to 3% — or 3 cm per dimension, whichever is greater), and the rule that your approved physical sample (not any screen image) controls color and texture — and asks for an affirmative click or written confirmation. We retain that approval record (the exact image approved, the restated terms, and the timestamp) as part of your order file.

Review your approval carefully before you give it. Check the dimensions against your space, and check colors and texture against the physical sample — not against your screen. After approval, changes are possible only before production begins, must be agreed in writing, and may change the price and lead time.

Your price includes the CAD preview and up to two rounds of revisions to it. Additional revision rounds are billed at a flat fee of $75 per round, agreed with you in writing and billed through a separate checkout link that you actively pay before design work continues — we never charge a stored card.

The AI inspiration image is inspiration only — wherever we show it, we label it that way — and it is not a specification, a photograph, or a promise of the finished rug. The approved CAD preview governs the design; the approved physical sample is the controlling reference for color, texture, and pile — screens display color differently than dyed wool and viscose ever will.

Rugs are priced per square foot at the rates published on this site. The price shown in the configurator is the full price of the piece for the size and quality you selected. Optional add-ons — the incorporated non-skid pad at $1.00 per square foot and rush service at a 20% surcharge — are optional, clearly labeled, and always shown before you pay. You are never charged more than the total shown at checkout; any applicable sales tax is included in that total. Delivery is complimentary. Custom dimensions are priced at the same per-square-foot rates and confirmed with you before anything is made. Any change you request after approval is priced and agreed with you in writing — never a surprise on the invoice.

Changes requested after your CAD or sample approval but before production begins carry a flat $150 re-drafting fee plus any difference in the price of the revised piece, agreed with you in writing and billed through a separate checkout link that you actively pay; after production begins, no changes are possible.

There is no deposit-and-balance arrangement for the rug itself. After you have approved the CAD preview and your sample, the full price of your rug is due when you place the order. Production is scheduled only after your payment is received in full.

Sample fees and rug payments are processed securely by our payment processor on its hosted checkout page. Your card details never touch this site. We never charge a stored card for anything after your purchase — any later amount you agree to owe is billed through a separate checkout link that you actively pay.

Standard delivery takes about 10–12 weeks, measured from the later of your paid order and your written approval of the CAD preview, to your door. Your order confirmation states your expected delivery window in writing. Rush service targets delivery in about 8 weeks for a 20% surcharge. These estimates are made in good faith based on the workroom's actual schedule, but handwork and shipping can shift timing — so we keep you posted with milestone emails: when production begins, a mid-production update, and shipment with tracking. Lead-time estimates reflect the independent workroom's actual production schedule, which we monitor but do not control day-to-day. All lead times and delivery dates are estimates made in good faith, not guaranteed dates.

If we learn that your rug will ship materially later than the stated window, we will notify you promptly with a revised date. You may then accept the revised date or cancel the delayed order for a prompt, full refund of every amount you paid for that order — including, in cash, any sample credit that was applied to it. This delayed-shipment cancellation right — which federal mail-order rules require and which applies whenever we miss our own stated window — is the only change-of-mind refund available after production begins.

Rush promise: if your rush order misses the 8-week window for reasons within our control, we automatically refund the entire 20% rush surcharge — you keep your rug and your place in production, and no cancellation is required. This rush refund is independent of, and in addition to, the delayed-shipment cancellation right above.

Send claims in writing to hello@warpandhearth.com, with your order number.

Inspect your rug on delivery. For transit damage and anything discoverable on reasonable inspection — visible damage, a size outside the stated tolerance, colors materially different from your approved sample, or visible workmanship defects — we ask that you send your written claim within 14 days of delivery, with photographs of the piece and, if available, the packaging. Prompt claims are a request, not a trap: they let us fix problems while carrier-insurance and workroom records are fresh. A claim made after 14 days is still honored; a delay reduces or bars a claim only to the extent the delay itself demonstrably prejudiced our ability to verify or remedy the problem.

For manufacturing defects that could not reasonably have been discovered on inspection, send your written claim promptly after discovery. In every case, give us a reasonable opportunity to inspect the piece, by photographs or by return shipping that we arrange and pay for.

Nothing in this section cuts off, or is intended to cut off, any right or remedy that Massachusetts law gives you, including your implied-warranty rights.

Delivery to the address you give at checkout is complimentary. You are responsible for: providing an accurate and complete delivery address; having someone available to receive the piece; and telling us at ordering — with reasonable lead time — about any building requirements at the delivery address, such as a certificate of insurance, freight-elevator reservation, or loading-dock booking, and arranging any that only a resident can arrange.

Shipment is by independent insured carriers; we manage the carrier and any transit-damage claim — your claim is always with us, never with the carrier or the workroom.

Refusal of a conforming piece at delivery is not a return and creates no refund right; the order remains payable in full, and the attempt counts as a delivery attempt.

If a delivery attempt fails for reasons within your control — an inaccurate address, no one available to receive, refusal of a conforming piece, or a building turning the delivery away because arrangements you were responsible for were not made — that attempt counts as a delivery attempt, and re-delivery and any interim storage will be charged at our actual, documented out-of-pocket cost. We will show you that cost in writing before rescheduling and bill it through a separate checkout link that you pay before re-delivery is scheduled; we never charge your stored card for post-sale fees.

If we cannot complete delivery within 90 days of the first attempt for reasons within your control, despite written notices, we may deliver the piece into commercial storage in your name at your documented cost; the piece remains yours (title passed on payment in full) and storage accrues to you.

Risk of loss passes to you on delivery. Title to the physical piece passes to you on payment in full.

If you supply photographs, artwork, logos, or other content for use in your design, you represent and warrant that you own it or hold all rights and permissions needed for us to use it, and you grant us a license to reproduce and adapt it as needed to design and produce your commission. You will indemnify us against third-party claims arising from content you supplied, as described in Section 16.

We may decline to produce any design that we reasonably believe infringes someone else's rights or is unlawful. If we decline before production begins, we will refund every amount you have paid for work not yet performed — including the sample fee if your sample has not been started.

You own the physical rug and the physical sample outright, with everything ordinary ownership includes: use them, display them anywhere, lend them, gift them, or resell them. No license from us is needed to own, enjoy, or resell the pieces you bought, and nothing in these terms restricts those ownership rights.

The design is a different matter. We claim rights only in what we actually created: our original, human-authored design work — the CAD drafting, color development, and workroom adaptations embodied in your piece — remains the intellectual property of Warp & Hearth to the extent the law protects it. Raw AI-generated concept images may not carry copyright at all, and we claim no rights in any material beyond what the law actually gives us. Content you supplied remains yours and is expressly carved out of this claim; the license you grant us in it is described in the section above and the photography section below.

What you agree, as a promise in this contract, not to do is make new copies: you will not reproduce the design of your piece, create close derivative rug designs from it, or commission reproductions of it from another workroom. This covenant is about manufacturing new copies — it does not limit your ownership, use, display, or resale of the piece itself.

Exclusivity is not included by default: we may reuse or adapt design elements in future work. If you want your design retired after your commission, ask us — exclusivity is available by separate written agreement for an additional fee.

We may photograph your sample and your finished rug and use those images — and our design contributions embodied in them — in our portfolio, on our website, on social media, and in marketing materials.

We will not publish your name, your address, or photographs of your home's interior without your separate written consent. If you prefer that your piece not be used in our marketing at all, email hello@warpandhearth.com before or when you place your order and we will honor it.

By commissioning a handmade natural-fiber piece, you accept these ordinary characteristics and agree to follow the written care instructions we provide with your piece. Damage caused by your failure to follow those care instructions, or by alteration of the piece, is not a manufacturing defect and is not covered by our express defect promise. This section defines the scope of the express promise only: it does not exclude or modify the implied warranty of merchantability or any other warranty, remedy, or right that Massachusetts law gives you, all of which are unaffected.

You agree to indemnify and hold us harmless from third-party claims, losses, and reasonable attorney's fees to the extent they arise from: (a) content or artwork you supplied for your design; (b) inaccurate delivery or access information you provided, or your failure to arrange building access requirements you were responsible for — including charges a building, carrier, or property manager imposes on us as a result; or (c) your misuse or alteration of the piece after delivery.

This indemnity does not apply to the extent a claim is caused by our own negligence or willful misconduct.

We are not responsible for delay or failure to perform (other than payment obligations) caused by events beyond our reasonable control — including fire, flood, severe weather, epidemics, labor disruption, materials or supplier failures (including failure, closure, or capacity loss of our workroom or of yarn and material suppliers), carrier delays, utility or internet outages, and government action. Lead times extend by the length of the delay, we will notify you of any material impact, and your delayed-shipment cancellation right under Section 9 still applies. If we cannot re-place your commission with an equivalent workroom within a reasonable time, you may cancel for a full refund of every amount you paid, including any applied sample credit.

If something goes wrong, email hello@warpandhearth.com with your order number and a description of the issue, and give us 30 days to work with you in good faith — most problems are solved this way in days. This invitation does not limit, delay, or condition any right you have under M.G.L. c. 93A, § 9, including your right to send a demand letter under that statute.

Either party may bring an individual claim in small claims court. All other disputes arising out of these terms or your order will be brought exclusively in the state or federal courts located in Suffolk County, Massachusetts, and both parties consent to venue and personal jurisdiction there — except that small-claims actions may be brought in any court of competent jurisdiction.

These terms contain no mandatory arbitration clause, no class-action waiver, and no jury-trial waiver.

If you fail to pay amounts properly invoiced and owed under these terms, you will pay our reasonable costs of collecting those unpaid amounts, including reasonable attorney's fees.

These terms, and every sample order and commission under them, are governed by the laws of the Commonwealth of Massachusetts, without regard to its conflict-of-laws rules. Nothing in these terms deprives you of any protection of Massachusetts consumer law.

Each version of these terms is dated. We will not change the terms of an order after you have placed it — your order is governed by the version you accepted at its checkout. Material changes take effect for you only after we post the new dated version and you accept it at your next checkout. Archived prior versions are available on request at hello@warpandhearth.com.

These terms, your approved CAD preview and sample, and your order confirmation are the entire agreement for your commission and supersede prior discussions. No employee or representative may modify these terms orally; any modification must be in writing and confirmed by us. In any conflict between marketing descriptions and the approved CAD preview and sample, the approved CAD preview and sample control the specification of your piece.

If any provision of these terms is held unenforceable, it applies to the maximum extent permitted and the remaining provisions stay in full force. Nothing in these terms excludes or limits any warranty, remedy, or right that Massachusetts law — including G.L. c. 106 § 2-316A and M.G.L. c. 93A — does not permit us to exclude or limit, and some limitations in these terms may not apply to you.

Reach us at hello@warpandhearth.com.

By ticking the agreement box at checkout — a box that is never pre-checked — and completing your purchase, you acknowledge that you have read and understood these Terms & Conditions, that you agree to be bound by the date-stamped version you accepted, and that the refund rules that apply to your purchase were displayed word-for-word next to the payment button before you paid. This section restates the acceptance described in Section 1; it adds no obligation beyond those stated elsewhere in these terms.