Refund policy
Return
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. There are two exceptions to this policy. Any product from Southwest Looms has a 3 Day In-Home Trial and can be returned for any reason within those three days. And any custom item is nonreturnable due to its bespoke nature.
- Southwest Looms: Three (3) day in-home trial
- Custom Items: Nonreturnable
- Sale Items: Nonreturnable
To be eligible for a return, your item, including Southwest Looms' products, must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Custom and handmade items are not eligible for returns. Custom-sized rugs from Southwest Looms are not eligible for returns.
Sale and Clearance items are not eligible for returns.
To start a return, you can contact us at info@diamondwranch.shop
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customer is responsible for cost of return shipping.
You can always contact us for any return question at info@diamondwranch.shop.
Christmas Holiday Exception
Orders placed between November 1 and December 23 may be returned until January 25 of the following year.
Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please ensure you review products details carefully before completing your purchase, as final sale items are not eligible for returns or exchanges
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the item you would like.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@diamondwranch.shop
