Return & Refund Policy
Your satisfaction with our rugs is our priority. If you decide to return an item, please review the terms below to ensure a smooth and timely process.
Return Window
- Return requests must be submitted within 7 calendar days from the delivery date.
- For international orders, please notify us of your intent to return within 48 hours of delivery; ship the item back within 7 business days after coordination and approval.
Eligibility
- The rug must be unused, free from stains, odors, unusual creases, or any wear-related damage.
- Return the rug in its original condition, rolled and properly wrapped; include the order number inside the package.
- All accessories (if any)—such as cover, certificate, tags, and invoice—must be included.
- Providing photos of the rug and packaging prior to dispatch may be required by support.
Non-Returnable Items
- Customized or made-to-order items (special size/color/design).
- Rugs that have been washed, repaired, cut, or show signs of use.
- Framed pictorial rugs if the frame has been opened or damaged.
- Items marked as “Final Sale” on the product page.
How to Start a Return
- Submit a request via the “Contact Us” page or through your account.
- Upon preliminary approval, we will share the warehouse address and packing guidelines.
- After the item reaches our warehouse, quality inspection takes 1–3 business days; we will notify you of the result.
Shipping Costs
- If there is an inherent defect or we shipped the wrong item, we cover round-trip shipping and insurance.
- In all other cases, return shipping and insurance are the customer’s responsibility. We recommend insuring the parcel.
Refunds
- Once quality inspection is approved, refunds are issued within 3–7 business days to the original payment method.
- Bank charges, customs duties, and destination taxes (for international orders) are non-refundable.
- For exchanges, any price difference is calculated based on the current price listed on the website.
Transit Damage
- If your package arrives damaged, report it within 24 hours with photos of the carton, shipping label, and the item.
- Please keep the packaging and accessories until the case is resolved.
Color Variations & Size Tolerance
- Due to screen differences and photography lighting, minor color variations are natural.
- For handwoven rugs, a size tolerance of ±3% is acceptable and not considered a defect.
- Slight waviness, minor weaving irregularities, and small motif variations are inherent characteristics of handmade pieces.
Order Cancellation
- Orders may be canceled before they are handed over to the shipping carrier.
- Customized orders cannot be canceled after placement.
For faster handling, please coordinate with our support team before dispatching any return shipment.
Last updated: 2025-08-29
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