We want you to feel completely confident and happy with your purchase. If for any reason the item you receive is not what you expected, you can return it to us with ease. We accept returns within 14 days of delivery, provided the product is unused, in its original condition, and with all tags and packaging intact.
To start a return, simply contact our customer service team with your order details. They will guide you through the steps and provide the return address. Once we receive your item, we will inspect it and process your refund to your original payment method. Refunds may take a few working days to appear, depending on your bank or payment provider.
Please note that shipping costs for returns are the responsibility of the customer unless the product is faulty or damaged upon arrival. In such cases, we will cover the return shipping and ensure a replacement or full refund.
Our goal is to make the return process fair, quick, and stress-free. If you have any questions about your order or the return process, our team is always here to help.
How to Request a Return?
We understand that sometimes a product may not be exactly what you expected, and you may need to return it. Our goal is to make the return process smooth, clear, and hassle-free for you. If you would like to send back an item you purchased, the easiest and fastest way is to use our “Request a Return” page.
To begin, visit our Request a Return page on our website. There, you will find a simple form that asks for your order number, your full name, contact details, and the reason for the return. Please fill in the form carefully so our team can quickly verify your order and process your request. Make sure to submit any helpful details, such as whether the product arrived damaged or if you received the wrong item.
Once your request is submitted, our customer service team will review it within a short time. You will then receive a confirmation email with clear instructions on how to send the product back. We may also provide you with a return label for easier shipping.
When returning the item, please pack it securely to avoid damage during transit. The product should be in its original condition and packaging, unless it was faulty on arrival. After we receive and inspect the returned item, we will process your refund or arrange a replacement, depending on your preference and our policy.
When Will I Get My Refund or Replacement?
Once we receive your returned item, our team will carefully check it to make sure it matches the return request and is in the right condition. This process usually takes 1–3 working days after the package reaches us. If everything is fine, we will start your refund or send out your replacement right away.
For refunds, the time it takes to show in your account depends on the payment method you used:
Credit/Debit Card – Usually 5–10 working days, depending on your bank’s speed.
Bank Transfer – Normally 2–4 working days after processing.
Cash on Delivery Orders – We will send your refund through bank transfer or store credit within 2–4 working days.
If you choose a replacement, we will send it as soon as your return is approved. Shipping time for replacements will depend on your location and our courier partners, but most orders reach customers within 3–7 working days. You will get a tracking number as soon as the replacement is shipped.
In case your return doesn’t meet the conditions in our Returns Policy (for example, damaged due to misuse, missing original tags, or not in resellable condition), we will contact you to discuss options. This may include sending the item back to you without a refund or replacement.
We always aim to process refunds and replacements as quickly as possible because we value your time and trust. However, there may be rare cases where courier delays or bank processing times cause a slight wait. If your refund or replacement takes longer than the timelines mentioned above, you can always reach out to our customer support team with your order details, and we will look into it immediately.
Tip: To speed up the process, please make sure your return is packed well, includes all original tags and accessories, and is sent using a reliable courier service. The sooner we get it back in good condition, the sooner we can process your request.
Exceptions and Non-Returnable Items
While we aim to make our return process as flexible and customer-friendly as possible, certain products and situations fall outside the scope of our standard return policy. These exceptions are in place to ensure product quality, maintain hygiene standards, and protect the craftsmanship of our handmade rugs and carpets.
Custom-Made and Personalized Rugs
Any rug or carpet made to your exact specifications — including size, design, color, or personalized details — is non-returnable. Handmade custom orders involve a unique production process tailored only for you, which means these items cannot be resold. We strongly recommend reviewing your order details and confirming all measurements and design elements before finalizing your purchase.
Clearance and Final Sale Items
Products purchased under clearance, “final sale,” or heavily discounted promotions are not eligible for returns or exchanges unless they arrive damaged or defective. All sales in these categories are considered final at the time of purchase.
Used or Altered Rugs
We cannot accept rugs that have been used, altered, washed, or repaired after delivery. Any changes made to the original product condition will void the return eligibility. We encourage customers to unroll and inspect rugs carefully upon arrival, before placing them in use.
Hygiene-Sensitive Products
Certain products, such as prayer rugs or carpets intended for personal or religious use, may be exempt from returns for hygiene reasons once they have been used or unwrapped from sealed packaging.
Late Returns
All returns must be initiated within the timeframe stated in our return policy (usually within 7–14 days of delivery). Items returned after this period cannot be accepted.
Damaged Due to Misuse or Poor Packaging
We cannot process returns for products damaged due to misuse, improper care, or poor packaging during the return shipment. Please follow our packaging guidelines to ensure your rug reaches us safely.
Inspection and Final Decision
All returned rugs undergo a thorough inspection. If a rug does not meet the return conditions listed above, we reserve the right to decline the request and send the product back to you at your expense.
By understanding these exceptions, you help us maintain fair policies for all customers while protecting the artistry, effort, and quality behind every rug we sell.