Returns and refunds

We want you to love the rug you choose, and we know a rug looks different on your own floor. This policy sets out how to return one and how refunds work. It forms part of our terms of sale, and it does not affect your rights under consumer law.

Your 14 days

You may return a rug within 14 days of delivery [[CLIENT TO CONFIRM]], for any reason, if:

• it is unused, clean and undamaged, with no marks, odours or pet hair;
• it has its labels and, where possible, its original packing; and
• it was not made to order or bought in a sale (see below).

The 14 days count from the day the courier records the delivery.

What cannot be returned

Unless they arrive damaged or not as described, we cannot take back [[CLIENT TO CONFIRM]]:

• rugs made to order in a custom size, colour or design;
• rugs bought in a sale or at a marked-down price; and
• rugs that have been cut, altered, fitted with a pad glued to them, or cleaned by anyone else.

How to return a rug

1. 1.Write to us through the contact form or on WhatsApp within the 14 days, with your order number and the reason.
2. 2.We reply within one business day with a return reference and instructions.
3. 3.Roll the rug (never fold it), wrap it, and label it with the return reference.
4. 4.In India, we arrange the collection from your address at no cost to you [[CLIENT TO CONFIRM]]. Abroad, you send the rug to the address we give you, by a tracked service, at your cost; please keep the receipt.

Refunds

When the rug reaches us, we check it within 2 business days. If it meets the conditions above, we refund you within 5 to 7 business days [[CLIENT TO CONFIRM]]:

• Paid in full online: to the card, UPI account or bank account you paid with.
• Cash on delivery: the 25% advance to the card, UPI account or bank account you paid it with, and the 75% you paid the courier by bank transfer to an Indian account in your name.
• Delivery charges: refunded if the rug was damaged or not as described; otherwise, the original delivery charge is not refunded.

Your bank may take a few more days to show the money. We tell you by email when we issue the refund.

International orders: import duties and taxes you paid on arrival are collected by your government, not by us, so we cannot refund them. Some countries let you reclaim them when goods are sent back; please ask your customs authority.

Damaged, faulty or wrong rugs

If your rug arrives damaged, has a fault, or is not the rug you ordered, tell us within 48 hours of delivery [[CLIENT TO CONFIRM]], with photos of the rug, the label and the packing, and keep the packing. We will arrange a collection at our cost and offer a replacement, a repair or a full refund including delivery, as you prefer.

Handmade rugs vary. Small differences in colour between a photograph and the rug, slight variations in size (up to 3% [[CLIENT TO CONFIRM]]), gentle colour changes across the field (abrash) and minor irregularities in the knotting are part of the craft and are not faults.

Cancelling before dispatch

You can cancel a confirmed order from your account, or by contacting us, until it is being packed; after that, contact us and we will cancel it if it has not left. Everything you paid, including a cash on delivery advance, is refunded to the original payment method in full. Once the rug has been dispatched, the return process above applies. The cancellation policy has the full detail.

Refused deliveries

If you refuse a cash on delivery order at the door, we refund the 25% advance less the actual cost of sending the rug out and back [[CLIENT TO CONFIRM]]. If you refuse a prepaid order, we refund the order less the same shipping costs. See the payments policy for details.

Questions

Contact us with your order number. We reply within one business day, Monday to Saturday.