Welcome to the Refund and Return Policy page of Custom Rugs Factory, your trusted destination for high-quality bespoke handmade carpets. At Custom Rugs Factory, located in Jallapur Nai Basti Bhadohi, Uttar Pradesh, India, we value your satisfaction with our products and strive to provide a seamless shopping experience. This document outlines the terms and conditions under which refunds and returns are accepted. Please read it carefully, as it contains essential information about our refund and return process, ensuring transparency and trust between our business and you, our valued customer. If you have any questions or concerns regarding our policy, please do not hesitate to contact our customer service team at info@customrugsfactory@gmail.com.

At Custom Rugs Factory, customer satisfaction is our top priority. We take immense pride in the craftsmanship and quality of our handmade rugs, which are crafted with meticulous attention to detail. Our products include a range of hand-tufted, hand-knotted, hand-woven, and durry rugs, tailored to meet the unique needs of our clients in the United States, United Kingdom, UAE, and London. Despite our best efforts to ensure that each rug meets our stringent quality standards, we understand that there may be occasions when a product does not meet your expectations, or an issue arises. Our Refund and Return Policy has been designed to address such situations, providing a clear and fair framework for returns, exchanges, and refunds.

To be eligible for a return, the rug must be unused, unwashed, and in the same condition that you received it. It should also be in its original packaging with all tags and labels attached. Any sign of use or damage caused by the customer will render the rug ineligible for return or exchange. Returns must be initiated within 30 days of the date of delivery. This period allows us to maintain the quality and integrity of our products. Any requests for returns made after 30 days will not be accepted. This policy ensures that our customers promptly inspect and report any issues. A valid receipt or proof of purchase must be provided to initiate the return process. This proof is necessary to confirm the authenticity of your purchase and helps us track and manage returns efficiently. Without proof of purchase, we may be unable to process your return or exchange. Please note that custom-made or personalized rugs are not eligible for returns unless they are defective or damaged upon arrival. These rugs are specifically made to order, based on your specifications, making them unique. Due to their bespoke nature, we cannot accept returns or exchanges on custom orders unless a manufacturing defect or damage in transit is evident. We urge our customers to provide detailed specifications and approve the final design and colors before production to avoid misunderstandings.

Certain items are non-returnable and non-refundable. As mentioned earlier, custom-made or personalized rugs cannot be returned or exchanged unless they arrive defective or damaged. We advise all customers to carefully consider their design choices before placing an order for a custom rug. Items purchased on sale or clearance are considered final sale and are not eligible for returns or refunds. This policy applies to all promotional items, seasonal sales, and clearance items. We encourage customers to verify their choices before completing their purchase of sale items. Gift cards cannot be returned or refunded. Gift cards are treated as cash and are non-refundable under any circumstances.

If you meet the eligibility criteria for a return, please follow the steps outlined below to initiate the return process. This structured approach ensures that all returns are handled efficiently and fairly. Begin by contacting our customer service team at info@customrugsfactory@gmail.com. Please provide your order number, the reason for the return, and any supporting photographs if the item is damaged or defective. Our customer service representatives will guide you through the process and address any questions you may have. Once your return request is reviewed and approved, you will receive a Return Authorization (RA) number along with instructions on how to return the item. The RA number is crucial for tracking your return and ensuring that it is processed correctly. Please do not return the item without an RA number, as this may result in delays or the inability to process your return. It is essential to pack the item securely to prevent damage during transit. We recommend using the original packaging, including any protective materials, to ensure the rug arrives in good condition. Include a copy of the receipt or proof of purchase along with the RA number in the package. Send the item back to the address provided by our customer service team. We recommend using a trackable shipping service to ensure the safe return of your item. Custom Rugs Factory is not responsible for items lost or damaged during return shipping. Please retain the tracking information until your return has been confirmed. Once we receive the returned item, our quality control team will inspect it to ensure it meets our return eligibility criteria. This inspection process is thorough and aims to verify that the rug has been returned in the original condition. If the item is approved, we will proceed with the refund or exchange process. If the item does not pass the inspection, we will contact you to discuss the next steps.

If your return is approved, you can expect the following. Refunds will be issued in the original form of payment used for the purchase. If you paid with a credit card, the refund will be credited back to the same credit card account. If you paid using another payment method, the refund will be processed accordingly. This ensures that the refund process is straightforward and aligns with how you originally paid. Refunds are typically processed within 7-10 business days after we receive the returned item and complete the inspection. However, please note that it may take additional time for the refund to appear on your account statement, depending on your bank or credit card issuer. We will notify you via email once your refund has been processed. In some cases, partial refunds may be issued. For example, if an item is returned not in its original condition, damaged, or missing parts for reasons not due to our error, a partial refund may be granted at our discretion. The amount of the partial refund will be determined based on the extent of the damage or missing components. A restocking fee may apply to certain returns. This fee will be communicated to you during the return authorization process, if applicable. Restocking fees are typically a percentage of the original purchase price and are deducted from the refund amount. This fee covers the costs associated with processing the return and restocking the item.

If you wish to exchange an item for a different product, color, or size, please follow the return process outlined above. Once your return is approved and the item is received, we will process the exchange and send you the new item. Please note that exchanges are subject to product availability. If the desired item is not available, a refund will be issued instead. We recommend contacting our customer service team to check the availability of the desired item before initiating an exchange. We take great care to ensure that our rugs are of the highest quality. However, if you receive a damaged or defective item, please contact our customer service team within 7 days of receiving the product. We will require photographs of the damaged or defective item for verification purposes. Upon verification, we will provide instructions on how to return the item, and we will offer you the option of a replacement or a full refund. If your rug is damaged during transit, please retain all packaging materials and contact us immediately. We will work with you to resolve the issue quickly and to your satisfaction. If a manufacturing defect is identified, we will offer a replacement of the same item or a full refund. We stand by the quality of our products, and defects are taken seriously to ensure the highest standards of quality and craftsmanship.

Customers are responsible for the cost of return shipping, except in cases where the item is damaged, defective, or incorrect due to our error. In such cases, Custom Rugs Factory will cover the return shipping costs. We recommend using a shipping method that provides tracking and insurance, as we cannot be responsible for items lost or damaged in transit. Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect item shipped). This policy helps cover the costs associated with processing and handling your order. For customers outside India, the return process may vary. International customers are responsible for all shipping costs, including return shipping, customs, and duties. Please contact our customer service team for specific instructions on returning items from your location. We advise international customers to verify the return process and associated costs before proceeding with a return.

If you received an item as a gift and wish to return it, please provide the gift receipt or order number when contacting our customer service team. Gift items returned will be processed as store credit, which can be used toward future purchases. The store credit will be issued in the form of a gift card or digital voucher, depending on the circumstances of the return. In certain cases, a restocking fee may apply to returns. This fee will be communicated to you during the return authorization process, if applicable. Restocking fees are typically a percentage of the original purchase price and are deducted from the refund amount. This fee covers the costs associated with inspecting, repackaging, and restocking the item.

We are here to assist you with any questions or concerns you may have regarding our Refund and Return Policy. Our customer service team is dedicated to providing you with prompt and helpful support throughout the return process. Please do not hesitate to contact our customer service team at info@customrugsfactory@gmail.com. We are committed to ensuring your satisfaction and providing you with a hassle-free shopping experience. Custom Rugs Factory reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes to this policy will be posted on this page, and the revised policy will be effective immediately upon posting. We encourage you to review this page regularly to stay informed of any updates. By continuing to use our website and services after any changes are made, you agree to the terms of the updated policy

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This Refund and Return Policy does not affect your statutory rights as a consumer. If you have any questions about your legal rights, please consult your local consumer protection organization or legal advisor. We are committed to upholding your rights and ensuring fair treatment in all transactions. At Custom Rugs Factory, we are dedicated to delivering exceptional quality and customer satisfaction. Our Refund and Return Policy is designed to be fair and transparent, ensuring a positive shopping experience for all our customers. We appreciate your business and look forward to serving you again. Thank you for choosing Custom Rugs Factory, where quality craftsmanship and customer service are our hallmarks.

This Refund and Return Policy is intended to provide clarity and peace of mind when shopping with Custom Rugs Factory. We understand that purchasing handmade rugs is an investment, and we want you to feel confident in your purchase. Our commitment to quality and customer satisfaction drives us to maintain high standards and offer a policy that reflects our dedication to our customers. We are here to support you every step of the way, from selecting the perfect rug to resolving any issues that may arise. Your satisfaction is our success, and we thank you for trusting Custom Rugs Factory with your rug needs.