1. Returns

We accept returns only in the following cases:

  • Wrong item received
  • Damaged item received during transit

Returns are not accepted for:

  • Custom orders
  • Slight color variation
  • Handmade texture differences
  • Change of mind

2. Mandatory Video Requirement

To request a return/refund:

  • Customer must record a full unboxing video
  • Video must start before opening the parcel
  • Package seal must be clearly visible

Claims without video proof will not be accepted

3. Damage Claims Process

If your parcel is damaged:

  1. Record full unboxing video
  2. Take clear images of damage
  3. File complaint on courier company website
  4. Contact us with:
    • Order number
    • Images
    • Video proof
    • Courier complaint reference

4. Refund Approval

Once verified:

  • Refund or replacement will be processed
  • Refund method: original payment method
  • Processing time: 5–10 business days

5. Custom Orders

Custom-made rugs:

  • No return
  • No refund
  • No exchange

6. Cancellation Policy

  • Cancellation allowed within 24 hours
  • After 24 hours, cancellation may not be accepted

7. Customs Charges

  • Customs duties are non-refundable
  • Paid by customer directly to authorities