At The Rug Mart, we value our customers and strive to provide the highest quality rugs and services. Our Refund & Exchange Policy is designed to be fair, transparent, and straightforward, ensuring a positive shopping experience while maintaining the quality of our products.

1. International Customers

1.1 No Refunds / No Exchange

All international sales are final. We cover all duties, taxes, and customs fees to your country free of charge. Returns are not possible, as additional shipping and customs fees would make refunds or exchanges financially unfeasible.

1.2 Exception – Damaged Rugs

Refunds for international customers are only applicable for defective rugs and must be reported within 48 hours of delivery with clear photographic evidence. The rug must be returned in its original, unused condition with all tags intact, and return shipping is initially paid by the customer.

Once received and inspected by The Rug Mart and confirmed defective, the customer will be refunded the full amount paid, along with reimbursement of the return shipping cost against a valid invoice or receipt.

2. Local Customers (Pakistan)

2.1 Refunds

Refunds for local customers are only applicable for defective rugs, reported within 48 hours of delivery with clear photos. Rugs must be returned in original, unused condition with all tags intact, and return shipping is initially paid by the customer.

Once received and confirmed defective by The Rug Mart, the customer will be refunded the full amount paid, including return shipping reimbursement against a valid invoice or receipt.

2.2 Exchange

Local customers may request an exchange within 3 working days of delivery. Rugs must be returned in original, unused condition, free from damage, alterations, odors, or signs of use, with all tags and packaging included. Return shipping costs are the responsibility of the customer.

Exchanges will be processed once the returned rug is received and approved. Customers may exchange a rug for another of equal value; if higher, the customer pays the difference; if lower, the balance is issued as store credit. The Rug Mart reserves the sole discretion to determine whether a returned rug qualifies for exchange.

3. Defects vs Non-Defects

3.1 What is considered a Defect

A rug may be defective if it significantly affects usability or appearance, including:

• Manufacturing flaws: Holes, tears, broken threads, or uneven stitching.
• Significant color issues: Major dye errors where the rug is clearly the wrong color.
• Material defects: Missing fibers, patches, or defective backing causing unraveling.
• Damage during shipping: Holes, tears, or stains caused in transit (reported within 48 hours).

3.2 What is NOT considered a Defect

Natural variations that are not eligible for refund or exchange include:

• Minor color differences due to lighting, photography, or screen display.
• Differences in pile direction affecting rug appearance.
• Handmade irregularities in size, weave, pattern, or knots.
• Normal shedding or fluffing when first unpacked.
• Small cosmetic imperfections, such as fringe length or slight asymmetry.
• Temporary folding or creasing from packaging, which flattens with use.
• Damage due to misuse or improper handling.

3.3 Important Note

The Rug Mart reserves the exclusive right to determine whether a rug is defective. All refund or exchange decisions are at our sole discretion.

4. Return & Exchange Procedure

• Contact The Rug Mart via email at info@therugmart.co or WhatsApp +92-300-8991005.
• Properly pack the item to prevent damage during shipment.
• Ship via a traceable method to: THE RUG MART – 2-A/1, North Circular Avenue, DHA, Phase-1, Karachi, Pakistan
• Return shipments must be prepaid and insured by the customer. The Rug Mart is not responsible for loss, damage, or non-receipt of returned items.
• Upon receipt, we will inspect the item and notify the customer of eligibility for an exchange or replacement.

5. Additional Notes

• For defective items, the full product value and return shipping costs will be reimbursed or exchanged.
• Items purchased during discounts or sales are not eligible for refund or exchange.
• The customer is responsible for any loss or damage during return shipping.
• The Rug Mart has the sole discretion to determine whether a returned rug qualifies for refund or exchange.

6. Disclaimer

• Photography & Color: Colors may differ slightly due to lighting, pile direction, or screen calibration.
• Rug Size: Handmade rugs may vary 3–5% from stated dimensions.
• Natural Characteristics: Initial shedding, a “new rug” scent, and minor texture variations are normal.
• Maintenance & Liability: Improper cleaning or harsh chemicals may damage your rug. Follow our Carpet Care guide; The Rug Mart is not liable for damage from unapproved methods or normal wear.
• Arrival & Settling: Rugs are shipped rolled or folded. Temporary creasing and curled edges will typically flatten in 7–14 days.
• Sprouts: Yarn loops may “sprout”; do not pull them—snip them level with scissors.