Refund & Exchange Policy

At The Rug Mart, we value our customers and strive to provide the highest quality rugs and services. Our refund and exchange policy is designed to be fair, transparent, and straightforward, ensuring that you have a positive shopping experience while maintaining the quality standards of our products.

Refunds

• Defective rugs must be reported within 48 hours of the delivery with clear photos.
• Refunds are only applicable in the rare case that a rug is found to be defective.
• Customers are initially responsible for the cost of returning the item, including shipping charges. Once the returned item is received and inspected, the refund will be processed, including reimbursement of all shipping costs along with the original payment.
• Refunds will be credited using the same method of payment used during purchase.
• Any item found damaged due to misuse, improper handling, or any reason other than a manufacturing defect will not be eligible for a refund.

Exchange

• Exchange requests must be submitted within 48 hours of receiving your delivery.
• Any item purchased may be exchanged for an item of equal value.
• If you wish to exchange a rug for one of greater value, you will be responsible for paying the difference, as informed to you by The Rug Mart.
• Items must be returned in their original, unused condition with all tags intact.
• The Rug Mart retains the sole and exclusive right to determine if the item you seek to exchange has been returned in its original condition.

Return & Exchange Procedure

• Contact The Rug Mart via email at info@therugmart.co or Watsapp +92-304-933-4333.
• Properly pack the item to prevent damage during shipment.
• Ship the item via a traceable delivery method to our return address: 2-a/1, North Circular Avenue, DHA, Phase-1, Karachi, Pakistan.
• Upon receipt, we will inspect the item and process your refund or exchange accordingly.

Additional Notes

• Minor variations in handmade rugs (color, size, weave) are not considered defects.
• In case of defective product, all shipping and product cost will be refunded.
• For exchanges, only the cost of the product will be refunded, excluding the original shipping charges. However, The Rug Mart will cover 50% of the shipping cost for the replacement item.
• Items purchased during discounts or sales are not eligible for refund or exchange.
• The Rug Mart is not responsible for loss or damage during the return shipment; insured shipping is recommended.