Refund & Exchange Policy

At The Rug Mart, we are committed to delivering the highest quality rugs and exceptional customer service. Our refund and exchange policy is designed to be fair, transparent, and clear, ensuring a positive shopping experience while upholding the integrity and quality standards of our products.

1. International Customers

No Refunds or Exchanges

All international sales are final. We cover all duties, taxes, and customs fees to your country at no additional charge, providing significant value to our customers. Due to the substantial shipping and customs costs involved in both directions, returns, refunds, or exchanges are not feasible for international orders.

Exception: Damaged Rugs

If your rug arrives damaged, please contact us within 48 hours of receipt, providing clear photographs of the damage. The rug must be returned to our nearest representative for inspection (at the customer's expense). Upon receipt and verification of the damage, we will issue a full refund for the rug price and reimburse the return shipping costs, or provide a replacement rug.

For further details, please refer to the “Defects vs. Non-Defects” section below.

2. Local Customers (Pakistan Only)

2.1 Refunds

Refunds are available only for defective rugs and must be reported within 48 hours of delivery, accompanied by clear photographs.

Rugs must be returned in their original, unused condition with all tags intact (return shipping at the customer's expense).

Once the returned rug is received and inspected, the refund will be processed to the original payment method.

Rugs damaged due to misuse, improper handling, or any cause other than a manufacturing defect are not eligible for refund.

2.2 Exchanges

Exchanges are permitted and must be requested within 5 days of delivery, supported by clear photographs.

Customers may exchange a rug for another of equal value.

Rugs must be returned in their original, unused condition with all tags intact.

Return shipping is at the customer's expense. Upon receipt and inspection, The Rug Mart will determine, at its sole discretion, whether the rug meets the required condition for exchange. Only rugs passing inspection will qualify.

If exchanging for a rug of higher value, the customer is responsible for paying the price difference.

3. Defects vs. Non-Defects

What Constitutes a Defect

A rug may be considered defective if the issue significantly impairs its usability or appearance, including:

• Manufacturing flaws such as holes, tears, broken threads, or uneven stitching.
• Significant color discrepancies where the rug is clearly the incorrect color.
• Material defects, including missing fibers, patches, or faulty backing causing unraveling.
• Damage incurred during shipping, such as holes, tears, or stains (must be reported within 48 hours).

What Does Not Constitute a Defect

The following are natural characteristics or variations inherent to handmade rugs and are not grounds for refund or exchange:

• Variations in pile direction that affect appearance from different angles.
• Minor irregularities in size, weave, pattern, or knot density typical of handmade production.
• Initial shedding or fluffing upon unpacking.
• Small cosmetic variations, such as fringe length or slight asymmetry.
• Temporary pile folding or creasing due to packaging and shipping, which resolves naturally with use over time.

Important Note

The Rug Mart reserves the sole and exclusive right to determine whether a rug is defective. All decisions regarding refunds and exchanges are at the sole discretion of The Rug Mart.

4. Return and Exchange Procedure (Local and International)

• Contact The Rug Mart via email at info@therugmart.co or WhatsApp at +92-300-8991005.
• Package the item securely to prevent damage during return shipment.
• Ship the item using a traceable courier service to the following address:
• THE RUG MART
  2-A/1, North Circular Avenue, DHA, Phase-1
  Karachi, Pakistan
• Upon receipt, we will inspect the item and process the approved refund or exchange accordingly.

5. Additional Notes

• For verified defective items, the full product cost and associated shipping expenses will be refunded.
• For approved exchanges, only the product cost will be credited; original shipping charges are non-refundable. The Rug Mart will cover 50% of the shipping cost for the replacement item.
• Items purchased during promotional sales or discounts are not eligible for refund or exchange.
• The Rug Mart is not liable for loss or damage during return shipment; we recommend using insured and traceable shipping.
• Customers bear responsibility for any loss or damage to the item during return transit. Receipt of the returned item is not guaranteed.