Return Policy

Eligibility & Timeline

• Any item delivered outside India is not eligible for return or refund.
• Product exchange is available within 15 days of receiving your order only in the case of a manufacturing defect.
• The customer is responsible for all shipping charges, freight costs, applicable taxes, and duties associated with the exchange.
• The buyer must select an exchange product of similar or higher value.
• The rug must be returned in the same condition in which it was delivered.
• Original packaging, labels, and serial number tags must be intact and legible. Missing, altered, or illegible tags will void exchange eligibility.
• Custom and made-to-order rugs are eligible for exchange only in the case of a manufacturing defect.

How Exchange Works

• Raise an exchange request by calling +91 7665017083 or emailing [email protected] .
• Within 1–2 working days, our Customer Support team will contact you.
• Our team will assist you in selecting an exchange product of similar or higher value.
• After your exchange request is approved, our authorized courier partner will contact you to arrange the pickup of the rug on behalf of Jaipur Rugs.
• The applicable pickup and shipping charges will be communicated in advance and will be borne by the customer.
• Once the original product is received at our warehouse, it will undergo a mandatory quality inspection.
• After the quality inspection, if there is any balance payment applicable, we will request the payment.
• Once the balance payment is received (if applicable), we will dispatch the new product to your location.
• Shipping charges for the replacement product (excluding customs duties, taxes, and any other applicable charges) will be borne by Jaipur Rugs.

Exchange Value

• If the value of the new selected product is higher than the original product value, the buyer must pay the balance amount before dispatch.
• If the value of the new selected product is lower than the original product value, Jaipur Rugs will issue a credit note for the balance amount, which can be redeemed on our website within 6 months from the date of issue.

Quality Check

• Every exchanged rug undergoes a mandatory quality inspection upon arrival at our warehouse.
• The replacement will be processed only after the product successfully passes the quality inspection.

Damaged or Defective Items

• If you receive a product with a manufacturing defect, notify us within 48 hours of delivery.
• We may request photographs of the rug via email before approving the exchange.
• For custom and made-to-order rugs, exchange is applicable only in the case of a verified manufacturing defect.

Cancellations

• Orders can be cancelled online at any time before shipment, with a full refund.
• Once an order has shipped, it can no longer be cancelled and must instead go through the standard return process.

Exclusions

The following are not considered manufacturing defects:

• Occasional sprouting, pulled yarns, or loss of individual tufts.
• Shedding (this can be reduced by vacuuming the rug on low power at least twice a week).
• Colour or texture variations caused by natural fibres and dyes, or prolonged exposure to sunlight, humidity, heat, or atmospheric conditions.
• Rolling marks, which generally disappear with routine vacuuming.
• Matting or crushing that occurs through regular use and can be minimized through proper maintenance.
• Temporary odour from newly unpacked rugs, which can be reduced by placing the rug (back side up) in direct sunlight for up to 24 hours.