Cancellation and Refund Policy
At Your Rug Store, we want you to have a smooth shopping experience. This policy explains our rules regarding order cancellations, returns, replacements and refunds.
1. Order Cancellation
Cancellation requests should be submitted as soon as possible after placing the order.
You can request cancellation by contacting us at:
An order can generally be cancelled only if it has not yet been processed, manufactured or dispatched.
Once an order has entered production or has been dispatched, cancellation may no longer be possible.
2. Custom and Made-to-Order Rugs
Custom-sized, personalized or made-to-order rugs are produced according to the specifications provided by the customer.
Because these products are specifically created for you, they may not be eligible for cancellation or return once production has started, except where required by applicable law or where the product is defective or damaged.
Please carefully verify:
- Rug dimensions
- Design
- Colour
- Material
- Other customization details
before confirming your order.
3. Return Eligibility
For eligible standard products, you may request a return within 7 days of delivery.
To qualify for a return:
- The product must be unused.
- The product should be in its original condition.
- The product should not have been washed, altered or damaged.
- Original packaging should be retained where applicable.
- Proof of purchase/order details must be provided.
Certain products may be excluded from returns due to their customized or made-to-order nature.
4. Damaged or Defective Products
If your rug arrives damaged or has a manufacturing defect, contact us at yourrugstore0@gmail.com within 48 hours of delivery.
Please provide:
- Order number
- Photographs of the product
- Photographs of the packaging
- Video of the unboxing, if available
- Description of the issue
After reviewing the issue, we may offer a replacement, repair, refund or another appropriate resolution, depending on the circumstances.
5. Wrong Product
If you receive a product different from what you ordered, please contact us within 48 hours of delivery.
After verification, we will arrange an appropriate resolution where applicable.
6. Refunds
Once a return is approved and the returned product has been received and inspected, we will process the applicable refund.
Refund processing times may vary depending on the payment method and payment provider.
The amount refunded will be communicated to you after the return is reviewed.
7. Shipping Charges
Original shipping charges, if separately charged, may not be refundable except where required by applicable law or where the issue is attributable to an error or defect on our part.
For customer-initiated returns that are not due to a defect or incorrect product, return shipping charges may apply.
8. Cash on Delivery Orders
For COD orders, there is no advance payment to refund if the order is cancelled before delivery.
If a COD order has already been delivered and is subsequently approved for a refund, the refund process may require bank account, UPI or other payment details from the customer.
9. Return Shipping
Where a return is approved, we will provide instructions regarding the return process.
Customers should not ship products to us without receiving return instructions from our support team.
10. Refund Timeline
Once a refund has been approved, it may take approximately 5–7 business days for the amount to reflect in your account, depending on the payment method and financial institution.
11. Non-Returnable Products
Unless otherwise required by applicable law, the following may not be eligible for return:
- Custom-sized rugs
- Personalized rugs
- Made-to-order rugs
- Products altered according to customer specifications
- Products damaged after delivery due to customer handling
- Used, washed or modified products
12. How to Request a Return or Cancellation
Please contact us with:
Order Number:
Customer Name:
Registered Email Address:
Reason for Request:
Photographs/Videos, where applicable:
Email: yourrugstore0@gmail.com
Our team will review the request and provide the next steps.