1. 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 verified 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 a 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-made and made-to-order rugs are eligible for exchange only in the case of a verified manufacturing defect.

2. How the Exchange Process Works

To initiate an exchange request, please contact our Customer Support team:

The exchange process generally works as follows:

1. Raise an exchange request by calling us or sending an email.
2. Within 1–2 working days, our Customer Support team will contact you.
3. Our team will assist you in selecting an exchange product of similar or higher value.
4. Once your exchange request is approved, our authorised courier partner will contact you to arrange the pickup of the rug.
5. The applicable pickup and shipping charges will be communicated in advance and will be borne by the customer.
6. Once the original product is received at our warehouse, it will undergo a mandatory quality inspection.
7. If the product successfully passes the quality inspection, the exchange process will proceed.
8. If there is any applicable balance payment for the newly selected product, we will request payment before dispatch.
9. Once the balance payment is received, where applicable, the replacement product will be dispatched to your location.
10. Shipping charges for the replacement product, excluding customs duties, taxes, and other applicable charges, will be borne by The Indian Carpet.

3. Exchange Value

• If the value of the newly selected product is higher than the value of the original product, the buyer must pay the balance amount before the replacement product is dispatched.
• If the value of the newly selected product is lower than the value of the original product, The Indian Carpet will issue a credit note for the balance amount.
• The credit note can be redeemed on theindiancarpet.com within 6 months from the date of issue.

4. Quality Inspection

• Every rug returned for exchange undergoes a mandatory quality inspection upon arrival at our warehouse.
• The replacement product will be processed only after the returned product successfully passes the quality inspection.
• Products that do not meet the applicable exchange eligibility requirements may not qualify for an exchange.

5. Damaged or Defective Items

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

6. Order Cancellations

• Orders may be cancelled at any time before shipment and will be eligible for a full refund, subject to applicable payment processing procedures.
• Once an order has been shipped, it can no longer be cancelled and must instead be handled according to the applicable exchange or return policy.

7. Exclusions

The following conditions are generally not considered manufacturing defects and therefore may not qualify for an exchange:

• Occasional sprouting, pulled yarns, or loss of individual tufts.
• Shedding, which can generally be reduced by vacuuming the rug on low power at least twice a week.
• Colour or texture variations caused by natural fibres and dyes.
• Changes caused by 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 minimised through proper maintenance.
• A temporary odour from newly unpacked rugs, which can be reduced by placing the rug with its back side facing up in direct sunlight for up to 24 hours.