Contact our After-Sales Team within 48 hours of receiving your order:

• Phone: +917800800588
• Email: support@rugvine.com

If you receive a damaged or defective item:

• Notify us within 48 hours of receipt
• Provide multiple high-quality images from different angles showcasing the condition and defects
• Include a video recording of the rug being opened and unwrapped (optional but recommended to prevent disputes)
• Email images and video documentation to support@rugvine.com

Your order is eligible for return only if:

• There is a manufacturing defect that cannot be repaired or fixed
• The return request is raised within 48 hours of receiving the order
• All rugs purchased during promotional sales or clearance events
• Custom rugs and made-to-order products (no returns or refunds once ordered)

How to Raise a Return Request:

Step 1: Submit Return Request Within 48 Hours

• Call our support team: +917800800588
• Email your request: support@rugvine.com

Step 2: Prepare Complete Documentation

• Provide multiple high-quality images from different angles showcasing the product's condition
• Include photographs of the product opened for damage inspection and securely packed
• Submit a video recording of the rug being opened and unwrapped (recommended to prevent disputes)

Step 3: Arrange Pickup & Logistics

• Our dedicated after-sales team will coordinate return logistics with you
• Our shipping partner will pick up the rug from your location at a mutually agreed time
• Return shipping costs are borne by the buyer

Step 4: Quality Inspection & Assessment

• Upon receipt at our facility, the rug undergoes comprehensive quality inspection
• Our team will assess the damage, defects, and manufacturing issues

Step 5: Refund Processing or Replacement

• If the item is damage-free and meets all return conditions, we initiate the refund process within 48 hours
• Approved refunds are subject to a 5% administrative deduction from the total refundable amount

Conditions for Successful Return or Exchange:

• Be returned in the exact same condition as originally delivered
• Not be used, washed, altered, tampered with, or soiled in any way
• Have original packing materials, labels, and tags completely intact
• Not show signs of damage (damaged rugs are ineligible for return)

Refund Processing Timeline:

• Refunds are processed promptly after the carpet is received and reviewed by our quality assurance team
• Approved refunds are subject to a 5% deduction from the refundable amount
• Processing typically completes within 48 hours following quality inspection approval
• Orders cancelled after production has commenced are eligible for a 50% refund of the total order value
• Any charges for Stain Resistant Coating treatments are non-refundable and cannot be transferred to replacement orders