Heartwood

A story unbound from the tree. This design’s raw, organic silhouette is given a soft, warm touch with a blend of botanical silk and New Zealand wool. The concentric lines are rendered in a dense 15mm pile that invites you to feel its natural, imperfect history. A premium Malaysian cotton backing ensures it endures.

Vacuum once a week. Gently brush surface to remove dust. Blot with paper & remove spills immediately. Use professional carpet cleaning services only.

Conditions for Returns and Exchanges:

• Products are eligible for returns only if there is a manufacturing fault that cannot be fixed.
• To be eligible for a refund or replacement, requests for returns and exchanges must be made within 48 hours of receiving the order.
• We kindly request customers to provide multiple images one showing the product open for damage inspection and another with the product securely packed. This step is crucial for processing the return or exchange efficiently.

Return Shipping and Verification Process:

• In the event of a return, we require the following to facilitate a smooth and fair process:
• Multiple photos of the rug from different angles, showcasing its condition and any alleged defects.
• ⁠A video recording of the rug being opened and unwrapped, which will help to prevent any potential disputes between the customer and our support team.

Refund Processing:

• Prepaid Order Refund: Refunds for prepaid orders are processed promptly within 48 hours after the product is picked up from your location.
• COD Order Refund: Refunds for Cash on Delivery (COD) orders are processed between 8-10 working days after the product is picked up from your location. This process is initiated upon receiving your bank details. Please note that cash refunds are not provided.

Damaged Goods / Pilferage Policy

• Please do not accept the package if it appears tampered with or repacked. Rejecting such delivery helps us retrieve it in its original condition. A refund will be processed to your original payment method within 7 working days of return.
• If the packaging seems fine but the product is damaged or missing upon opening, kindly email us at support@rugvine.com within 2 days of delivery. After verification with our delivery partner, we’ll either process a refund or send a replacement within 7–8 working days.
• All return requests must be initiated within 48 hours of delivery.

• Carpet orders are delivered within 10-15 working days from the date of order.
• Carpets are carefully inspected prior to shipment, and request you to check your order upon receipt.
• If a defect is discovered, please contact our Customer Care team at +917800800366 or support@rugvine.com within 48 hours of receiving your order.
• Our office timings are 10:00 am – 6:00 pm from Monday to Saturday. (Excluding National Holidays).

• The design and motif dimensions may vary according to different sizes.
• Colors may differ slightly due to photography lighting and screen variations.
• Orders above ₹20,000 will require an advance payment due to the financial risks associated with COD for large amounts.
• ⁠All COD custom orders, will require an upfront payment to ensure financial security throughout production.