Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. The rug must be unworn or unused, free from damage, stains, odors, or signs of use, with tags attached where applicable, and in its original packaging. You’ll also need your order number, receipt, or other proof of purchase.

Please note that simply contacting us within the 30-day period does not automatically approve a return. All return requests are subject to review and approval based on the condition of the item and the requirements of this policy.

To start a return, you can contact us at support@rugwyn.com. Please include your order number, the item you wish to return, and the reason for the return. If there is an issue with the item, please also include clear photographs so we can properly evaluate it.

Please note that approved returns will need to be sent to:

RUGWYN
Bhadohi, Uttar Pradesh 221306
India

If your return is accepted, we’ll provide you with return instructions and, where applicable, a return shipping label. Do not send your item back before receiving return authorization from us. Items sent back without first requesting and receiving return approval may not be accepted.

The customer is responsible for ensuring that the returned item is properly packaged and protected during transit. We are not responsible for damage that occurs because an item was inadequately packaged for its return shipment.

You can always contact us for any return questions at support@rugwyn.com.

Order Cancellations

You may request to cancel your order before it has been shipped.

To request a cancellation, please contact us as soon as possible at support@rugwyn.com and include your order number. Cancellation requests are processed based on the current status of your order.

  • If your order has not yet entered shipment processing, we will make reasonable efforts to cancel it and issue a full refund to your original payment method.
  • If your order has already been packed, processed for shipment, or shipped, cancellation may no longer be possible.
  • If your order has already shipped or is in transit, it cannot be cancelled. You may instead request a return after receiving the item, subject to our 30-day return policy.
  • If the carrier has already received the package, we cannot guarantee that the shipment can be stopped or recalled.
  • Cancellation requests must be submitted as soon as possible after placing an order because our fulfillment process may begin shortly after purchase.

If your cancellation is approved before shipment, we will issue a refund to your original payment method. Once the refund is processed by us, the time required for the funds to appear in your account may vary depending on your bank, credit card company, or payment provider.

Once an order has been shipped, we cannot guarantee that a cancellation request can be accommodated.

Damages and issues

Please inspect your order immediately upon delivery. If your rug is defective, damaged during transit, or you receive the wrong item, please contact us as soon as possible at support@rugwyn.com.

To help us evaluate and resolve the issue quickly, please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the rug
  • Photographs of the packaging and shipping label, if the item arrived damaged
  • Any other information that may help us understand the issue

Please do not dispose of the damaged item or its packaging until we have completed our review, as we may need additional information or photographs.

If the issue is confirmed to be a manufacturing defect, damage caused during delivery, or an incorrect item sent by us, we will work with you to provide an appropriate resolution. Depending on the circumstances, this may include a replacement, repair, or refund.

We recommend contacting us before returning any damaged, defective, or incorrect item. Do not send such items back without receiving instructions from our customer service team.

Exceptions / non-returnable items

Certain products may not be eligible for return due to their nature or because they were made specifically for the customer.

Non-returnable items may include:

  • Custom-made rugs
  • Personalized rugs
  • Specially commissioned or special-order products
  • Items that have been used, washed, altered, cut, modified, or damaged after delivery
  • Items showing stains, pet hair, odors, or other signs of use
  • Sale or clearance items
  • Gift cards

Because custom and personalized rugs are made specifically according to the customer’s requirements, they may not be eligible for cancellation or return once production has started.

If you are unsure whether your particular item qualifies for a return, please contact us at support@rugwyn.com before sending anything back.

Exchanges

We do not offer direct exchanges.

The fastest way to ensure you receive the item you want is to return the original item, subject to our return policy, and once the return has been approved, place a separate order for the new item.

A new order will be treated as a separate purchase and will be subject to the pricing, availability, shipping, and other terms applicable at the time the new order is placed.

European Union 14 day cooling off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable consumer protection laws and legal exceptions.

Where this right applies, the 14-day period generally begins from the date you or a person designated by you receives the goods.

Returned merchandise must generally be in the same condition in which you received it, subject to any rights and exceptions provided under applicable law. You should take reasonable care of the item while it is in your possession.

Nothing in this policy is intended to limit any mandatory consumer rights that may apply to customers under the laws of their jurisdiction.

Refunds

Once we receive your returned item, we will inspect it to determine whether it meets the requirements of our return policy.

We will notify you once the inspection has been completed and let you know whether your refund has been approved or rejected.

If your refund is approved, we will process the refund to your original payment method within 10 business days.

Please remember that once we issue a refund, it can take additional time for your bank, credit card company, or payment provider to process and post the funds to your account. Processing times vary depending on the financial institution and payment method used.

If your refund has been approved by us and more than 15 business days have passed without the funds appearing in your account, please contact us at support@rugwyn.com.

Refund eligibility may depend on the condition of the returned item and compliance with the requirements outlined in this policy.

For any questions regarding returns, cancellations, damages, exchanges, or refunds, please contact us at:

support@rugwyn.com