Return & Refund Policy

At RugNoor, every rug undergoes thorough quality inspection before dispatch to ensure it meets our high standards of craftsmanship and quality. As approximately 90% of our rugs are handcrafted and made to order, each order is manufactured specifically for the customer. Accordingly, we maintain a strict but fair return, cancellation, and exchange policy.

Returns & Refunds

All sales are considered final.

We do not accept returns or provide refunds for reasons including, but not limited to:

  • Change of mind

  • Product no longer required

  • Incorrect purchase made by the customer

  • Minor handmade variations

Please review all product specifications, dimensions, colors, and materials carefully before placing your order.

Manufacturing Defects

We take great pride in the quality of our products.

If you believe your rug has a genuine manufacturing defect, please notify us within 7 days of delivery by emailing rugnoor@gmail.com with:

  • Order number

  • Registered mobile number

  • Clear photographs of the issue

  • A detailed description of the defect

Every claim will be carefully reviewed by our quality control team.

If the claim is approved, RugNoor will replace the product with the same item at no additional cost.

If an identical replacement is unavailable, RugNoor may, at its sole discretion:

  • provide an equivalent replacement, or

  • issue a refund.

The decision of RugNoor regarding manufacturing defect claims shall be final.

Damage During Transit

If your order arrives damaged during shipping, you must notify us within 48 hours of delivery.

Please retain:

  • Original packaging

  • Shipping labels

  • Photographs of the outer packaging

  • Photographs of the damaged rug

Failure to report transit damage within the specified period may result in rejection of the claim.

Return Shipping for Approved Claims

For approved manufacturing defect or transit damage claims, RugNoor will either:

  • arrange reverse pickup wherever available, or

  • reimburse reasonable return shipping charges after prior approval.

If inspection determines that the returned product does not have a manufacturing defect or shipping damage, the claim will be rejected.

In such cases:

  • Return shipping charges will not be reimbursed.

  • The product may be shipped back to the customer at the customer's expense.

Inspection & Resolution

All approved return requests are subject to inspection upon receipt at our facility.

Inspection generally takes 5–7 business days after the returned product is received.

If the claim is approved:

  • Replacement orders are generally dispatched within 7–15 business days, depending upon production requirements and availability.

  • Approved refunds, where applicable, will be processed within 7–10 business days after final approval.

Made-to-Order Products

Approximately 90% of RugNoor rugs are handcrafted and produced specifically after an order is placed.

These products are:

  • Non-cancellable once production begins

  • Non-returnable

  • Non-refundable

  • Non-exchangeable

The only exception is a verified manufacturing defect or transit damage approved by RugNoor.

Contact Us

For all return, replacement, or damage-related queries, please contact us at:

Email: rugnoor@gmail.com

Please include:

  • Order Number

  • Registered Mobile Number

  • Clear photographs of the product

  • Description of the issue

Our customer support team will respond as soon as possible to assist you.