Return and Refund Policies

Handmade rugs are unique investment pieces and no two rugs will be the same. Please consider this when ordering as there will be minor variations in hue, weave and finish.

Refunds and Exchange of Handmade Rugs
  1. Unfortunately, we cannot offer a refund for handmade rugs if you simply changed your mind or made a wrong decision.
  2. We will gladly exchange rugs within 60 days of purchase for handmade rugs.
  3. The exchange policy applies to rugs that are returned in a showroom in a saleable condition.
  4. We do not exchange or refund custom orders.

CHANGE OF MIND RETRURN

  • Let us know within 30 days of delivery
  • An item must be returned in the same condition you received it and is in the original packaging- NO SIGNS OF PET OR HUMAN USE.
  • $29.99 minimum return shipping fee per item is payable by the customer. Return shipping fee can be SIGNIFICANTLY HIGHER.
  • 20% restocking/repackaging fee applies per item.
  • Original Shipping Fee is not refunded.
  • Store Credit or a Refund will be given (fewer fees outlined above) if the return is approved. 
  • An exact colour match of our product images is limited by technology, including digital photography, camera angles & lighting, screen & monitor settings, pixel definitions, operating systems & web browsers. Therefore, expect likely variations in a rug’s colour compared to the images provided on our website.
  • Hojjati group cannot guarantee that the colour displayed on a customer’s particular monitor is the exact colour of the actual product.

COLOUR DIFFERENCE

Colour variances are classified as a change of mind return. A change of mind return after purchase is only valid within 30 days of receipt of your shipment (terms & conditions apply).

For a change of mind return, we offer the choice of store credit or refund (terms & conditions apply).

It is the customer’s responsibility to sufficiently package an item being returned to ensure the item is adequately protected in return transit. This includes a change of mind returns & faulty/incorrect orders. Due to the courier’s terms & conditions, sufficient repackaged images are required to be emailed prior to a return being accounted for.

DAMAGED ITEMS

If any product you receive is damaged or faulty through no fault of your own, it will be repaired, replaced at our discretion and at no cost to you.

If you notice any damage to your goods please notify our delivery drivers or our Customer Service team within 24 hours of delivery. 

We recommend you thoroughly inspect your goods when they arrive.

We may require confirmation of the damage by way of a photograph for damage assessment.

EXCLUSIONS

Any and all goods that have been used, assembled or custom products do not qualify for a refund under our Refund Policy.

HOW TO RETURN

It is the customer’s responsibility to print & securely tape return labels to an item being returned to make sure the item is not lost.

If you would like to discuss the shipping please email our customer service team at CONTACT US