Return & Refund Policy
Cancellation and Refund Policy
At The Rich Rug, we prioritize quality and customer satisfaction. Due to the handcrafted nature of our products and the complexities of international shipping, we have a strict no-cancellation and no-refund policy.
1. Order Cancellations
Cancellations Not Accepted:
Once an order is placed and processed, cancellations are not possible.
Exceptional Cases:
If you believe there has been an error in your order, such as duplicate payments or incorrect details, contact us within 24 hours of placing the order at feedback@therichrug.com Such cases will be reviewed, and resolutions may be offered at our sole discretion.
2. Refund Policy
Refunds Not Available:
Due to the bespoke nature of our products, refunds are not provided once the order has been shipped.
Damaged or Defective Items:
If your order arrives damaged or defective, we are committed to resolving the issue:
Notify us within 48 hours of delivery at feedback@therichrug.com
Provide photographs and video of the damaged product and its packaging.
In such cases, unboxing video of the parcel is mandatory.
We will review the issue and may offer a replacement or store credit as appropriate.
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3. Returns
No Returns:
As each product is made-to-order and shipped internationally, returns are not accepted.
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4. Dispute Resolution
For any disputes or concerns, please contact our support team:
Email: feedback@therichrug.com
We aim to resolve all customer concerns amicably and fairly.
5. Additional Notes
Customs Duties and Taxes:
All applicable customs duties and taxes in the destination country are the responsibility of the customer and are non-refundable.
Undeliverable Packages:
If a package is returned to us due to customer errors (e.g., incorrect address, refusal to accept the package, or refusal to pay customs duties), the order will be deemed forfeited, and no refund will be issued.