Cancellation and Refund Policy
Returns, Replacements & Refunds
Due to the custom-made nature of our products, we do not accept returns, exchanges, or refunds for change of mind, incorrect size selection, color preference, personal preference, or minor variations in detailing, shape, texture, or color.
Custom-made orders are not eligible for return or refund.
Replacement requests will be accepted only in the following cases:
- Wrong product received
- Damaged product received
- Major manufacturing defect
To be eligible for a replacement request, customers must contact RugCult within 24 hours of delivery and provide:
- A complete unboxing video recorded from the moment the package is opened
- Clear photos or videos showing the issue
- Order details for verification
Claims submitted without an unboxing video may not be eligible for replacement or resolution.
Advance Payment & Booking Amount (Custom / Made-to-Order Rugs)
Custom and made-to-order rugs are produced exclusively for each customer once an order is confirmed. To begin production, customers pay an advance (booking amount), typically 20% of the order value. This advance is non-refundable, as it covers the cost of materials, artisan labour, and production resources that are committed to your order as soon as work begins.
By placing a custom or made-to-order order and paying the advance, you acknowledge and agree that the advance will stand forfeited in the following cases:
- You cancel the order after production has started.
- You refuse to accept delivery, or the parcel is returned to us because you were unreachable or unavailable at delivery.
- You do not pay the remaining balance and the order cannot be completed or delivered.
In such cases, the forfeited advance is retained only to recover the genuine costs already incurred in producing your rug, and not as a penalty. The balance amount (if any) is not charged in these situations. This policy applies specifically to custom and made-to-order products due to their personalised, non-resellable nature.
