Return & Refund Policy

We want to make sure you are completely happy with what you buy from us. We stand behind the quality and workmanship of all our carpets, rugs, and custom furniture. This policy explains our refund, return, and cancellation rules in an easy-to-understand way.

Our Refund Policy

If you don’t like what you purchased from us for any reason, you can return it for a full refund within 14 days of when you received your order anywhere in Dubai. Here are the requirements to get a refund:

• The item must be unused and in brand-new condition
• You must have the original packaging and all tags still attached  
• You need to show us your order number and receipt as proof of purchase

To start a return for a refund, simply email or call us to let us know why you want a refund. We will then give you instructions on how to ship the item back to our warehouse. Make sure to follow the instructions carefully! Once we receive the returned item in good, unused condition, we will refund you the full amount using the same payment method you used to place the order.

There are a couple of situations where we cannot give you a refund:

• If the item shows any signs of use, wear, or damage
• If it is a custom, made-to-order item specifically for you
• If more than 14 days have passed since you received the item

Unfortunately, we cannot refund you for the original shipping costs on your order. But, if the return is our mistake, we will cover the cost of shipping for the return.

Our Return Policy

If your carpet, rug, or furniture arrives damaged or is not what you expected based on the description, you can return it within 30 days to exchange it for a different item by following these simple steps:  

1. Do not remove any packaging or tags from the item
2. Contact our customer service team within 7 days to explain the issue
3. We will give you a special Return Authorization number
4. Ship the item back to us using the Return Authorization 

When we receive the returned item and see there truly is an issue, we will make arrangements to send you a replacement item or exchange it for something different you would like instead, at no extra cost to you if you live in Dubai.

Order Cancellation Policy

We understand that sometime­s plans change. If you need to cance­l your order before it ships and it’s a re­gular product we have, you can get all your mone­y back. But if it’s something made special for you, no re­fund.

Custom orders that we­ have begun making cannot be cance­led. We charge half the­ price if you end a custom order be­fore production begins.

For any order cancellation, the shipping fees you originally paid are non-refundable. And of course, we cannot cancel orders that have already been shipped out.

To summarize our policies in simple words:

– You can return items within 14 days for a full refund

– Exchanges are allowed within 30 days for a different item

– Standard orders can be canceled before shipping for a refund 

– Custom orders have fees if canceling after production starts

– Original shipping costs are non-refundable

Our goal is for you to love your purchase from rugsandcarpets.ae! If you ever have any other questions about refunds, returns, or cancellations, please reach out to our friendly customer service team. We’re always happy to explain things in a way that is easy to understand.