Refund policy
RETURN, REFUND & EXCHANGE POLICY
Last updated: 9 September 2026
This policy applies to all purchases made on bombayrugs.in ("Bombay Rugs", "we", "us", "our"). By placing an order, you agree to the conditions below. Please read them carefully before buying — the unboxing video requirement in Section 3 is mandatory, and no claim of any kind can be accepted without it.
1. WHEN CAN YOU RETURN OR EXCHANGE
1.1 A return, refund or exchange is possible ONLY in these three cases:
(a) WRONG PRODUCT — the product delivered is not the product you ordered;
(b) WRONG SIZE — the size delivered is not the size you ordered;
(c) DAMAGED / DEFECTIVE — the product arrived damaged or with a manufacturing defect, clearly visible in your unboxing video.
1.2 We do NOT accept returns, refunds or exchanges for change of mind, "did not like it", colour or texture looking different from the screen, or the rug not suiting your room. Please check the size, colour and description carefully before ordering.
1.3 Minor variations in colour, texture, size and design are inherent to handmade rugs. These are characteristics of the craft, not defects, and are not grounds for return.
2. THE 3-DAY WINDOW
2.1 You must inform us within 3 days of the date your order is delivered, by PHONE CALL.
2.2 Requests raised after this 3-day window will not be accepted.
2.3 Once your request is approved, you must dispatch the product back to us within 3 days of approval and share the courier tracking details with us.
3. MANDATORY UNBOXING VIDEO
3.1 You must record a clear, continuous and uncut video while opening your package for the first time. The video must:
(a) start before the outer packaging is cut or opened;
(b) clearly show the shipping label with your name and order details;
(c) continue without any pause, cut or edit until the product is fully opened and inspected.
3.2 This unboxing video is the only accepted proof for a wrong-product, wrong-size, damage or defect claim.
3.3 No unboxing video = no return, no refund, no exchange. There are no exceptions to this rule.
3.4 Photos taken after opening, or videos that are edited, paused, or begin after the package is already open, will not be accepted as proof.
4. HOW TO RAISE A REQUEST
4.1 CALL US at +91 76789 69067 within 3 days of delivery.
4.2 After the call, send us the following on WhatsApp (+91 76789 69067) or by email (bombayrugs.in@gmail.com):
(a) your order number;
(b) the complete unboxing video;
(c) clear photographs of the issue and of the invoice.
4.3 We will review your request and reply with either an approval and the return address, or the reason the request cannot be accepted.
5. RETURN SHIPPING — ARRANGED AND PAID BY THE CUSTOMER
5.1 The return shipment must be arranged and paid for by the customer. We do not offer reverse pickup.
5.2 Return courier charges are not refundable under any circumstances.
5.3 Use a reliable, trackable courier service and share the tracking number with us. We strongly recommend insuring the shipment. The product remains your responsibility until it is delivered to us.
6. PACK IT THE WAY YOU RECEIVED IT
6.1 The returned product must be packed securely — in the original packaging, or packaging that gives equivalent protection.
6.2 The product must be returned unused, unwashed and clean, with all tags, labels and packaging intact. Products returned used, soiled, stained, washed or altered will be rejected, and any courier cost for sending them back to you will be payable by you.
6.3 When your return parcel reaches us, we will record a continuous unboxing video of it, and that video will be shared with you.
6.4 If the product reaches us damaged, soiled, or in a worse condition than shown in your unboxing video — whether due to inadequate packing or damage during the return transit — we may, at our discretion:
(a) deduct an amount from your refund proportionate to the damage; or
(b) refuse the refund entirely.
In either case, our inspection video will be provided to you as evidence.
7. REFUNDS
7.1 A refund is given only when:
(a) a WRONG PRODUCT was delivered; or
(b) the product arrived DAMAGED or DEFECTIVE and a replacement is not possible.
7.2 A WRONG SIZE is settled by exchange only (Section 8), not by refund.
7.3 Once the returned product is received and passes inspection, your refund will be initiated within 7 business days to your original payment method.
7.4 Original delivery charges paid on the order are non-refundable.
7.5 Any deduction made under Section 6 will be communicated to you along with the inspection video.
8. EXCHANGES
8.1 Wrong size delivered → exchange for the size you originally ordered. Wrong product delivered → exchange for the correct product, or a refund (Section 7).
8.2 Exchanges follow the same 3-day window, the mandatory unboxing video, and return shipping at the customer's cost.
8.3 The replacement product will be dispatched only after the original product is received by us and passes inspection.
8.4 Any price difference will be payable by you or refundable to you, as applicable. Delivery charges for the replacement product may apply.
9. NON-RETURNABLE ITEMS
9.1 Custom-made and made-to-order rugs (made to your chosen size, colour or design) are not eligible for return or exchange — except in the case of a wrong product, wrong size, or a manufacturing defect established through the unboxing video.
9.2 Products marked "final sale" or "non-returnable" on the product page are not eligible for return, refund or exchange.
10. CANCELLATIONS
10.1 Ready-stock orders may be cancelled free of charge any time before dispatch by contacting us.
10.2 Custom and made-to-order items may only be cancelled within 24 hours of placing the order, as set out in our Terms of Service.
11. CONTACT
Phone / WhatsApp: +91 76789 69067
Email: bombayrugs.in@gmail.com
Contact page: https://bombayrugs.in/pages/contact
All rugs sold on Bombay Rugs are 100% genuine and hand-crafted. We value every purchase and are committed to resolving any genuine issue fairly and quickly.