Refund policy

BestCustomRugs.com
Refund & Return Policy

This policy applies to all custom rug orders placed through BestCustomRugs.com. Because every rug is handcrafted and made to order, all sales are final once the design is approved.

1. Mockups, Revisions, and Final Design

  • A digital mockup is provided before production.

  • Each order includes up to 3 revisions.

  • Once the client signs off on the design, the design becomes final and locked, and production begins immediately.

2. No Refunds or Exchanges

  • BestCustomRugs.com does not offer refunds under any circumstances.

  • BestCustomRugs.com does not accept exchanges.

  • Deposits are non-refundable, including in situations where the client cancels the order after payment.

3. Manufacturer Defects (Transit Damage Only)

The only qualifying defect is damage that occurs during transit.
Examples include:

  • Torn, punctured, or crushed packaging leading to visible rug damage.

  • Structural damage caused by shipping mishandling.

The following are not considered defects:

  • Color variation due to screen display differences

  • Texture variation inherent in handmade rugs

  • Changes requested after design approval

  • Minor aesthetic preferences

4. Required Inspection Window

Clients must inspect their rug within 48 hours of delivery.
To file a claim, email support(@)bestcustomrugs.com with:

  • Clear photos of the damage

  • Description of the issue

  • Delivery date and order number

Claims submitted after 48 hours cannot be accepted.

5. Signature Required for Delivery

All shipments require a signature at delivery to confirm receipt.
This step helps protect your rug during transit and ensures accurate delivery confirmation.

6. Return Shipping Costs for Approved Claims

If a replacement is approved due to validated transit damage:

  • Return shipping is the responsibility of the customer.

  • A replacement rug will be produced once the damaged rug is received or properly documented, depending on carrier requirements.

7. Resolution for Valid Claims

  • No refunds are provided, even in the case of confirmed damage.

  • For qualifying transit damage claims, a replacement rug will be issued at no additional cost for production.

  • Claims without sufficient documentation cannot be approved.

8. Chargebacks and Disputes

By placing an order, the client agrees to the terms in this policy.
Any chargeback or payment dispute filed outside the guidelines of this policy is considered a breach of the terms agreed to by the client.
BestCustomRugs.com reserves the right to provide all documentation, signed approvals, communication history, and delivery verification to the payment provider to resolve disputes.