Refund policy


At Udaipur Rugs, we take pride in the quality and craftsmanship of every rug we deliver. Please read this policy carefully before making a purchase, as it governs all return, replacement, and refund requests.

1. Return Eligibility

Your order is eligible for a return only if:

  • There is a genuine manufacturing defect that cannot be repaired or fixed, or
  • The design/product delivered is different from what was ordered, or
  • The product was damaged in transit due to our shipping partner.

Returns are not accepted for:

  • Custom-made or made-to-order rugs (no returns or refunds once production has started).
  • Rugs purchased during promotional sales, clearance events, or discounted offers.
  • Products that are used, washed, stained, altered, or show any signs of mishandling.
  • Minor colour variation between the product received and the images shown on our website- this is a normal characteristic of handmade rugs and is not valid grounds for return.

2. Reporting Window

  • Any damage, defect, or wrong item must be reported within 48 hours of delivery.
  • Requests raised after 48 hours will not be accepted, except for excessive shedding, which must be reported within 30 days of delivery.
  • Requests raised outside the applicable timeline will be automatically declined.

3. How to Raise a Return Request

Step 1: Contact us within 48 hours

Step 2:  Submit documentation
To process your claim, you must provide:

  • Multiple high-quality photographs from different angles clearly showing the defect/damage.
  • Photographs of the product both packed and unpacked.
  • A video recording of the rug being opened and unwrapped (strongly recommended - claims without unboxing video may be rejected in case of dispute).

Send all documentation to support@udaipurrugs.com with your order number, name, and address.

Step 3: Pickup & logistics

  • Once your request is approved, our team will coordinate a pickup with our shipping partner.
  • Return shipping costs are borne by the buyer in all cases, including wrong/defective item claims.
  • We do not provide return packaging - the customer is responsible for securely packing the rug to prevent damage in transit. Rugs damaged due to inadequate return packaging will not be eligible for a refund.

Step 4: Quality inspection

  • On receipt at our facility, the rug undergoes a full quality inspection to verify the reported defect.
  • If no defect is found, or if damage is assessed to be caused by the customer, the return will be rejected, no refund will be issued, and the rug will be shipped back to the customer at their cost.

Step 5: Resolution

  • If approved, we will initiate a replacement of the original design (subject to stock availability) or a refund, at our discretion.
  • Replacement with a different design is considered only in exceptional cases and is subject to stock availability.

4. Refund Terms

  • Approved refunds are processed within 3–4 business days of the returned item passing quality inspection.
  • All approved refunds are subject to a 5% administrative deduction from the total refundable amount.
  • Orders cancelled after production has commenced are eligible for a 50% refund of the order value only.
  • Charges for any Stain Resistant Coating or similar add-on treatments are non-refundable and cannot be adjusted against a replacement order.
  • For orders placed with an advance payment (including Cash on Delivery with advance), the advance payment is non-refundable, owing to the custom, made-to-order nature of our rugs.

5. Conditions That Void a Return

A return/replacement will be rejected if the product:

  • Is not in the exact same condition as delivered.
  • Has been used, washed, altered, or soiled in any way.
  • Is missing original packaging, labels, or tags.
  • Shows any damage not disclosed at the time of the original 48-hour report.

6. Contact Us

For any return, replacement, or refund query, reach out to our After-Sales Team:

Udaipur Rugs reserves the right to make the final decision on all return, replacement, and refund requests based on the quality inspection outcome.