Refund policy

Return & Refund Policy

We want you to love your space. If you are not completely satisfied with your purchase, please review our return guidelines below.

Standard Size Rugs — 30-Day Return Window (India & International)

We offer a 30-day return window from the date of delivery on all standard size orders.

Conditions for Return

  • The rug must be in its original, unused condition — free of stains, dirt, pet hair, or signs of wear.
  • It must be packed securely in its original or equivalent protective packaging.
  • All original product tags and labels must remain attached.

Return Process — Orders Within India

  1. Initiate Request: Email us at support@thepiecraft.in or WhatsApp us within 30 days of delivery.
  2. Reverse Pickup: We will arrange a free reverse pickup from your address.
  3. Quality Check: Once received, the rug will undergo a quality inspection at our warehouse.
  4. Refund Processing: Approved refunds are processed within 5–7 business days to your original payment method.

Return Process — International Orders (USA & other countries)

  1. Initiate Request: Email us at support@thepiecraft.in or WhatsApp us within 30 days of delivery. We'll share the return address in India.
  2. Return Shipping: The customer arranges and pays for return shipping to India. Please use a tracked, insured service, as we can't refund a rug that doesn't reach us.
  3. Quality Check: Once received, the rug will undergo a quality inspection at our warehouse.
  4. Refund Processing: Approved refunds are issued to your original payment method within 5–7 business days of the inspection.

Custom Rugs — Final Sale

Because custom rugs are uniquely handcrafted to your exact dimensions, shapes, and specifications, they are strictly non-returnable and non-refundable, except in the case of a verified manufacturing defect or transit damage.

Cancellation Policy (Custom Orders)

  • 24-Hour Window: You may cancel or modify a custom order within 24 hours of placement for a full refund.
  • After 24 Hours: Once production begins, the order cannot be cancelled, changed, or refunded.

Handmade Variations

Due to the nature of hand-tufting and natural wool dyeing, please expect minor variations of up to ±3% in dimensions and subtle colour differences. These are characteristics of artisan rugs and are not manufacturing defects.

Damaged or Defective Rug — Free Replacement Within 7 Days

If your rug arrives damaged, broken or with a manufacturing defect, in India or abroad:

  1. Contact us within 7 days of delivery at support@thepiecraft.in or on WhatsApp, with photos or a video of the problem (unboxing video helps).
  2. Once we confirm the problem, we arrange and pay for the pickup from your address, including international return shipping.
  3. We send you a replacement rug at no cost to you. If a replacement isn't possible, we give a full refund.

Change of mind: standard-size rugs can still be returned within 30 days in original, unused condition, but return shipping is paid by the customer and we don't arrange a pickup.

Stain Resistant Coating Add-On

The Stain Resistant Coating is applied to your rug prior to shipping. Once applied, this service is non-refundable and cannot be cancelled separately.