1. Overview
At ThePieCraft, we want you to love your rug. If you are not entirely satisfied with your purchase, we offer a 30-day return window from the date of delivery, subject to the conditions below.
2. Return Eligibility
To be eligible for a return, your item must:
- Be returned within 30 days of the delivery date
- Be in its original, unused condition — unrolled but not placed, walked on, or used
- Have all original tags, packaging, and documentation intact
- Not show signs of wear, washing, alterations, pet hair, or post-delivery damage
We reserve the right to decline returns that do not meet the above conditions.
3. Non-Returnable Items
- Custom-made or bespoke rugs (custom sizes, colours, or patterns)
- Items purchased on final sale or clearance
- Items that have been used, washed, or altered
- Items damaged due to improper care or handling after delivery
- Gift cards
4. How to Initiate a Return
Step 1: Contact us at contactus@thepiecraft.in or via WhatsApp within 30 days of delivery. Include your order number, reason for return, and photographs of the item.
Step 2: Our team will review your request and respond within 2–3 business days with approval or rejection and further instructions.
Step 3: Upon approval, carefully repack the rug in its original or suitable protective packaging and ship it to the address provided.
Step 4: Share the return tracking details with us via email.
Note: Return shipping costs are to be borne by the customer, unless the return is due to a defect or error on our part.
5. Refund Process
Once we receive and inspect the returned item, we will notify you of approval or rejection within 3 business days. If approved, refunds will be processed to your original payment method:
- Credit/Debit Card, UPI, or RuPay: within 5–10 business days
- Cash on Delivery (COD): bank transfer (NEFT/IMPS) within 7–10 business days
Shipping charges are non-refundable unless the return is due to our error or a defective product.
6. Partial Refunds
Partial refunds may be granted for items returned with minor signs of use or missing original packaging. The deduction amount will be communicated at the time of return approval.
7. Exchanges
We offer exchanges for the same or equivalent product subject to availability. Follow the same process as a return (Section 4) and mention your exchange request. Exchange items will be dispatched only after we receive and inspect the returned product.
8. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item:
- Contact us within 48 hours of delivery
- Share clear photographs of the damage, packaging, and shipping label
We will arrange a replacement or full refund at no additional cost, including return shipping.
9. Custom Orders
Custom rug orders are non-refundable and non-returnable once production has commenced. If there is an error on our part (wrong size, colour, or specifications), we will offer a remake or full refund.
10. Contact Us
Email: contactus@thepiecraft.in
Phone: +91 78238 89290
Address: Mumbai, Maharashtra, India
