Refund and Returns Policy
Refund Policy
At Silk Road Heritage Rugs Limited, we want you to be fully satisfied with your purchase. If for any reason you are not happy with your rug, you can return it under the terms outlined below.
Returns
Our returns policy lasts 14 days from the date of delivery. If 14 days have passed since you received your rug, unfortunately we cannot offer a refund or exchange.
To be eligible for a return:
The rug must be unused
It must be in the original condition
All tags, labels, and packaging must be intact
To complete your return, please retain your proof of purchase or receipt.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 7–10 business days. Please note that original shipping charges are non-refundable, unless the item was delivered damaged.
Damaged or Faulty Items
If your rug arrives damaged or defective, please notify us within 48 hours of delivery and provide photos of the issue.
In this case:
We cover all return shipping costs
You may choose between a replacement rug (subject to availability) or a full refund
Custom or Personalized Rugs
Custom-sized or personalized rugs are non-refundable, unless they arrive defective or damaged. These items are made to order and cannot be resold.
Exchanges
If you wish to exchange your rug for another design or size, please initiate a return first. You can then place a new order for the replacement rug.
Return Shipping
You are responsible for paying return shipping costs, except for items delivered damaged. Shipping costs are non-refundable.
We recommend using a trackable shipping service for returns, especially for higher-value rugs, as we cannot guarantee receipt otherwise.
Need Help?
If you have any questions or concerns about returns, refunds, or exchanges, please contact us: