Return Policy

 

At Sanayah Rugs, we want you to feel confident and completely satisfied with your purchase. If your rug is not the right fit for your space, you may request a return in accordance with the policy below.

Return Eligibility

You may request a return within 14 days of receiving your order.

To qualify for a return, the item must be:

  • Unused and in its original condition

  • Free from stains, damage, pet hair, odours, or signs of use

  • Returned in its original packaging

  • Accompanied by proof of purchase

Items that do not meet these conditions may not be accepted.

How to Request a Return

Before returning an item, please contact our customer-care team with:

  • Your full name

  • Order number

  • Reason for the return

  • Clear photographs of the rug and its condition

Once your request has been approved, we will provide the return instructions. Returns sent without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a tracked and insured delivery service, as Sanayah Rugs cannot be held responsible for returned items lost or damaged in transit.

Original shipping charges are non-refundable.

Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalised rugs

  • Made-to-order items

  • Final-sale or clearance items

  • Used, washed, altered, or damaged products

  • Gift cards

Please review all measurements, colours, materials, and product details carefully before ordering a custom or made-to-order rug.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery.

Include your order number and clear photographs of the product and packaging. Once reviewed, we will arrange an appropriate replacement, repair, or refund.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Shipping charges, customs duties, and import taxes are non-refundable.

Exchanges

If you would like a different size, colour, or design, please contact us. Exchanges are subject to product availability and approval. Any price difference and additional shipping costs may apply.

Colour & Size Variations

Due to differences in lighting and screen settings, colours may appear slightly different in person. Handmade rugs may also feature subtle variations in colour, pattern, texture, and dimensions. These natural characteristics make every rug unique and are not considered defects.

Need Assistance?

If you have any questions about a return, exchange, or refund, please contact our customer-care team before sending your item back. We will be happy to assist you.