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Refund & Cancellation Policy

Last updated: July 13, 2026

Effective Date: 28-07-2026

Last Updated: 28-07-2026

At Rugs by Netyex, every rug is crafted with care and attention to detail. As many of our products are handmade and manufactured specifically after an order is placed, our refund and cancellation policy differs from businesses selling ready-stock inventory.

Please read this policy carefully before placing your order.

1. Our Commitment

Customer satisfaction is our priority. We are committed to delivering high-quality handmade rugs and providing fair resolutions if any genuine issue arises.

Due to the handcrafted and made-to-order nature of our products, certain limitations apply to cancellations, returns, and refunds.

2. Made-to-Order Products

Most rugs available on Rugs by Netyex are manufactured only after your order has been confirmed.

This allows us to offer:

  • Custom sizes
  • Custom colors
  • Personalized designs
  • Premium craftsmanship
  • Reduced unnecessary inventory

Because production begins specifically for your order, these products are generally not eligible for return once manufacturing has commenced.

3. Order Cancellation

Before Production Begins

Orders may be cancelled before production starts.

If payment has already been received, an eligible refund will be processed after deducting any applicable payment gateway charges or administrative fees, where permitted by law.

After Production Begins

Once manufacturing has commenced:

  • Orders generally cannot be cancelled.
  • Advance payments become non-refundable.
  • Customized work already completed cannot be reversed.

This is because materials, labor, and production capacity are allocated specifically for your order.

4. Custom & Personalized Rugs

Products customized with any of the following are considered custom-made:

  • Size
  • Shape
  • Color
  • Material
  • Pattern
  • Logo
  • Private Label Branding
  • Special Design Requests

Custom-made products cannot be cancelled, returned, or exchanged after production begins unless there is a verified manufacturing defect.

5. Return Eligibility

Returns may be considered only under the following circumstances:

  • The wrong product was delivered.
  • The product arrived with significant shipping damage.
  • There is a verified manufacturing defect.
  • The product materially differs from the confirmed order specifications.

All return requests are subject to review and approval by our customer support team.

6. Non-Returnable Products

The following items are generally not eligible for return:

  • Custom-made rugs
  • Personalized products
  • Used rugs
  • Washed or cleaned products
  • Products altered after delivery
  • Products damaged due to improper use or care
  • Clearance or final-sale items (where specified)

7. Handmade Product Variations

Because our rugs are handcrafted, slight variations are a natural characteristic of artisan-made products.

These variations are not considered defects and are not grounds for return or refund.

Examples include:

  • Minor size variation (within accepted industry tolerance)
  • Slight color variation due to natural fibers or dye lots
  • Texture differences
  • Hand-finishing variations
  • Small weaving irregularities that do not affect functionality

These characteristics make every handmade rug unique.

8. Damaged or Defective Products

If your order arrives damaged or appears to have a manufacturing defect:

Please notify us within 48 hours of delivery.

Include:

  • Order Number
  • Photographs of the product
  • Images of the shipping box
  • Images of the shipping label
  • Close-up photographs of the issue

Failure to report shipping damage within the specified timeframe may affect the resolution process.

9. Inspection Process

Every reported issue is carefully reviewed.

Depending on the situation, we may request:

  • Additional photographs
  • Product measurements
  • Video evidence
  • Return inspection
  • Independent courier inspection

Our team will determine the most appropriate resolution after evaluating the information provided.

10. Resolution Options

If a claim is approved, Rugs by Netyex may offer one or more of the following solutions:

  • Repair
  • Replacement
  • Partial refund
  • Full refund
  • Store credit
  • Alternative mutually agreed resolution

The chosen resolution will depend on the nature and severity of the issue.

11. Refund Processing

Approved refunds will be processed using the original payment method whenever possible.

Estimated processing time:

  • Payment Gateway Refunds: 5–10 business days
  • Bank Transfers: 7–14 business days

Processing times may vary depending on your bank or payment provider.

12. Shipping Costs

Original shipping charges are generally non-refundable unless:

  • An incorrect product was shipped.
  • A verified manufacturing defect exists.
  • The error was caused by Rugs by Netyex.

Return shipping responsibilities will be communicated during the claim process.

13. Refused Deliveries

If a shipment is refused without prior authorization or returned because the customer failed to accept delivery:

  • Original shipping costs are non-refundable.
  • Return shipping charges may be deducted from any eligible refund.
  • Storage or handling fees imposed by the carrier may also apply.

14. Lost Packages

If a shipment is lost during transit, we will work closely with the shipping carrier to investigate.

Depending on the outcome of the investigation, we may provide:

  • Replacement shipment
  • Refund
  • Alternative resolution

Claims relating to lost shipments must be reported promptly.

15. Force Majeure

Refunds or cancellations will not apply for delays or interruptions caused by events beyond our reasonable control, including:

  • Natural disasters
  • Government restrictions
  • Customs inspections
  • Transportation disruptions
  • War or civil unrest
  • Pandemics
  • Labor strikes
  • Force majeure events

16. Chargebacks

If you believe there is an issue with your order, we encourage you to contact us first so we can work toward a fair resolution.

Initiating an unwarranted chargeback without first allowing us the opportunity to resolve the issue may delay the resolution process and could result in the suspension of future orders.

17. Need Assistance?

Our customer support team is always available to assist you with:

  • Order updates
  • Manufacturing status
  • Shipping questions
  • Return requests
  • Product concerns
  • Custom order assistance

We believe clear communication is the best way to ensure a positive experience.

Contact Us

Rugs by Netyex
A Division of Netyex Export House Private Limited

🌐 Website: https://netyex.com

📧 Email: support@netyex.com

📍 Registered Office: Noida, Uttar Pradesh, India