Return, Exchange & Refund Policy

At Artista Rugs, every rug is handcrafted with exceptional care by skilled artisans. As many of our products are handmade or custom made, slight variations in size, texture, color, and finish are a natural characteristic of handcrafted rugs and are not considered defects.

1. In Stock Rugs

We accept returns or exchanges for eligible in stock rugs under the following conditions:

Eligible Reasons

Returns or exchanges will be accepted if the rug:

• Arrives damaged during transit.

• Has significant manufacturing defects that affect its quality or usability.

• Has noticeable stains or discoloration not disclosed before purchase.

• Has a size variation exceeding 3% of the stated dimensions.

• Differs substantially from the item ordered.

Conditions

To qualify for a return or exchange:

• You must notify us within 48 hours of delivery.

• The rug must be returned within 7 days of delivery.

• The rug must be unused, unwashed, and free from stains, odors, pet hair, or any signs of use.

• The original packaging, labels, and tags must be retained.

• Proof of purchase and photographs of the issue must be provided.

Once the returned item is received, our quality team will inspect it. If approved, we will process your refund or exchange.

Refunds will be issued using the original payment method within 5 to 10 business days after the inspection is completed.

2. Made to Order & Custom Rugs

All made to order and custom rugs are handcrafted specifically for each customer after an order is placed.

For this reason, all made to order and custom rugs are final sale and are not eligible for cancellation, return, exchange, or refund due to:

• Change of mind.

• Color preference.

• Design preference.

• Texture or pile direction.

• Minor handmade variations.

• Size variations within 3%.

• Delays caused by customs, shipping carriers, or unforeseen circumstances beyond our control.

Returns or refunds for made to order rugs will only be considered if the rug arrives with a major manufacturing defect, or the incorrect rug was delivered.

3. Handmade Variations

Every Artista Rug is individually handcrafted. The following are natural characteristics of handmade rugs and are not considered defects:

• Slight variations in color due to dye lots and monitor settings.

• Minor size variations within ±3%.

• Slight differences in carving, texture, pile direction, or weave.

• Small irregularities that reflect the handmade nature of the product.

4. Creases and fold marks

Temporary creases or fold marks resulting from packaging, folding, rolling, or transportation are not considered a manufacturing defect and are not, by themselves, grounds for a refund or replacement. Customers are expected to allow reasonable time for the rug to settle before requesting a return on this basis.

5. Return Shipping

If the return is due to our error, including a defective, damaged, or incorrect item, Artista Rugs will cover the reasonable return shipping costs.

For approved returns requested for any other eligible reason, the customer is responsible for the return shipping costs.

6. How to Request a Return

Please email us within 48 hours of delivery at [email protected] with:

• Your order number.

• Product name.

• Clear photographs of the issue.

• A brief description of the problem.

Our team will review your request and provide return instructions if your request is approved.

7. Non Returnable Items

The following items cannot be returned or exchanged:

• Made to order rugs.

• Custom sized rugs.

• Personalized rugs.

• Rugs that have been used, washed, altered, repaired, or damaged after delivery.

• Rugs returned without original packaging, tags, or proof of purchase.

8. Contact Us

If you have any questions regarding our Return, Exchange & Refund Policy, please contact us at:

Email: [email protected]

We are committed to ensuring every customer receives a rug that meets our quality standards and will work with you to resolve any genuine manufacturing or shipping issues promptly.