refund policy

At Soft Rugs, we want you to love your rug. If something isn’t right, we offer a clear and fair return process. Please read the full policy below before initiating a return.

1. Return Window

You may request a return within 14 days of receiving your order on most orders except few non returnable conditions mentioned below.

2. Return Eligibility

The rug must be unused, unwashed, and in its original condition.
All tags, labels, and original packaging (including inner plastic wrap) must be intact.
The item must be securely rolled and packed as it was received.
A receipt or order confirmation is required.

3. Proof Required for Damaged or Defective Items Only

If your rug arrives damaged, defective, or incorrect, you must email us within 48 hours with the following:

📹 A continuous unboxing video showing the rug being unpacked from start to finish
📸 Clear photos of the issue and the packaging

This proof is only required for defective or damaged items. Standard returns do not require video or photos.

4. How to Request a Return

Email us
raagcarpet@gmail.com

Your order number
Reason for return
Photos/videos (if applicable)

Do not send back any items without return approval. Unauthorized returns will not be accepted.

5. Return Shipping

If your item is damaged or incorrect: We’ll provide a free prepaid return label.
For all other reasons: You’ll need to cover return shipping and use the original or equivalent packaging.

6. Packaging Guidelines

Do not discard any packaging until you’re sure you’ll keep the rug.
An extra layer of inner plastic is included in each rug — this must be used for returns.
Rugs must be securely rolled and wrapped for transit to prevent damage.

7. Exchanges

We do not offer direct exchanges. If you’d like a different item, please return your rug and place a new order.

8. Non-Returnable Items

Hand-knotted rugs of size 9×12 and above.
Custom-sized or personalized rugs. Rugs 9×12 and above are considered custom size.
Items marked as “Final Sale”
Gift cards

9. Refund Process

Once we receive and inspect your return:

If approved, your refund will be issued to the original payment method within 10 business days.
Refund timing may vary depending on your bank or card provider.

10. Order Cancellation

We understand that sometimes plans change. If you wish to cancel your order, please carefully review our cancellation policy:

⏳ 48-Hour Window: Cancellations are only accepted within 48 hours of placing the order. After this period, the order may be in production or already processed for shipment.
🧶 Hand-Knotted Rugs: All hand-knotted rugs are made to order and cannot be cancelled once the order is placed, as production begins immediately after confirmation.
📐 Large Rugs (9×12 and above): Rugs of size 9×12 and larger are considered custom-size and cannot be cancelled after the 48-hour window.
🚚 Shipped Orders: Any order that has already been shipped cannot be cancelled. You may review our return policy to request a return after delivery, if eligible.

To request a cancellation within 48 hours of ordering, please email us with your order number.