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Refund and Return Policy

At Rugs Dubai, we care about customer satisfaction and always aim to deliver quality rugs and carpets. If for any reason you are not happy with your purchase, we offer a simple and transparent return and refund process.

Return Eligibility

You can request a return if the following conditions are met:

  • The rug or carpet is unused, uninstalled, unwashed, and in original condition
  • The product is returned within 30 days of delivery
  • Original packaging, tags, and invoice are included
  • Custom-made or made-to-order rugs are not returnable, unless there is a manufacturing defect

Items Not Eligible for Return

We do not accept returns or exchanges for:

  • Custom-size or personalized rugs
  • Special or made-to-order products
  • Clearance or sale items
  • Products damaged due to misuse, incorrect handling, or improper installation

Return Request Process

To start a return:

  1. Contact our customer support team
  2. Share your order number and reason for return
  3. Our team will review your request and guide you through the next steps
  4. Once approved, return the product as instructed

Please do not send products back without approval.

Refund Process

After we receive and inspect the returned item:

  • You will be notified about refund approval or rejection
  • Approved refunds are processed within 7–10 business days
  • Refunds are issued through the original payment method
  • Delivery and handling charges are non-refundable, unless the return is due to our mistake or a defective item

Damaged or Defective Items

If you receive a damaged or faulty product:

  • Inform us within 24 hours of delivery
  • Provide clear photos or videos of the issue
  • We will arrange an inspection and offer a replacement, repair, or full refund, based on the situation

Order Cancellation Policy

  • Orders can be cancelled within 24 hours of placing the order
  • Custom or made-to-order items cannot be cancelled once production has started

Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrectly delivered
  • Returned products must be packed safely to avoid damage during transit

Important Notes

  • Rugs Dubai reserves the right to refuse returns that do not meet policy conditions
  • For hygiene reasons, some products may not be eligible for return once opened

Contact Us

For any return or refund requests, please contact us:

📞 Phone: +971554722980
📧 Email: info@rugsdubai.com
📍 Address: FIXIT DESIGN CARPET AND CURTAINS TRADING L.L.C 4th St, Al Quoz 1 – Dubai

Our support team is always ready to assist you and ensure a smooth experience.