All sales are final At Hands Rug Company, we take great pride in the quality and craftsmanship of our rugs. Each product is carefully designed, manufactured, and inspected to meet our high standards before being shipped to our customers. Because of the custom nature of our products, all sales are final, and we do not offer returns or exchanges. Once an order is placed and confirmed, it cannot be canceled, refunded, or modified. We encourage our customers to thoroughly review their choices before making a purchase to ensure the right size, color, and design.
While we aim for perfection, we recognize that rare manufacturing defects may occur. If you receive a product with a true manufacturing defect, please contact us immediately upon receiving the item. Customers must reach out to us by email at sales@handsrugcompany.com within 24 hours of receiving the product to report the defect and request a replacement. To expedite the process, we ask for clear photos and a detailed description of the issue. Once the defect is verified, we will arrange for a replacement with the same product. Please note, replacements are only offered for manufacturing defects and not for damage caused by mishandling, misuse, accidents, or regular wear and tear.
If a product needs to be replaced due to a confirmed manufacturing defect, the customer is responsible for arranging the return shipment of the defective item to our facility. The initial return shipping cost must be paid by the customer, but Hands Rug Company will reimburse this cost via the customer’s preferred payment method within 10 days of receiving and verifying the returned item. We recommend using a reliable shipping service with tracking to ensure the return is safely delivered. Hands Rug Company is not responsible for lost or undelivered return shipments. Please keep the original packaging to protect the product during the return process.
This return policy only applies to verified manufacturing defects. Any claims made outside of the 24-hour notification window will not be accepted. We appreciate your understanding and cooperation. If you have any questions or need further clarification, don’t hesitate to contact our customer support team at sales@handsrugcompany.com. We are dedicated to providing an excellent shopping experience for all of our valued customers.
You can cancel your order online before the shipment of the product is complete, after which the entire amount will be refunded. However, an order cannot be cancelled once the shipment has been made or if the production for the same has already begun.
