Refund policy
Your right to cancel, customers in the EU and UK
If you live in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days of receiving it, without giving any reason.
This right applies to every rug bought in one of our listed standard sizes. It does not apply to rugs woven to a custom size we do not offer in our size list. Those are made to your specification and cannot be resold, so they are exempt under Article 16(c) of the Consumer Rights Directive and Regulation 28 of the UK Consumer Contracts Regulations 2013.
To cancel, email officialhandwovenheirlooms@gmail.com with your order number, or use the cancellation form at the bottom of this page. Telling us within the 14 days is enough. The rug does not need to be back with us by then.
What we refund: the full price of the rug and the standard delivery cost, with no deduction and no restocking fee. We refund to your original payment method within 14 days of receiving the rug back, or of receiving proof you have sent it, whichever comes first.
Return postage: you pay the cost of sending the rug back to us in India. Please read this before ordering. Rugs are heavy and cannot be returned by ordinary post. International return shipping to India typically costs between USD 100 and USD 400 depending on the size of the rug and where you are. We state this openly because the law requires us to, and because we would rather you knew before buying.
Contact us before arranging a return. We ship worldwide every week and can usually point you to a cheaper route than you will find yourself.
Condition: you are welcome to unroll a rug and inspect it as you would in a shop. What we cannot accept back is a rug that has been used, walked on, cleaned, soiled, or damaged. If a rug comes back in that state we may reduce your refund to reflect the loss in value.
Our 30 day promise, every customer, everywhere
Beyond the legal minimum, we give every customer 30 days from delivery to return a standard size rug.
- Days 1 to 14: as set out above. Full refund, no deduction.
- Days 15 to 30: full value refunded as store credit, valid for 24 months. If you would rather have the money back to your original payment method, we deduct a 15% restocking fee. You pay return postage either way.
Rugs made in a custom size
A rug woven to a size we do not list is made only for you and cannot be sold to anyone else. These are final sale and cannot be returned or cancelled once weaving has begun, except where they arrive damaged or are not what you ordered. We always confirm your measurements in writing before starting.
Cancelling before your rug ships
Every rug is woven to order. You may cancel free of charge within 48 hours of ordering. After that, weaving has usually begun.
Damaged, faulty or wrong items
Email officialhandwovenheirlooms@gmail.com within 7 days of delivery with photographs. We will replace the rug or refund you in full, including return shipping, at our cost. This is separate from the cancellation rights above and is never affected by them.
Handmade variation
Every rug is tufted by hand. Finished size may differ from the stated dimensions by up to 2 to 3 percent, and colour varies slightly between dye lots and between your screen and the wool. These are characteristics of handmade work, not faults, and are not grounds for a damaged item claim on their own. They never affect your 14 day or 30 day cancellation rights.
How to reach us
officialhandwovenheirlooms@gmail.com or +91 94546 85648. We reply within 2 business days.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To Handwoven Heirlooms, Moin Khan, S2/70 Dithori Mahal, Mohalla Dithori Mahal, Varanasi, Uttar Pradesh 221002, India. Email officialhandwovenheirlooms@gmail.com.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on / received on: ______________________
- Name of consumer(s): ______________________
- Address of consumer(s): ______________________
- Order number: ______________________
- Signature (only if this form is on paper): ______________________
- Date: ______________________