Our Promise
We manufacture every rug at our own factory in Bhadohi. If something isn't right, we'll fix it — no runaround, no fine print games.
Return & Exchange Window
You have 10 days from the date of delivery to raise a return or exchange request.
Before You Open Your Order
We require an unboxing video for all return and exchange requests. Please record a continuous video from the moment you cut open the packaging — without any breaks or cuts.
This protects you as much as it protects us. It ensures your claim is processed without dispute and as quickly as possible.
No unboxing video = return request cannot be processed. No exceptions.
What We Accept Returns For
We accept returns and exchanges in the following cases:
- Wrong item delivered — you received a different product, size, or design than what you ordered
- Damaged or defective product — the rug arrived with a manufacturing defect, visible damage, or structural issue
- Size doesn't fit your space — the rug doesn't work for your room (exchange for a different size, subject to availability)
For cushion covers and poufs: Returns accepted for wrong item delivered or damaged/defective product only.
What We Do Not Accept Returns For
- Change of mind after the product is in good condition and correctly delivered
- Minor colour variation due to screen display differences — we show accurate photography, but screens vary. If you're unsure about colour, request a swatch before ordering.
- Products that have been used, washed, or altered
- Items not returned in their original condition
- Custom or made-to-measure orders (see below)
Custom Orders
Orders placed with custom dimensions or non-standard specifications are non-returnable and non-refundable, except in the case of a manufacturing defect or wrong item delivered. Please double-check your measurements before placing a custom order — we're happy to help over WhatsApp before you order.
How Refunds & Exchanges Work
Refund: Processed to your original payment method within 5–7 business days of us receiving and inspecting the returned item.
Exchange: We'll ship the replacement once the original item is picked up. Size exchanges are straightforward — just tell us what you need.
Return Shipping: Fully covered by us. We'll arrange a reverse pickup at no cost to you.
How to Raise a Request
- Email us at support@carpetlive.com or WhatsApp us at +91 9839770702 within 10 days of delivery
- Share your order number, unboxing video, and 2–3 clear photos of the product
- We'll confirm within 24–48 hours and schedule your pickup
A Note on Colour & Texture
Rugs are handcrafted. Slight variations in pile height, weave density, or shade between batches are a natural part of the craft — not a defect. If you'd like to be certain about colour or texture before ordering, request a sample. We're happy to send one.