Refund policy

Return & Refund Policy

Last Updated: [07/03/2025]

At Ashtari Carpets, we take pride in the quality of our handcrafted rugs and accessories. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Returns & Eligibility

We accept returns within 18 days from the date of receipt, provided that the item is in unused, original, and mint condition.

How to Initiate a Return:

  • Contact us at info@ashtaricarpets.com as soon as possible with your order details.

  • Ensure the item is properly packed and fully insured for 100% of the invoice value.

  • Return shipping costs are the responsibility of the customer.

  • If the item is used, dirty, or damaged, no refund will be issued.

Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

2. Items Not Eligible for Returns or Refunds

The following items cannot be returned or refunded:

  • Custom-made, bespoke, or made-to-order rugs (as these are specially crafted per customer specifications).

  • Shipping fees (primarly return shipping costs, unless stated or agreed otherwise).

  • Customs duties & taxes for international shipments.

  • Gift cards and sale items.

3. Refund Process

If your return is approved, the refund will be processed to the original payment method within 3-6 business days.

Important Notes:

  • If you return an item, the original shipping cost (to your address) will be deducted from your refund.

  • Refunds will only be issued after we inspect the returned item.

  • Ashtari Carpets is not responsible for lost or uninsured return shipments.

4. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at info@ashtaricarpets.com with photos of the issue.

If you wish to exchange for another item from our collection:

  • We will issue a voucher as a discount code for future purchases.

  • If the exchanged item is of lower value, we will refund the price difference to your original payment method.

5. Damages, Defective Items & Lost Shipments

If your order arrives damaged, defective, or is lost in transit, please submit a claim within 14 days of receipt (or estimated delivery date for lost items) by emailing info@ashtaricarpets.com with detailed photos and a description of the issue.

  • Claims for damages or defects deemed our fault will be covered at our expense.

  • We always insure shipments, and in case of loss, we will initiate a claim process and reorder the rug if available.

  • This situation is considered force majeure, and our Terms of Service apply.

  • If possible an alternative product will be offered as a replacement

6. Incorrect Address & Unclaimed Shipments

  • If an order is returned due to an incorrect address, the customer is responsible for additional reshipment costs.

  • Unclaimed shipments returned to us will require the customer to pay for reshipping.

7. Buyer’s Remorse

We do not accept returns or refunds for buyer’s remorse. Please choose carefully before making a purchase.

For any questions regarding returns, refunds, or exchanges, please contact us at info@ashtaricarpets.com.