Return & Exchange Policy
Welcome to Herat Rugs & Carpet!
We appreciate your business and want to ensure a smooth shopping experience. Please take a moment to review our return and exchange terms before placing an order.
1. Online Orders (Handmade & Machine-Made Rugs)
We offer a 20-day return/exchange window from the day your rug is delivered.
To qualify for a return or exchange:
• Rug must be unused, uncut, unwashed, and in original condition
• Original packaging (plastic wrap or roll) required
• Customer is responsible for:
o Return shipping costs, and
o A 20% restocking fee (standard in the rug industry)
✔️ Online Exchange (one time only)
You may exchange your rug once, as long as it is unused and returned within the 20-day window.
💳 Refunds (if applicable)
Refunds are issued after inspection and approval.
Shipping and restocking fees are non-refundable.
2. In-Store Purchases
All in-store purchases are final sale.
• Exchanges are permitted within 24 hours of purchase
• Rug must be unused and in original condition
• No refunds
3. Custom & Special Orders
• Require a 50% non-refundable deposit
• Once placed with the supplier, no cancellation or modification is allowed
• Remaining balance must be paid before pickup or delivery
4. Machine-Made Rug Defect Policy
All rugs are inspected and photographed before shipping.
If you believe your rug arrived with a manufacturing defect:
• Report the issue within 24 hours of receiving the rug
• Provide photos/video of:
o The defect
o The packaging/shipping label
After verification, we will:
• Replace the rug with the same model (if available), or
• Issue store credit if unavailable
Claims submitted after the rug has been used, laid out, or installed cannot be accepted.
5. Non-Eligible Returns
Returns/exchanges will be rejected if the rug shows:
• Use, dirt, stains, spills, pet hair, or odor
• Damage from vacuuming or cleaning
• Signs of cutting or alteration
We reserve the right to refuse any rug that is not in original resale condition.
6. Payment & Tax
• Payments accepted: Credit/Debit Card & Zelle
• Sales tax is added at checkout
7. Delivery & Shipping
• Shipping and delivery fees are non-refundable
• Customer is responsible for providing accurate measurements
If you have any questions, feel free to contact us:
📍 13859 Smoketown Road, Woodbridge, VA 22192
📞 703-965-3023
🌐 www.heratrugs.com
✉️ [email protected]
Thank you for choosing Herat Rugs & Carpet — where craftsmanship meets comfort
