Return & Exchange Policy

At Shivay Enterprises, we take pride in the quality and craftsmanship of our rugs and carpets. Customer satisfaction is our top priority. If you’re not completely satisfied with your purchase, please review our return and exchange policy below.

1. Eligibility for Return

We accept returns under the following conditions:

The product is damaged, defective, or incorrect upon delivery.
The return request is raised within 7 days of delivery.
The item is unused, unwashed, and in its original condition, with tags, packaging, and invoice intact.

Note: Custom-made rugs or carpets are not eligible for return unless they arrive damaged.

2. Non-Returnable Items

The following are not eligible for return or exchange:

Products that have been customized or made to order
Items damaged due to misuse, improper handling, or unauthorized cleaning methods
Minor variations in color or design due to handcrafted nature or photographic lighting

3. Return Process

To initiate a return, please follow these steps:

Email us at [Insert Email] or WhatsApp us at [Insert Number] within 7 days of receiving the product.
Include clear images/videos of the item showing the issue.
Our team will verify the case and approve eligible return requests.
Once approved, we will arrange a reverse pickup (for domestic orders) or guide you for international return logistics.

4. Exchange Policy

We offer exchanges only for the same product category (rug or carpet), subject to availability. In case the item is out of stock, you may:

Choose a replacement of equal value
Opt for a store credit

5. Refund Policy

Once the returned product passes our quality check:

For prepaid orders, refunds will be issued to the original payment method within 7-10 business days.
For COD orders, refunds will be processed via bank transfer or UPI.
In case of international orders, return shipping costs are non-refundable unless the product was damaged or defective.

6. International Returns

For orders outside India:

Customers are responsible for return shipping unless the item is defective/damaged.
Customs duties or taxes paid during import are non-refundable.
Please contact us before initiating any return shipment to ensure proper coordination.