Refund policy

Return, Refund and Cancellation Policy

Last updated: 5 August 2026

At Woven Legacy, every rug is individually handcrafted after an order is confirmed. We do not ordinarily maintain ready stock. Each product is made according to the confirmed design, size, shape, colour, material and project requirements.

Because all products are made to order, all sales are final. We do not accept returns, exchanges or refunds due to a change of mind, personal preference or incorrect customer-provided specifications.

Returns or remedies will be considered only when a product:

  • Arrives damaged in transit.
  • Has a verified manufacturing defect.
  • Is materially different from the final written specifications confirmed by Woven Legacy.
  • Is an incorrect product supplied by Woven Legacy.

Reporting Damage or Defects

Customers must inspect the rug immediately upon delivery and report any damage, manufacturing defect or order discrepancy within 48 hours of delivery.

Claims must be submitted to:

Email: info@wovenlegacy.in
Phone: +91 92367 88789
Business hours: 10:00 AM to 6:00 PM IST

The claim must include:

  • Customer’s full name
  • Order number
  • Clear photographs of the entire rug
  • Close-up photographs of the affected area
  • Photographs of the outer and inner packaging
  • A continuous, unedited unboxing video
  • A written description of the issue

The original packaging must be retained until the claim is resolved.

Claims submitted after 48 hours or without sufficient supporting evidence may not be accepted.

Unboxing Video

A continuous and unedited unboxing video is required for claims involving:

  • Transit damage
  • Incorrect products
  • Missing items
  • Tampered packaging
  • Visible damage at the time of delivery

The video should clearly show the sealed package, shipping label, condition of the packaging, complete opening process and the claimed issue.

Woven Legacy may reject a claim where the evidence does not establish that the issue existed at the time of delivery.

No Change-of-Mind Returns

Returns, exchanges or refunds will not be provided because:

  • The customer changes their mind.
  • The rug does not suit the customer’s interiors.
  • The customer no longer prefers the selected design or colour.
  • The customer approved an incorrect size or measurement.
  • The rug cannot be accommodated at the delivery location.
  • The customer provided incorrect specifications.
  • Colours appear different because of lighting, photography or screen settings.
  • The product contains normal handmade variations.
  • The customer experiences a project or installation delay.
  • The order is no longer required after production has begun.

Customers must review all specifications carefully before providing final approval.

Handmade Characteristics

Each Woven Legacy rug is handcrafted. Minor variations are natural characteristics of artisan production and are not manufacturing defects.

These may include:

  • Slight differences in colour, tone or shade
  • Minor variations from physical or digital samples
  • Slight dimensional differences
  • Irregularities in weaving, tufting or knotting
  • Natural variations in wool, bamboo silk, sari silk, jute or other fibres
  • Variations in pile height and surface texture
  • Minor variations in hand carving
  • Temporary shedding in wool rugs
  • Loose fibres or sprouts that can be carefully trimmed
  • Variations caused by hand dyeing
  • Changes in appearance depending on pile direction
  • Differences under natural and artificial lighting
  • Temporary creases caused by packing and transportation
  • Minor differences between separate production batches

These characteristics reflect the handmade nature of the product and do not qualify for a return or refund.

Manufacturing Tolerance

A dimensional variation of up to ±3% in length or width may be considered an acceptable handmade tolerance.

For irregular, sculptural or organic-shaped rugs, dimensions will be assessed according to the approved maximum measurements and design outline.

Variations within these tolerances will not ordinarily be treated as manufacturing defects.

Assessment of Claims

After receiving a claim, Woven Legacy may:

  • Request additional photographs or videos.
  • Arrange a video inspection.
  • Arrange a physical inspection.
  • Request that the rug be returned for assessment.
  • Consult its production and quality-control teams.

Submitting a claim does not automatically entitle the customer to a refund or replacement.

Available Remedies

Where Woven Legacy verifies damage, a manufacturing defect or a material order discrepancy, it may offer an appropriate remedy, including:

  • Repair
  • Rectification
  • Replacement
  • Store credit
  • Partial refund
  • Full refund

The remedy will depend on the nature, extent and repairability of the issue.

A full refund will ordinarily be considered only where repair, rectification or replacement is not reasonably possible.

Nothing in this policy limits any non-excludable right available to a customer under applicable law.

Approved Returns

Products must not be returned without written authorisation from Woven Legacy.

For an approved return:

  • Woven Legacy may arrange reverse collection.
  • The rug must be securely repacked.
  • Original packaging must be used wherever reasonably possible.
  • The rug must remain unused and unaltered.
  • The customer must follow the provided collection instructions.

Where the claim is verified as a manufacturing, packing or fulfilment error, approved reverse-shipping costs will be borne by Woven Legacy.

Claims That May Be Rejected

A claim may be rejected where:

  • It is submitted more than 48 hours after delivery.
  • The rug has been used, washed, cleaned or installed.
  • The rug has been altered, cut or repaired.
  • Damage occurred after delivery.
  • The original packaging was discarded before inspection.
  • Adequate evidence was not provided.
  • The issue is a normal handmade characteristic.
  • The variation falls within accepted manufacturing tolerance.
  • The rug matches the confirmed specifications.
  • Damage resulted from improper handling, cleaning, storage or care.
  • The customer supplied incorrect dimensions or information.

Order Changes

Requests to change the size, shape, design, colour, material or other specifications must be submitted before production begins.

Once production has started:

  • Changes are not guaranteed.
  • Additional charges may apply.
  • The estimated timeline may be revised.
  • Work already completed will remain chargeable.
  • Materials already procured will remain chargeable.

Cancellations

An order may be cancelled only before production or procurement begins and only with written confirmation from Woven Legacy.

An order cannot be cancelled once any of the following has commenced:

  • Design development
  • Sampling
  • Material procurement
  • Yarn preparation
  • Dyeing
  • Weaving
  • Knotting
  • Tufting
  • Finishing
  • Any other production activity

Where cancellation is approved before production begins, payment-gateway fees, design charges, sampling costs or other expenses already incurred may be deducted.

Refund Timeline

Approved refunds will be initiated within 15-20  business days after inspection and written approval.

Banks, card issuers and payment providers may require additional time to credit the amount.