Customer policies
Returns & exchanges
Every Sharmaya rug is made to order, woven by hand for one customer. Because nothing is taken from stock, our returns terms are written around that. We remain fully committed to resolving damage, defects and fulfilment errors.
Made-to-order production
- Every Sharmaya rug is made to order.
- Once production has begun we are unable to offer refunds for a change of mind, a change of preference, or for ordering the wrong size. We encourage you to confirm your measurements before placing an order.
Exchanges on standard sizes
- Standard-size rugs may be eligible for one approved exchange if requested within 7 days of delivery.
- Returned rugs must be unused, unaltered, clean and properly packaged in a condition fit for transit.
- For discretionary exchanges, the customer is responsible for return shipping, shipping for the replacement rug, and any difference in product price.
- Exchange requests are reviewed and approved before any rug is returned.
Custom and individually developed rugs
- Custom-size, custom-colour, custom-shape and individually developed rugs are final sale once production begins.
- Full details are set out in our Custom Order policy.
Damage, defects and incorrect fulfilment
- Damage, manufacturing defects or incorrect fulfilment must be reported within 72 hours of delivery. Please include your order number, photographs of the rug, photographs of the packaging, and a description of the issue.
- Our primary remedy may be repair, replacement or exchange, depending on what best resolves the issue.
- If a replacement cannot reasonably be provided, or where a refund is required under applicable law, a refund to the original payment method may be used.
Handmade variation
Minor variations in colour, texture, weave and dimensions are inherent to handmade rugs and are not generally considered defects. These characteristics are part of what makes each rug singular.
Cancellations
- Cancellation for a full refund is permitted only before production begins.
- Once production starts, cancellation is generally not permitted.
- If we are unable to ship your rug within the promised timeframe, we will contact you and provide the options required under applicable law.
How to start a request
Email info@sharmaya.com with your order number, or use the contact form. Please also review our Shipping policy.
Questions about this policy? info@sharmaya.com or contact the studio.