Refund policy
Welcome to Genrugs. Every rug we create is handcrafted and made to order specifically for you. Please read our policy carefully before placing an order.
Made-to-Order Products
All Genrugs products are custom-made after checkout. Because each rug is individually hand-tufted, all orders are considered final sale.
We do not accept returns or exchanges for:
- Change of mind
- Incorrect size selection by the customer
- Minor handmade variations
- Color differences caused by screen settings
- Normal handmade irregularities
Order Modifications & Cancellations
You may request modifications or cancellations within 24 hours of placing your order.
After 24 hours, production may already be underway and changes might not be possible. However, feel free to contact us and we will do our best to assist you.
Damaged or Defective Orders
If your rug arrives damaged during transit, please contact us within 48 hours of delivery.
To process a replacement or refund request, please provide:
- Your order number
- Clear photos/videos of the packaging
- Unboxing photos
- Photos of the damaged product
Once approved, we may offer:
- A replacement rug
- Partial refund
- Full refund (depending on the issue)
Handmade Variations
Each rug is handmade, which means slight variations are natural and part of the craftsmanship.
Please allow:
- 5–10% variation in size
- Minor differences in color tones
- Slight texture or finishing differences
These are not considered defects.
Refund Processing
Approved refunds are processed to the original payment method within 5–10 business days depending on your payment provider or bank.