Return and Refund Policy

At Carpet Studio, your satisfaction is our highest priority. We take great pride in offering premium-quality carpets, rugs, and flooring solutions in Dubai. If for any reason you are not completely satisfied with your purchase, we are here to assist you every step of the way — whether that means a return, replacement, or refund.

1. Return Eligibility

You may request a return if your carpet or rug meets the following conditions:

1. The carpet is in its original, unused condition: Your carpet must be returned in the same condition as when it was delivered to you. This means it should not have been installed, laid on the floor, cut, trimmed, washed, steam-cleaned, or altered in any way. Any sign of use or modification will make the item ineligible for return.
2. The return request is made within 30 days of delivery: All return requests must be submitted within 30 days from the date you received your order. This timeframe allows us to process your return efficiently while ensuring the carpet remains in a resellable condition. Any return requests made after 30 days will unfortunately not be accepted, so we encourage you to inspect your order promptly upon delivery.
3. The carpet includes original packaging, tags, accessories, and invoice: To complete a return, please ensure that the carpet is repackaged in its original wrapping or packaging, with all product tags intact, any included accessories (such as carpet underlays, grippers, or samples), and the original purchase invoice. These items are necessary for us to verify your order and process your refund or replacement accurately.
4. Customized carpets only in the case of a manufacturing defect: Carpets that have been custom-cut to specific dimensions, tailored to fit a particular space, or ordered in a personalized design cannot be returned under normal circumstances, as they are produced exclusively for your order. However, if such a carpet arrives with a clear manufacturing defect or poor workmanship, we will gladly offer a replacement, repair, or full refund upon verification.

These conditions are in place to ensure that all returned products meet our quality standards and can be safely resold or replaced.

2. Non-Returnable Items

To maintain the highest quality standards and fairness to all our customers, the following items cannot be accepted for return or exchange:

1. Custom-cut or tailored carpets: Any carpet that has been cut, measured, or tailored to fit your specific room or space dimensions cannot be returned. Since these products are made exclusively for your order and cannot be resold, we are unable to accept returns unless there is a verified manufacturing defect or workmanship issue.
2. Special orders, personalized designs, or patterned carpets made to order: Carpets ordered with specific colors, patterns, textures, or customized designs are non-returnable. These items are produced uniquely for each customer, and as such, they cannot be exchanged or refunded unless they arrive in a damaged or defective condition.
3. Clearance, discounted, or promotional items: Any carpets purchased during sale events, seasonal promotions, or clearance offers are considered final-sale purchases. These items are sold at a reduced price as a final offer and are not eligible for returns, exchanges, or refunds under any circumstances.
4. Carpets damaged due to misuse or improper installation: If a carpet is found to be damaged as a result of incorrect installation methods, improper handling, exposure to excessive moisture, or failure to follow care and maintenance instructions, it will not qualify for a return or refund.

We strongly recommend reviewing your order details carefully, especially measurements, color, and material, before confirming your purchase, particularly for custom carpets in Dubai.

3. Refund Process

Once we receive your returned carpet and complete our inspection, we will follow the steps below to process your refund:

1. Notification of Approval or Rejection: After thoroughly inspecting the returned carpet, our team will notify you of whether your refund request has been approved or rejected. This notification will be sent via email or phone call within a reasonable timeframe. If your return does not meet our eligibility criteria, we will provide a clear explanation so you understand the reason for rejection.
2. Refund Processing Time: If your return is approved, your refund will be processed within 7–10 business days. The refunded amount will be credited back through the same payment method you used at the time of purchase — whether that is a credit/debit card, bank transfer, or any other payment channel — ensuring a safe and straightforward transaction.
3. Shipping and Handling Charges: Please note that original shipping and handling charges are non-refundable, except in cases where the return is a result of our error — such as sending the wrong product — or where the carpet arrives defective or damaged. In those cases, we will take full responsibility and refund all associated costs, including delivery charges. If the return is due to a change of mind or personal preference, the delivery cost will be deducted from your refund.

This process is designed to be transparent, fair, and efficient so that every customer receives a timely resolution.

4. Damaged or Defective Carpets

We thoroughly inspect all our carpets before dispatch. However, in the rare event that you receive a carpet that is damaged, defective, or incorrect, please follow the steps below:

1. Notify Us Within 24 Hours of Delivery: You must contact us within 24 hours of receiving your order if you discover any damage, defect, or discrepancy. Prompt reporting is critical because it allows our team to immediately begin addressing the issue and ensures your claim remains valid for a replacement, repair, or refund.
2. Provide Clear Photographs or Videos Showing the Issue: To help us assess the situation accurately and expedite the resolution process, please send clear photographs or videos that clearly show the nature of the problem. This may include frayed edges, incorrect sizing, color mismatch, fabric tears, stains present at delivery, missing anti-slip backing, or any other visible defect. Visual evidence significantly speeds up our verification and decision-making process.
3. Inspection and Resolution: Upon receiving your report and supporting media, our team will conduct a thorough inspection of the issue. Depending on the nature and extent of the defect, we will offer the most appropriate solution, which may be a full replacement of the carpet, a professional repair where feasible, or a complete refund. Our ultimate goal is to ensure that every customer receives a carpet in perfect condition that fully meets their expectations and enhances their living or commercial space.

5. Cancellation Policy

1. Orders Can Be Cancelled Within 24 Hours of Placement: If you wish to cancel your order after placing it, you must do so within 24 hours of the order confirmation. This window gives us sufficient time to halt processing before your order moves into production or dispatch. Orders cancelled within this period will receive a full refund via the original payment method, with no penalties or deductions.
2. Custom-Made Carpets Cannot Be Cancelled Once Production Has Begun: For custom-cut, tailored, or specially designed carpets, cancellation is not possible once the production process has commenced. Since these carpets are manufactured to your unique specifications, stopping production mid-way is not operationally feasible. We therefore strongly advise all customers to double-check their room measurements, chosen material, pile height, color, and design preferences before placing a custom carpet order to avoid any complications or disappointments.

This policy allows us to manage our production schedules efficiently and uphold the quality of every order we fulfill.

6. How to Initiate a Return

To request a return, replacement, or refund, please reach out to our dedicated customer support team through any of the following channels:

•  Phone: +971-581758289
•  Email: info@carpetstudio.ae
•  Address: 4th St – Al Quoz – Al Quoz 1 – Dubai – United Arab Emirates
•  Website: www.carpetstudio.ae

Our friendly and experienced team will guide you through the entire return process, answer any questions you may have, and ensure your concern is resolved as quickly and smoothly as possible.

7. Important Notes

1. Returns that do not comply with the conditions outlined in this policy may be denied at the discretion of Carpet Studio.
2. For hygiene and cleanliness reasons, certain types of carpets, particularly those with fabric backing, thick pile, or shag textures, may not be eligible for return once they have been unrolled or unpackaged, even if unused.
3. We strongly recommend that you inspect your carpet thoroughly at the time of delivery, before signing off on the receipt, and contact us immediately if you notice any issues.
4. Carpet Studio reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be communicated through our website and will apply to all purchases made after the date of the update.