Last updated: July 15, 2026
This policy explains how cancellations, returns, and refunds are handled for ShahRugs orders. Because many products are handmade or produced to order, eligibility depends on the product type and the stage of production.
Contact us as soon as possible if you need to cancel. A standard product may be cancelled before dispatch where processing has not been completed. A custom or made-to-order product may only be cancelled before design approval or production begins, unless ShahRugs agrees otherwise in writing.
Deposits reserve materials, design time, and production capacity. Once design work, material purchasing, or production has started, all or part of the deposit may become non-refundable.
Eligible non-custom products should be reported within 7 days of delivery and returned unused, clean, and in their original condition and packaging. Return approval is required before sending a product back. Custom, personalized, resized, recoloured, or made-to-order rugs are generally not returnable for change of mind.
Report visible damage, defects, or an incorrect item within 48 hours and provide the order number, photographs, and a clear description. Keep all packaging until the claim is resolved.
Minor differences in colour, texture, pile, outline, and measurements are not automatically considered defects.
Approved refunds are issued to the original payment method where possible. Processing times depend on the payment provider and bank.
Email support@shahrugs.pk before returning any item.
