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.

Order Cancellations

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

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.

Returns

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.

Damaged, Defective, or Incorrect Items

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.

Handmade Tolerances

Minor differences in colour, texture, pile, outline, and measurements are not automatically considered defects.

Approved Refunds

Approved refunds are issued to the original payment method where possible. Processing times depend on the payment provider and bank.

Contact

Email support@shahrugs.pk before returning any item.