Refund policy
1. RUG RETURN ONLINE POLICY
14-Day In-Home Trial & Money-Back Guarantee
At MerchantsOfAsia, our goal is to help you find the perfect rug for your space. We understand that purchasing a hand-knotted rug is a meaningful investment, and seeing it in your home makes all the difference.
For this reason, we offer a 14-Day In-Home Trial Period for all eligible hand-knotted rugs.
If you decide the rug is not right for your space, you may request a return within fourteen (14) days of delivery, subject to the conditions below.
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Return Eligibility Conditions
• The 14-day return period begins from the date of delivery to the shipping address provided at checkout.
• Return requests must be submitted within this 14-day window via email.
• Returns requested after 14 days will be treated as exchanges or store credit only, at our discretion.
• Exchanges are permitted for up to 14 days from delivery.
• After 14 days, the sale is considered final.
Final sale items/ clearance sale items/ bumper sale items are not eligible for returns.
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Condition of Returned Rugs
To qualify for a refund or exchange:
• The rug must be unused and in the same condition as received.
• It must be free from:
o Stains
o Odors
o Pet hair
o Damage
o Signs of wear
Rugs must be returned with all original tags, documentation, and packaging materials.
MerchantsOfAsia reserves the right to deny returns that do not meet these conditions.
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Return Shipping & Insurance
• Customers are responsible for all return shipping and insurance charges.
• We strongly recommend using an insured, trackable shipping service.
• MerchantsOfAsia is not responsible for loss or damage during return transit.
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Packaging Requirements
To initiate a return:
• The rug must be properly rolled, wrapped, and secured in its original packaging.
• If original packaging is unavailable, please contact us for repacking guidance before shipping.
• Improperly packaged returns that arrive damaged may not qualify for refunds.
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Refund Processing
Once your return is received:
1. The rug will undergo a quality inspection.
2. You will be notified via email regarding approval or rejection.
3. If approved:
o Refunds will be issued to the original payment method.
o Original shipping charges (if any) are non-refundable.
4. Processing times may vary depending on the payment provider and bank clearance cycles.
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Non-Returnable Items
This return policy does NOT apply to:
• Custom-ordered or commissioned rugs
• Custom size alterations or modifications
• Rug pads or underlays
• Final sale items, Clearance sale items, Bumper sale items
• Wholesale or trade account purchases
All such sales are considered final and non-returnable.
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Return Request Process
To initiate a return, please contact:
Email: merchantsofasiausa@gmail.com
Order Number: Required
Photos: May be requested for verification
Our team will provide return authorization and shipping instructions.
Unauthorized returns may not be accepted.
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Policy Philosophy
At MerchantsOfAsia, every hand-knotted rug is a work of art — often taking months or years to create. Our return policy is designed to balance customer satisfaction with the preservation of these artisan pieces.
We encourage customers to reach out for guidance before purchasing to ensure the perfect selection the first time.
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2. RUG RETURN IN-STORE POLICY
Please note that this may differ from the online sale policy.
Check with the store directly for the in-store rug-return policy.
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