Refund policy
Hassle-Free Returns, Refunds & Exchanges
At Esmaili Rugs, your satisfaction is our highest priority. We are committed to delivering exceptional service and ensuring you feel confident in your purchase. To that end, we invite both trade professionals and retail clients to experience our rugs in situ before finalizing their decision.
Returns for Online Purchases
To be eligible for a return, items must be in their original condition with all tags intact. Customers are responsible for return shipping and insurance. Returns for a refund or an exchange are accepted within the following windows:
- 10 days from delivery for standard (non-promotional) sales
- 3 days from delivery for promotional sales
To initiate a return, please contact our team to request a Merchandise Return Authorization (MRA). Returns will not be accepted without prior authorization.
Refund Amount
Once your return has been received and inspected, we will refund the purchase price of the item, less:
- Original shipping and handling charges, which are non-refundable.
- A non-refundable payment processing fee of 3% of the item's purchase price. This fee covers the card and payment processing costs incurred on every order, which are not returned to us when a refund is issued.
Refunds are issued to the original form of payment. Exchanges are not subject to the processing fee.
Returns Due to Our Error
If a return is the result of an error on our part, we will refund the full amount, including the 3% processing fee and the original shipping and handling charges. This includes:
- A shipment lost in transit
- An item that arrives damaged, reported as described in our Shipping Policy
- An item that is defective, or is not the item you ordered
Defective Items
If you believe your item is defective upon arrival, please notify us immediately. You may contact our team in writing or by phone at (214) 651-7847. We are here to assist and will work quickly to resolve the issue.