Return Policy

We value our customers and endeavor to make buying a pleasant experience. In the rare circumstance of our rug not meeting the customer's expectation we do have an equitable return policy. We want our customers to be happy with their purchase.

Heirloom Carpets sells authentic hand-knotted rugs at discounted prices and absorbs the shipping, handling, and packaging costs associated with the initial purchase. When a customer decides to return a purchase, Heirloom Carpets incurs additional expenses

If you have any doubts about the rug(s) you wish to purchase, please use our Inquiry form (linked at the top of each page on our web site) to submit an inquiry to us. We are happy to answer any questions that you have, send you additional images of rugs, and help you determine which rugs are the most suitable for your needs.

Our Returns/Refunds Policy is as follows:

UNLESS OTHERWISE SPECIFIED BY HEIRLOOMCARPETS.COM, IT'S REPRESENTATIVES, OR AGENTS, CUSTOMERS CAN RETURN THEIR PURCHASES FOR A REFUND (MINUS APPLICABLE FEES, SEE BELOW) UNDER THE FOLLOWING TERMS AND CONDITIONS:

1. THE ITEM OR ITEMS PURCHASED HAVE NOT BEEN IN THE CUSTOMER'S POSSESSION FOR LONGER THAN TWO WEEKS AND HAVE NOT BEEN DAMAGED, STAINED, WORN, AND/OR OTHERWISE MODIFIED WHILE IN THE CUSTOMER'S POSSESSION.

2. PLEASE CONTACT HEIRLOOMCARPETS.COM BEFORE INITIATING A RETURN BY SUBMITTING THE CONTACT FORM ON OUR WEBSITE. WE WILL PROVIDE YOU THE RETURN US MAINLAND ADDRESS

3. IN THE EVENT OF A RETURN, THE CUSTOMER IS RESPONSIBILE TO PAY FOR RETURN SHIPPING COSTS. THE ITEM MUST BE RETURNED IN IT"S ORIGINAL PACKING, OR IN A SIMILAR PACKING. PLEASE TAKE EXTRA CARE WHILE PACKAGING AND SHIPPING. THE CUSTOMER MUST PROVIDE A TRACKING NUMBER TO HEIRLOOM CARPETS.

4. DUE TO THE ADDITIONAL INTERNAL COMPANY EXPENSES RESULTING FROM A RETURN, INCLUDING HANDLING, ACCOUNTING, BANKING, AND OTHER ASSOCIATED EXPENSES, A RESTOCKING FEE OF 15% OF THE PURCHASE PRICE OR US$150 (WHICHEVER IS LESS) WILL BE DEDUCTED FROM THE REFUND AMOUNT.

HEIRLOOMCARPETS.COM RESERVES THE RIGHT TO REJECT ANY CUSTOMER'S RETURN WHEN THE CUSTOMER IS NOT IN COMPLIANCE WITH THE ABOVE POLICY. OUR RETURN POLICY IS SUBJECT TO CHANGE FROM TIME TO TIME. IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK OUR RETURN POLICY PRIOR TO A PURCHASE TO DETERMINE WHETHER ANY CHANGE HAS OCCURRED. CHANGES TO OUR RETURN POLICY ARE APPLICABLE TO ALL PURCHASES MADE AFTER THE CHANGE IN POLICY.