At Kaleen Retail Pvt Ltd, customer satisfaction is our top priority. We strive to ensure you are delighted with your purchase of rugs and carpets. This Refund and Cancellation Policy outlines the terms under which you may cancel an order or request a refund.

1. Cancellation Policy

a) Order Cancellation Before Shipment

• Orders can be canceled before they are shipped.
• To cancel your order, contact our customer support team with your order details.
• A full refund will be issued to your original payment method for canceled orders.

b) Cancellation After Shipment

• Orders cannot be canceled once shipped. However, you can initiate a return once the product is delivered

2. Refund Policy

a) Eligibility for Refund

Refunds are applicable under the following conditions:

• Products delivered are defective, damaged, or incorrect.
• Returned products are in their original, unused condition, with all tags and packaging intact.
• Refund requests are made within [insert return window, e.g., 7 or 14 days] of delivery.

b) Non-Refundable Items

• Custom-designed rugs or carpets are non-refundable unless they have manufacturing defects.
• Clearance or sale items are not eligible for refunds.

c) Refund Process

• Once your returned product is inspected and approved, the refund will be processed within [insert timeframe, e.g., 7–14 business days].
• Refunds will be credited to the original payment method used for the purchase.

3. Return Procedure

To return a product, follow these steps:

1. Contact our customer support team with your order details and reason for return.
2. Package the product securely to prevent damage during transit.
3. Ship the product to the address provided by our team. Return shipping costs are the customer's responsibility unless the product is defective or incorrect.

4. Exchange Policy

We offer exchanges for products that meet the eligibility criteria mentioned above. If you wish to exchange an item, contact our support team to process your request.

5. Exceptions

• Products damaged due to misuse, improper cleaning, or external factors are not eligible for refunds or exchanges.
• Minor variations in color or texture due to natural materials or handcrafting processes are not considered defects.