Return Window
Carpica offers a limited return window to ensure you have adequate time to inspect your handmade carpet while maintaining product quality for all customers.
Return Window
5-7 Days
You have 5 to 7 days from the date of delivery to initiate a return. This window begins the day you receive your carpet and sign the delivery receipt.
Why This Timeline?
Handmade carpets are premium, artisanal products that require immediate inspection. The 5-7 day window allows you to unpack, inspect, and test placement in your space while ensuring the product remains in pristine, resalable condition. After this period, the carpet is considered accepted.
Immediate Inspection Required
We strongly encourage you to:
- Open your package immediately upon delivery
- Inspect the carpet thoroughly while the courier is present if possible
- Check for damage, defects, or incorrect items
- Photograph any issues before unpacking completely
- Contact support within 48 hours if problems are found
Return Eligibility Criteria
To be eligible for a return, your handmade carpet must meet specific conditions. These criteria protect both you and future customers who may purchase returned inventory.
Your Carpet Must Be:
Unused & Unwashed
The carpet must be in completely unused condition. It should not have been walked on, placed in rooms with foot traffic, or cleaned/washed in any way.
Original Condition
No stains, marks, odors, pet hair, or any signs of use. The carpet should look and smell exactly as it did when delivered.
Complete Packaging
All original packaging materials must be intact: protective wraps, cloth cover, care card, and thank you card.
No Alterations
The carpet must not have been cut, trimmed, hemmed, or modified in any way.
Tags & Labels Attached
All original tags, labels, and product identifiers must remain attached and undamaged.
Within Return Window
Return request must be initiated within 5-7 days of delivery date.
Return Inspection
All returned carpets undergo thorough inspection upon arrival at our facility. If the carpet does not meet these eligibility criteria, we reserve the right to refuse the return or deduct a restocking fee. You will be notified before any deductions are made.
Non-Returnable Items
Certain products and situations are not eligible for returns. Please review these carefully before making a purchase.
Products That Cannot Be Returned:
Custom-Made Carpets
Carpets made to your specific size, color, or design specifications cannot be returned unless they are damaged, defective, or significantly different from agreed specifications.
Used or Dirty Carpets
Any carpet showing signs of use, staining, soiling, pet hair, odors, or wear cannot be returned.
Clearance & Sale Items
Products marked as final sale, clearance, or deeply discounted (over 40% off) are typically non-returnable unless defective.
Items Without Original Packaging
If you've discarded the cloth cover, protective wraps, or original packaging, the carpet cannot be returned.
Returns After 7 Days
Once the 7-day return window expires, we cannot accept returns regardless of condition (except for warranty claims).
Exceptions for Defects
Even if a product is otherwise non-returnable, we will accept returns for manufacturing defects, significant damage during shipping, or errors on our part (wrong product sent). See the "Damaged or Defective Products" section below for details.
How to Return Your Carpet
If your carpet meets our return eligibility criteria, follow these steps for a smooth return process.
Step-by-Step Return Process
- Contact our customer support team within 5-7 days of delivery via email or phone
- Provide your order number, reason for return, and photos of the carpet in original packaging
- Our team will review your request and approve if eligibility criteria are met
- You will receive a Return Authorization (RA) number and return shipping instructions
- Carefully repack the carpet in original packaging materials
- Arrange pickup with our courier partner (we may provide prepaid return label)
- Ship the carpet back to our facility using the provided instructions
- Track the return shipment using the courier tracking number
- Once received, our team will inspect the carpet within 3-5 business days
- If approved, your refund will be processed to the original payment method
Return Authorization Required
Do not ship any product back to Carpica without first obtaining a Return Authorization (RA) number. Returns without RA numbers will be refused and sent back to you at your expense.
Return Shipping Costs
Who pays for return shipping depends on the reason:
- Change of Mind: Customer bears return shipping costs
- Wrong Product Sent: Carpica covers all return shipping costs
- Damaged/Defective: Carpica arranges and pays for return pickup
- Custom Orders (non-defective): Returns not accepted; shipping costs irrelevant
Important Return Tips
- Roll the carpet the same way it was delivered—do not fold
- Use all original protective layers: wraps, cloth cover, packaging
- Include the care card and thank you card inside the package
- Secure the package properly to prevent damage during return transit
- Use a reliable courier with tracking and insurance
- Keep proof of shipment until refund is confirmed
Refund Process & Timeline
Once your returned carpet arrives at our facility and passes inspection, we will process your refund according to the following timeline.
Refund Timeline
Days 1-2
Carpet arrives at Carpica facility and enters inspection queue.
Days 3-5
Quality inspection conducted to verify eligibility criteria. You'll receive an email with inspection results.
Days 6-7
If approved, refund is initiated to your original payment method via Razorpay.
Days 7-14
Refund reflects in your account depending on your bank or payment method (typically 5-7 business days).
Refund Amount
You will receive a full refund of the product price. If return shipping was paid by you, this cost is non-refundable unless the return was due to our error or a defective product. Original shipping charges (if any) are also non-refundable for change-of-mind returns.
Refund Method
- Refunds are processed to the original payment method used at checkout
- Credit/Debit Card: 5-7 business days for bank processing
- UPI: 2-3 business days
- Net Banking: 3-5 business days
- Razorpay Wallet: Instant once initiated
Partial Refunds
In certain cases, a partial refund may be issued:
- Carpet shows minor signs of use but is still resalable (10-30% deduction)
- Packaging is damaged or incomplete (5-15% deduction)
- Missing tags or labels (5-10% deduction)
- Return initiated after 7 days but within reasonable time frame (case-by-case basis)
You will be notified via email before any partial refund is processed, with a detailed explanation and the option to have the carpet shipped back to you at your expense if you disagree.
Product Exchanges
Carpica currently does not offer direct product exchanges. If you wish to exchange a carpet for a different size, color, or design, you must return the original item and place a new order.
Exchange Process
- Initiate a return for your current carpet following the standard return process
- Once the return is approved, you will receive a refund
- Browse our collections and place a new order for your desired carpet
- The new order will be processed and shipped as a standard purchase
Why No Direct Exchanges?
Handmade carpets are unique, and inventory changes frequently. Processing returns and new orders separately ensures accurate inventory management, clearer tracking, and prevents complications if your desired replacement becomes unavailable during the return inspection period.
Exchange Priority
If you inform our support team that you plan to reorder after your return, we can:
- Reserve your desired replacement carpet (subject to availability)
- Notify you immediately when your refund is processed so you can complete the new order
- Expedite processing of your new order to minimize wait time
Damaged or Defective Products
While we carefully inspect every carpet and use premium packaging, damage or defects can occasionally occur. Carpica takes full responsibility for manufacturing defects and shipping damage.
What Qualifies as Damaged or Defective?
- Manufacturing Defects: Structural flaws, broken weave, significant pattern errors beyond normal handmade variations
- Shipping Damage: Tears, stains, or damage sustained during transit despite proper packaging
- Material Defects: Faulty wool blend, excessive shedding beyond normal new carpet behavior, color bleeding
- Missing Components: Care card, thank you card, or packaging materials not included
Not Considered Defects
Remember, handmade carpets have natural variations. Minor differences in pattern alignment, slight color variations from photos, small size variations (±2-3%), and initial shedding of wool fibers are normal characteristics—not defects.
How to Report Damage or Defects
- Contact support immediately—ideally within 48 hours of delivery
- Provide clear photos of the damage or defect from multiple angles
- Include photos of the packaging if damage appears shipping-related
- Describe the issue in detail with your order number
- Do not use or alter the carpet in any way
Resolution Options
For confirmed damaged or defective products, you may choose:
- Full Replacement: We ship an identical carpet at no cost to you
- Full Refund: Complete refund including original shipping costs (if any)
- Partial Refund: If the defect is minor and you wish to keep the carpet, we may offer a discount
- Repair/Correction: For certain defects, we may arrange professional repair (rare)
All costs associated with returning damaged or defective products are covered by Carpica. We will arrange courier pickup and provide a prepaid return label. Your replacement will be shipped with expedited processing.
Wrong Product Received
If you receive a carpet that doesn't match your order, we sincerely apologize. This is rare, but when it happens, we take immediate action to correct it.
What to Do
- Contact support immediately with your order number
- Provide photos of the carpet you received
- Confirm the product details from your original order confirmation
- Do not unpack beyond inspection—keep all packaging intact
- We will verify the error and arrange immediate resolution
Our Resolution
When we send the wrong product:
- We arrange immediate pickup of the incorrect item at no cost to you
- The correct carpet is shipped with priority processing
- You receive complimentary expedited shipping
- We may offer a discount coupon as an apology for the inconvenience
- No questions asked—the error is entirely on us
Our Commitment
Errors in fulfillment are unacceptable to us. If we send the wrong product, we will make it right immediately with no hassle. Your correct order will be shipped the same day we confirm the error, and you won't incur any costs or delays beyond our mistake.
At Carpica, we stand behind the quality of our handmade carpets and the integrity of our service. While we hope you'll love your carpet, we're here to make returns and refunds as straightforward as possible if needed. Customer satisfaction is our priority, backed by over 20 years of craftsmanship and service excellence.