Return Policy

Overview

We want you to love your Imperial Knots rug. However, if your purchase does not meet your expectations, you may be eligible to return or exchange it according to the guidelines below. Please read carefully before placing an order.

Return Eligibility

• Return requests must be submitted within 2 days of delivery.
• Rugs must be in original condition, which means:
  • Not used or placed on the floor
  • Not cleaned, washed, or altered
  • Free from stains, odors, dust, marks, or pet hair
  • All tags, labels, packaging, and serial numbers intact
  • All Returns are subject to a 10% restocking fee

Any use or damage voids eligibility for return. We reserve the right to deny returns that do not meet these conditions.

• Custom & Made-to-Order rugs
• Rugs purchased under sale, promotion, or clearance events
• Rugs that fail quality inspection upon return

Exchange Policy

• Exchange requests may be made within 5 days of delivery.
• Exchange is processed only after Quality Control approval.
• Exchanges are allowed for equal or higher-value items (price difference applies).

• Cannot be canceled after confirmation
• No returns allowed
• Exchange only in case of a verified manufacturing defect

How to Raise a Return or Exchange Request

Email info@imperialknots.com with:

1. Order Number
2. Reason for return or exchange
3. Clear photos of the rug and packaging
4. If defective: detailed photos highlighting the issue

Pickup & Shipping

• Free return pickup within India only.
• Customers must pack the rug in original packaging OR roll it securely with bubble wrap + tape.
• If the rug is damaged in transit because of improper packing, QC will reject the return.
• No refund or exchange will be applicable in such cases.

Quality Control Inspection

Once we receive the returned item, it goes through Quality Control:

Refund Policy

• Refunds are initiated within 5–7 working days after QC approval.
• Refunds are issued to the original payment method or store credit.
• Shipping charges (if applicable) are non-refundable.

• Customers must arrange and pay for return shipping.
• Imperial Knots is not liable for damage during international transit.
• If the rug arrives damaged internationally, we will assist in filing a claim with the carrier.
• Refunds are issued in the original payment currency.
• Bank fees, currency conversion losses, or foreign exchange differences are the customer’s responsibility.
• No refunds via bank transfer for international orders.

Order Cancellation

• Orders canceled within 24 hours may be accepted.
• Orders canceled after 24 hours are subject to a 10% restocking fee.
• Orders cannot be canceled once shipped.

Imperial Knots may also cancel orders at its sole discretion in cases of: Pricing errors, Stock unavailability, Policy non-compliance, or Suspected fraud.

Fraud & Chargeback Policy

• All payments are secured via verified payment gateways.
• Unauthorized or wrongful chargebacks may result in:
  • Permanent account ban
  • Legal recovery of funds
• If suspicious activity is detected, Imperial Knots may: Hold shipments, Request ID proof, or Report to authorities.

Other Terms

• Digital invoices are emailed once your order ships.
• Business buyers requiring GST Input Credit (ITC) must provide GSTIN at checkout.

• Gift cards are digital and valid for 12 months.
• Store credits cannot be converted to cash.
• Lost or stolen gift cards cannot be replaced.

• Imperial Knots is responsible for the rug until successful delivery.
• After delivery, we are not liable for: Misuse, Incorrect cleaning, Storage damage, or Wear and tear.
• Rugs damaged, soiled, or altered after delivery are not eligible for return.

Contact Us

For return or exchange assistance:

Imperial Mastercrafts
Email: info@imperialknots.com