Return & Exchange Policy

At Eleven Carpets, your satisfaction is our top priority. We take pride in the quality and craftsmanship of our rugs. If for any reason you are not completely satisfied with your purchase, please review our return and exchange guidelines below:

Returns
We offer a 15-day return window from the date of delivery only in cases of manufacturing defects. To be eligible for a return:

• The rug must be unused and in its original condition and packaging.
• A clear description and at least 2-3 photo evidence of the manufacturing defect must be provided.
• Returns must be requested within 15 days of receiving the product.
• Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly sent.
• Refunds (if approved) will be processed after we inspect the returned item and the return shipping details will be shared with you.

Exchanges
Exchanges are only permitted for the same product if a manufacturing defect is identified. If the exact item is unavailable, store credit or a refund may be issued at our discretion.
Exchanges will only be processed after the returned product passes Quality Control & Check.

Cancellations
Orders can be cancelled within 24 hours of placement only if the item has not been processed or shipped. Once the rug is processed or in transit, cancellations will not be accepted.

To request a cancellation, email us at support@elevencarpets.com with your order number and reason for cancellation.

Rug Repair & Restoration Services
Accidentally damaged your rug? We’re here to help.
We offer paid rug repair and restoration services for customers whose rugs have been damaged after delivery or through wear and tear.
Services include:
• Fringe repairs
• Color restoration
• Pile repair
• Rebinding and cleaning

For service inquiries, please contact us at:
services@elevencarpets.com
We'll assess the rug and provide a quote before any work begins.

Items Not Eligible for Return

We do not accept returns for the following:
• Custom-made rugs
• Made-to-order rugs
• Rugs damaged due to improper use, care, or handling after delivery

Chargeback & Fraud Protection
At Eleven Carpets, your safety and ours is a top priority. To ensure a secure shopping experience for everyone, all transactions are processed through trusted and encrypted payment gateways.
To protect against fraud:
• We may hold shipments until payment has been successfully verified.
• For high-value orders, we may request additional identification to confirm the buyer’s identity.
• Any unauthorized chargebacks or suspicious activities may result in a permanent ban from future purchases on our website.
• Fraudulent transactions will be reported to the relevant authorities.

We appreciate your understanding and cooperation in helping us maintain a secure and trustworthy shopping environment.

Liability Disclaimer
At Eleven Carpets, we take great care to ensure your order reaches you in perfect condition. Once your order has been shipped, our responsibility continues until it is successfully delivered to your provided address.
After delivery is confirmed:
• Eleven Carpets is no longer liable for any loss, damage, or delays, except where required by applicable consumer protection laws.
• We encourage customers to inspect their rugs immediately upon delivery. If you notice any damage during transit, please contact us promptly - we’ll assist with the claims process in line with relevant shipping and consumer laws.
• We are not responsible for issues caused by third-party shipping providers after delivery, or for any damage that occurs due to improper handling or use by the customer.
• Returns or exchanges may be denied if the product is found to be used, stained, altered, or damaged after delivery.
• In cases where a fraudulent or suspicious claim is suspected, we may ask for additional evidence (e.g., photos, unboxing videos) before approving any return or refund.

Thank you for helping us maintain a fair and respectful process for all our customers.

Need Help?
If you have any questions about your order or want to initiate a return or exchange, please reach out to us at:
- support@elevencarpets.com

- +91 8858894004