Afra Rugs Refund and Returns Policy

1. 7 Days Return Window

• You may return your rug within 7 days of delivery for a refund or exchange, provided the item meets our return conditions.
• The 7-day period begins on the date your rug is delivered, as indicated by the tracking information provided with your order.
• 2. Eligibility for Returns

To be eligible for a return, your rug must meet the following conditions:

• Unused and in Original Condition: The rug must be in the same condition as when you received it—clean, unused, and free of stains, odors, pet hair, or any signs of wear (e.g., not walked on or placed under furniture). Bamboo silk is a delicate material, and we cannot accept rugs that show signs of use.
• Original Packaging: The rug must be returned in its original packaging (or equivalent protective packaging) to prevent damage during shipping.
• Proof of Purchase: You must provide your order number, receipt, or proof of purchase (e.g., order confirmation email) to process the return.
• Not a Final Sale Item: Items marked as “Final Sale” (e.g. clearance items) are not eligible for return unless they arrive damaged or defective.

3. Non-Returnable Items

The following items cannot be returned:

• Rugs that have been used, soiled, or damaged after delivery (e.g., stains, tears, or pet damage).
• Rugs not in their original condition or packaging.
• Custom-made or personalized.
• Items marked as “Final Sale” or “Clearance” at the time of purchase.

4. How to Initiate a Return

Follow these steps to start the return process:

1. Contact Us: Email us at support@afrarugs.com within 7 days of delivery to request a return. Please include your order number, the reason for the return, and photos of the rug (if applicable, e.g., for damage or defects).
2. Receive Return Authorization: We’ll review your request and provide a Return Authorization Number (RAN) and shipping instructions within 2-3 business days. Returns without an RAN will not be accepted.
3. Pack the Rug Securely: Pack the rug in its original packaging (or equivalent) to prevent damage during transit. Include the RAN and a copy of your order confirmation in the package.
4. Ship the Rug: Ship the rug back to us using the provided return shipping label (if applicable) or a carrier of your choice. We recommend using a trackable shipping method, as you are responsible for the rug until it reaches us.

5. Return Shipping Costs

• You are responsible for the return shipping costs. 
• Original shipping fees (including free shipping) are non-refundable.
•  If the rug is not eligible for return (e.g., used or damaged by the customer), you will be responsible for the cost of shipping it back to you if you still wish to have it returned.

6. Refunds

• Refund Process: Once we receive and inspect your returned rug, we’ll notify you via email about the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days.
• Refund Amount: You’ll be refunded the full purchase price of the rug (excluding original shipping fees) to your original payment method. If you paid with a credit card, it may take an additional 3-5 business days for the refund to appear on your statement, depending on your bank.
• Exchanges: If you’d like to exchange the rug for a different size, color, or style, we’ll ship the replacement rug at no additional shipping cost once we receive the original rug, provided the new item is of equal or lesser value. If the replacement is more expensive, you’ll be charged the difference.

7. Damaged, Defective, or Incorrect Items

• If your rug arrives damaged, defective, or is not what you ordered (e.g., wrong color, size, or style), please contact us within 7 days of delivery with photos of the issue and your order details.
• We’ll provide a prepaid return label and either send a replacement rug (if available) or issue a full refund, including any shipping fees.

8. Cancellations Before Shipment

• If you’d like to cancel your order before it ships, contact us as soon as possible at support@afrarugs.com. If the order hasn’t shipped, we’ll cancel it and issue a full refund.
• If the order has already shipped, it will be treated as a return, and you’ll need to follow the return process outlined above.

9. Care and Maintenance Notice

• Bamboo silk rugs are delicate and require proper care to maintain their softness and high shine. We are not responsible for damage caused by improper care, such as exposure to direct sunlight, harsh cleaning chemicals, or excessive moisture. Please refer to our Care Guide for tips on maintaining your rug.

10. Contact Us

If you have any questions about our return policy or need assistance with a return, we’re here to help! Reach out to us at:

• Email: support@afrarugs.com
• Phone: +1 303 870 8498
• Response Time: We’ll respond to all inquiries within 1-2 business days.