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1. Returns & Exchanges
At NOOR RUGS, we are committed to delivering exceptional handcrafted rugs of the highest quality. If your order arrives with an issue, we will work with you to resolve it promptly.
Return Eligibility
You may request a return within 14 days of receiving your order if:
- The item arrives damaged or defective.
- The item received is materially different from the product ordered.
- An incorrect item was delivered.
To request a return, please contact us within 14 days of delivery and provide:
- Clear photographs of the product.
- An unboxing video showing the issue.
- Your order number.
- All original packaging and accessories.
All return requests are subject to review and approval by NOOR RUGS.
Returned items must be:
- Unused and in their original condition.
- Free from signs of use or damage caused after delivery.
- Returned with all original packaging and accessories.
2. Non-Returnable Items
The following items are not eligible for return, refund, or exchange:
- Custom-made or personalized rugs.
- Made-to-order products.
- Clearance or discounted items.
- Final sale products.
- Products damaged due to improper use or handling after delivery.
3. Exchanges
Approved exchanges will be processed after the returned item has been received and inspected.
Customers may exchange an eligible product for another item of equal or greater value by paying any applicable price difference.
4. International Shipping
We proudly offer worldwide shipping.
Shipping Benefits
- Complimentary Worldwide Shipping on eligible orders.
- Secure protective packaging.
- Fully trackable shipments.
- Order tracking provided via email after dispatch.
Customs Duties & Taxes
Import duties, customs fees, VAT, and other applicable taxes vary by destination country and local regulations.
Where applicable, these charges may be included at checkout or collected by the relevant authorities in accordance with local import regulations.
Delivery times may vary depending on destination, customs clearance, and local carrier operations.
NOOR RUGS is not responsible for delays caused by:
- Customs inspections.
- Carrier delays.
- Severe weather.
- Force majeure or circumstances beyond our reasonable control.
5. Return Shipping Costs
Unless the return is due to our error, a damaged item, or an incorrect shipment, customers are responsible for return shipping costs.
Customers are responsible for ensuring returned products are securely packaged. NOOR RUGS is not responsible for items lost or damaged during return transit.
6. Refund Policy
Once your approved return has been received and inspected, your refund will be processed.
Refund Timeline
Approved refunds are generally processed within 5–10 business days, although processing times may vary depending on the cryptocurrency payment provider.
Refunds will be issued in the same cryptocurrency used for the original purchase, or an equivalent value where required by our payment provider.
Any applicable blockchain network fees or transaction fees are non-refundable.
Original shipping charges are non-refundable unless the return results from our error.
7. Cryptocurrency Payments
NOOR RUGS accepts cryptocurrency payments exclusively.
Payments are securely processed through trusted cryptocurrency payment providers.
Due to the nature of blockchain technology, cryptocurrency transactions are generally irreversible once confirmed.
Refunds, where approved under this policy, will be processed in accordance with our Refund Policy.
8. Order Cancellation
Orders may be cancelled before shipment.
Once production, processing, or shipment has begun, cancellation requests may no longer be possible.
Custom-made and personalized products cannot be cancelled after production has commenced.
NOOR RUGS reserves the right to cancel any order due to:
- Pricing errors.
- Inventory limitations.
- Suspected fraud.
- Violation of our store policies.
9. Fraud Prevention
To protect our customers and business, all orders are subject to fraud prevention and security verification.
NOOR RUGS reserves the right to decline or cancel any order suspected of fraudulent or unauthorized activity.
10. Limitation of Liability
NOOR RUGS' responsibility extends until the successful delivery of your order.
Claims relating to shipping damage must be reported within 48 hours of delivery.
Upon confirmed delivery, responsibility for the product transfers to the customer.
To the fullest extent permitted by law, NOOR RUGS shall not be liable for:
- Indirect or consequential damages.
- Customs-related delays.
- Carrier delays.
- Events beyond our reasonable control.
11. Contact Us
If you have any questions regarding returns, refunds, exchanges, cancellations, shipping, or your order, please contact us.
NOOR RUGS
Customer Support: Monday – Saturday
Response Time: Within 24 Business Hours