QAYSAR QALEEN

Shipping, Returns & Warranty

At Qaysar Qaleen , we take immense pride in the craftsmanship of every rug we deliver. Because our products are handmade and transit across international borders, we have established the following policies to ensure a transparent and fair experience for our global clientele.

International orders are not eligible for refunds, returns or exchanges!

01 — Shipping & International Duties

Freight Charges: We offer worldwide shipping; freight charges are calculated at checkout based on your location and the weight of the rug.

Customs, Duties & Taxes: For international orders , extra import duties and local taxes may apply depending on your country's customs laws. These charges are not included in our price & will be added at the time of delivery.

We may collect and process the following types of personal data:

Identity & Contact Data: Name, email address, telephone number, billing address, and international shipping address.

Transaction & Payment Data: Details about payments to and from you and other details of products you have purchased from us. Note: All payment information is processed securely via third-party encrypted gateways; we do not store your full credit card details.

Technical Data: IP address, browser type, time zone setting, and device information gathered during your visit.

Communication Data: Records of your inquiries, design consultations, and email correspondence

02 — How We Use Your Information

We stand by our quality. Returns are only eligible in the case of a manufacturing fault that cannot be rectified.

48-Hour Notification: To be eligible for a refund or replacement, you must initiate a request within 48 hours of receiving your order.

Condition of Return: The rug must be in its original condition. It must not be used, washed, altered, tampered with, or soiled. Any damage caused by the customer will void the return.

Packaging & Labels: Original packaging, labels, and tags must be intact. Altered or illegible serial numbers will void the return.

The Exchange Rule: If exchanging for a lower-value item, the difference in price is not eligible for a partial refund.

We use your data only where the law allows us to, primarily to

Fulfill Orders: To manage payments, logistics, and the international delivery of your carpets.

Customer Support: To provide updates on the hand-crafting process of your order.

Improvement: To enhance our website interface and personalize your experience.

Marketing: To share new collections or artisanal stories (only with your explicit "opt-in" consent).

Compliance: To prevent fraudulent transactions and comply with international export regulations.

03 — The Return Process

To process your request efficiently, we require the following:

Visual Documentation: Please provide multiple images & Video—one showing the product open for inspection of the fault, and another showing the product securely repacked.

Mandatory Repacking: The item must be returned in its original packaging . If the outer packaging was damaged during the initial delivery, it must be securely reinforced to prevent any damage during the return journey.

Quality Inspection: Once the item reaches our facility, it will undergo a rigorous quality check. We will initiate the refund or replacement only after the item passes this inspection.

To process your request efficiently, we require the following:

Visual Documentation: Please provide multiple images & Video—one showing the product open for inspection of the fault, and another showing the product securely repacked.

Quality Inspection: Once the item reaches our facility, it will undergo a rigorous quality check. We will initiate the refund or replacement only after the item passes this inspection

04 — Refunds

COD Orders (India only): Refunds will be processed within 10–12 working days after a successful pickup and inspection. Please provide your bank details for a bank transfer; we do not offer cash refunds.

Online Transaction: Refunds will be credited back to the original payment method after the inspection is complete.

Because each Qaysar Qaleen is a product of human effort, the following are considered natural characteristics of the craft and are not classified as manufacturing defects:

Shedding: New rugs, particularly hand-tufted ones, will shed loose fibers. This is a natural process that diminishes with regular low-power vacuuming.

Fiber Sprouting: Occasionally, a single tuft may rise above the pile. This is a normal trait of hand-woven rugs. Do not pull it ; simply clip it level with the pile using scissors.

Creasing & Rolling Marks: Due to tight packing for international transit, rugs may show temporary creases. These will naturally flatten within a few days of being laid out.

Scent: A "new rug" smell is common due to the materials being enclosed during shipping. This will dissipate within 24 hours in a well-ventilated space.

Color Variance: Digital screens display colors differently. We strive for accuracy, but a slight variance between your screen and the physical rug is expected.

05 — Understanding Handmade Characteristics (Non-Defects)