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Return & Refund Policy

Return and Refund Policy

Last updated: 1st November 2026

We want you to love your Surya Living rug. If something isn't right, you can return or exchange it within 7 days of delivery. This policy is offered by Surya Carpet Private Limited, Village Ugapur, Post Aurai, District Bhadohi, Uttar Pradesh 221024.

1. What you can return

You can return an item within 7 days of delivery if:

  • It is unused, unwashed, and in the same condition you received it

  • It is in its original packaging with all labels and tags attached

  • You have your order number

2. What you cannot return

  • Custom-made or personalised rugs, unless they are defective, damaged in transit or differ from the approved design

  • Items damaged after delivery through use, washing, cutting, pets or spills

  • Gift cards

  • Items bought in a sale marked "final sale" on the product page, unless defective.

3. Damaged, defective or wrong items

If your item arrives damaged, defective or different from what you ordered, please tell us within 48 hours of delivery with photos of the item and its packaging. We will collect it free of charge and send a replacement or give you a full refund, as you prefer.

We treat the following as defects: colour bleeding through the rug, torn edge binding, torn or stained backing, pile coming away from the backing, a design printed or woven out of line, or a rug that is visibly out of shape or does not lie flat.

Small colour variations, size (up to about 3%), and texture are a natural part of handmade rugs and are not defects.

4. How to request a return or exchange

  1. Email support@suryaliving.com or WhatsApp +91 92055 51597 within 7 days of delivery. Include your order number, the item, and the reason.

  2. We will reply within 2 working days. If the return is approved, we will give you a return number and book a pickup from your address.

  3. Pack the item in its original packaging and hand it to the courier with the return number.

5. Return shipping costs

Reason for return

Pickup cost

Damaged, defective or wrong item

Free

Change of mind, size or colour preference

Shipping amount will be deducted from your refund


6. Quality check

When your return reaches us, we check it within 2 working days. If it does not meet the conditions in section 1, we will contact you and send it back to you.

7. Refunds

We issue refunds within 2 working days of the item passing our quality check.

How you paid

Where the refund goes

When you will see it

UPI, card, net banking, wallet

Original payment method

5–7 working days after we issue it, depending on your bank

We do not give cash refunds. Original shipping charges, if you paid any, are refunded only when the item was damaged, defective, or wrong.

8. Exchanges

If you would like a different size or design, we will ship the exchange within 3 working days of your return passing our quality check. If the new item costs more, we will ask you to pay the difference; if it costs less, we will refund the difference. An exchanged item cannot be exchanged again, but it can still be returned if it is defective.

9. Cancellations

See our Cancellation Policy.

10. Questions or complaints

Email support@suryaliving.com or call +91 92055 51597, Monday to Saturday, 10 am to 6 pm IST. If you are not satisfied with our response, you can contact our Grievance Officer as set out in our Grievance Redressal Policy.