Return, Exchange & Warranty Policy
Everything you need to know about returns, exchanges, and warranty support.
Our Return Policy
At FarshAura, every rug is carefully crafted and inspected before it is dispatched. As most of our products are handcrafted and, in many cases, made specifically to order, all purchases are generally considered final.
We accept return or replacement requests only in cases where a genuine manufacturing defect is identified and the issue cannot reasonably be repaired or resolved.
Reporting a Manufacturing Defect
If you believe your rug has arrived with a manufacturing defect, please notify our customer support team within 48 hours of receiving your order.
To help us review your request, please provide:
- Your order number
- Clear photographs and/or videos showing the issue
- A detailed explanation of the problem
Please send this information to our customer support team at support@farshaura.com.
Customers are requested to retain the original packaging, labels, and tags until the matter has been reviewed and resolved. These may be required if the product needs to be returned to us.
What Is Not Considered a Manufacturing Defect
As FarshAura rugs are handmade using natural materials and traditional techniques, certain characteristics are normal and should not be considered product defects.
Shedding
Some shedding is normal, particularly with newly made hand-tufted wool rugs. Loose fibres may appear during the initial period of use, but this generally reduces over time with regular care and vacuuming.
We recommend vacuuming the rug once or twice a week using a low-suction setting.
Sprouting or Raised Fibres
From time to time, an individual fibre or tuft may appear slightly longer than the surrounding pile. This is a natural feature of handmade rugs.
Please do not pull the fibre out. Instead, carefully trim it with scissors so that it is level with the surrounding pile.
Creases and Roll Marks
Rugs are often rolled for transportation and delivery. As a result, temporary creases, pressure marks, or curling at the edges may be visible when the rug is first unpacked.
These marks normally settle naturally after the rug has been laid flat for a few days. Rolling the rug gently in the opposite direction may also help it regain its natural shape more quickly.
Initial Odour
A newly unpacked rug may occasionally have a temporary scent caused by packaging, storage, or transportation.
Allowing the rug to air out in a well-ventilated space will normally help the scent disappear within a short period.
Colour Variations
We make every effort to display our products as accurately as possible. However, colours may appear slightly different depending on individual screen settings, lighting conditions, and display devices.
Minor variations between the product images shown online and the actual rug are therefore not considered manufacturing defects.
FarshAura Warranty Policy
FarshAura takes pride in the craftsmanship and quality of every rug we offer. Our warranty policy is designed to provide customers with confidence and protection against genuine manufacturing defects.
Warranty Coverage
Warranty coverage depends on the construction and type of rug:
Hand-Knotted Rugs
Hand-knotted rugs are covered by a 24-month warranty against verified manufacturing defects.
Hand-Tufted, Flat-Weave and Hand-Woven Rugs
These rugs are covered by a 6-month warranty against verified manufacturing defects.
The warranty applies only to manufacturing-related issues and does not cover damage caused by improper use, accidents, incorrect cleaning methods, normal wear and tear, or failure to follow recommended care instructions.
How We Resolve Warranty Claims
Once a claim has been reviewed and a manufacturing defect has been confirmed, FarshAura will determine the most appropriate solution based on the nature of the issue.
Depending on the circumstances, the resolution may include:
- Professional repair of the product
- Replacement with the same or a similar product
- Another suitable solution determined by FarshAura
Our priority is always to ensure a fair and satisfactory resolution for our customers.
Return Shipping and Replacement
Return Shipping Costs
Where a manufacturing defect has been confirmed and a return is authorised by FarshAura, the applicable return shipping costs will be reimbursed.
Any approved reimbursement will be processed after the returned product has been received and inspected by our team.
Replacement of Defective Products
If a replacement is considered the most appropriate solution, FarshAura will arrange for a replacement product after confirming the manufacturing defect and completing the necessary return process.
Important Conditions
Original Packaging and Tags
Customers should retain the original packaging and product tags until they are fully satisfied with their purchase. These may be required for an approved return or warranty claim.
Timely Notification
Any manufacturing concern must be reported within the required timeframe. Delays in reporting an issue may affect our ability to investigate and process the claim.
Right to Decline a Claim
FarshAura reserves the right to decline return, exchange, or warranty requests that do not meet the conditions outlined in this policy.
If a product is returned without prior approval or is found not to have a qualifying manufacturing defect, the cost of returning the product to the customer may be the customer’s responsibility. No refund or replacement will be issued in such cases.
Need Assistance?
If you have any questions regarding your order, return eligibility, or warranty coverage, our customer support team will be happy to assist you.
You can contact us at support@farshaura.com or connect with us through WhatsApp or Instagram Direct Message.
Thank you for choosing FarshAura. We appreciate your trust in our craftsmanship and are committed to providing you with beautifully made rugs and a reliable customer experience.