Refund policy
RUGSEA RETURNS & REFUNDS POLICY
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RETURNS & EXCHANGES
1. If you are not completely satisfied with your purchase within 3 days upon receipt of the Products, you may exchange the Product with a substitute equivalent to the items amount. The Product shall be un-used, Product tags shall not be tampered with, and the Product shall be in the original packaging. This policy is applicable only to those products which do not fall under the list of non-refundable items/provided on our store. If 3 days have gone by upon receipt of your Products, unfortunately we can’t offer you a refund or exchange. 1 exchange is only available per order.
2. All items must be received by Rugsea in order for a customer to be eligible for a exchange. You shall ensure that the Product is sent to us in the same condition as it was when received by you and is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.
3. We will arrange for a pickup to your address with a minimum shipping fees of RM 100. You shall ensure that you are available when the pickup is arranged. In the event that a there was a failed pickup not due to our own errors, we reserve the right not to accept the returns/exchanges.
4. Your returned Products are usually received and accepted within a set number of days after the return pick up. Returns handling time will vary depending on the courier that we have selected.
5. The lead time for exchanging Products may vary, we will informed you on the lead time. The exchange rugs will incur a minimum shipping fees of RM100. Total return & exchange charges is RM 200.
6. Please contact our customer service at hello@rugsea.com and provide your Order number, your name and address, details of the Product (with clear images).
FAULTY PRODUCT
1. All product descriptions, information, and materials on this store are provided "as is," with no express, implied, or other guarantees of any kind, whether express, implied, or otherwise.
2. Product image as seen on this store may slightly differ from the actual product that you receive.
3. If the item you received is faulty, please contact our customer service at hello@rugsea.com and provide your Order number, your name and address, details of the Product (with clear images).
4. Upon receipt of the Products, we will examine it and we will advise you on the status of the replacement via email as soon as practicable.
5. Under the event that we are not able to issue a replacement for your items, we will refund you the item amount.
6. Rugsea may at its discretion refuse to process a replacement/exchange order.
7. In the event the Product returned is not faulty, we may at our discretion decide not to replace or refund you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees or the payment details that you provided to us when you made your Order. We shall not be liable to you for any losses, liabilities, costs, damages, charges, or expenses as a result.
Custom Artwork and Charges
Custom prices are subject to custom surcharge (for additional artwork and production resources). Artwork illustrating your custom design at scale will be agreed post purchase. Due to the handcrafted nature of this product, the final colour and dimensions may differ slightly from those specified. All Custom items are non-returnable and are final as they are commissioned items made only to your specifications. Color balances on computer and/or phone screens and other outside factors (such as the light in a given room of your home) can impact how the hues come across.
Due to the handcrafted nature of our products, the actual colour and surface texture may differ slightly from the yarn card provided. As with all raw materials and natural fibres, minor differences are inevitable. These should not be interpreted as defects but are a reflection of the handcrafted nature of the product. Physical yarn card are to be returned in its original condition, under the circumstances that the physical yarn card are loss or damage, additional surcharges shall be applied.
Ready Made Design
We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products. All of our products are handmade and/or power loom, and rugs can vary in size by up to 5cm in width or length from the size shown. Likewise, although yarn dyes are used for accuracy, colours can vary slightly from rug to rug. This is normal and, by placing an order with us, you confirm your understanding and acceptance of this.
Placing an Order
By placing an order with us, you are making an offer to Cantera Capital Group PLT, "doing-business-as" Rugsea, to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our Shipping & Returns policy on our website. All delivery dates and lead times are only estimates and subject to change from time to time.
LATE OR MISSING REFUNDS
Any refunds processed shall be via the original payment method.
1. If you haven’t received a refund yet, first check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rugsea.com.
DISCLAIMER
All our rugs may have 1 - 5 cm difference in length or width, kindly be aware with this. Images in our website are just for illustration purposes and may differ in the actual rug.
CANCELLATION FEES (IF APPLICABLE)
1. Cancellation can only be made within 12 hours from the purchase date.
2. Cancellation fees of up to 30% of total merchandise value for orders after 24 hours. Only applies to orders that had not been delivered. This policy is applicable only to those products which do not fall under the list of non-refundable items/provided on our store.
3. Once an Order has been dispatched it may not be cancelled and the item must instead be remedy to Return & Exchanges clause above.
4. Rugsea may at its discretion refuse to process a cancellation order however may offer a exchange of Products as a substitute remedy.
5. Please contact our customer service at hello@rugsea.com and provide your Order number, your name and address.
RIGHT OF REFUSAL OF SERVICE
1. We reserve the right of refusal of service against intolerable, rude and disrespectful customers in order to protect our well being of our team members.
2. In the event that the circumstances arises, we will issue a refund immediately.
3. We do not, however, discriminate against patrons based on race, color, religion, or national origin.