At Imperial Carpets & Decor, we want you to have a smooth shopping experience. This Return & Refund Policy explains when customers can request a return, replacement, or refund for products purchased through our website.
Please read this policy before placing an order.
1. Return Eligibility
Customers may request a return if the product arrives damaged, defective, incorrect, or significantly different from the product ordered.
The product must remain unused and in its original condition. Customers should also keep the original packaging, tags, invoices, and other items supplied with the order.
Important: Return eligibility can vary by product. Customized, made-to-order, cut-to-size, or specially prepared products may not qualify for return unless the product arrives damaged, defective, or incorrect.
2. Damaged or Incorrect Products
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect product, contact Imperial Carpets & Decor as soon as possible.
Please provide:
- Order number
- Customer name
- Contact number
- Clear photographs of the product
- Photographs of the packaging
- A brief description of the issue
We will review the information and determine the appropriate solution.
Depending on the situation, we may offer a replacement, return, repair, or refund.
3. Return Request
To request a return, contact us through the contact details provided on our website.
Please include your order number and explain the reason for your return.
We may ask for photographs or additional information before approving the request.
Do not send a product back without receiving return instructions from us.
4. Customized Products
Customized carpets may include products made according to a customer’s selected size, colour, design, material, or other specifications.
Because these products are prepared according to specific customer requirements, we may not accept returns or refunds for change of mind or incorrect personal preferences.
However, if a customized product arrives damaged, defective, or materially different from the approved order specifications, please contact us so we can review the issue.
5. Refunds
If we approve a refund, we will process the refund through the applicable payment method or another agreed method.
The time required for the refund to reach your account can depend on your bank, card provider, payment gateway, or other financial institution.
We will provide relevant refund information after we approve the request.
6. Shipping Charges
Shipping charges may not be refundable unless the return results from an error on our part, a damaged product, or another situation covered by this policy.
Return shipping arrangements can vary depending on the reason for the return.
We will provide the applicable instructions when we approve a return.
7. Exchange or Replacement
Where appropriate, we may offer a replacement instead of a refund.
A replacement depends on product availability.
If the same product is unavailable, we may discuss another suitable solution with you.
8. Non-Returnable Situations
A return or refund may not apply when:
- The product has been used or damaged after delivery.
- The customer ordered an incorrect size or specification.
- The product was customized according to customer requirements.
- The customer changes their mind after receiving a correctly supplied product.
- The customer fails to follow applicable care or handling instructions.
- The product shows damage caused by improper use or installation.
These conditions are subject to applicable consumer protection laws and the specific circumstances of the order.
9. Order Cancellation
If you want to cancel an order, contact us as soon as possible.
We will try to accommodate cancellation requests before the order enters processing, customization, or shipment.
Once an order has been customized, dispatched, or shipped, cancellation may no longer be possible.
10. Refund Processing
After we receive and inspect an approved returned product, we will determine whether it qualifies for a refund or replacement.
If we approve the refund, we will initiate the applicable refund process.
Your payment provider may require additional time to credit the amount to your account.
11. Contact Us
If you have questions about returns, replacements, cancellations, or refunds, please contact: