Return Policy

This Return Policy applies to ready-to-ship gallery carpets purchased from Divine Teppich and to bespoke commissions made to an approved brief. It explains when a return or exchange is possible, the condition we require, and how concierge will help you through the request.

Shipping, cancellation before dispatch, and the start of weaving are covered in more detail in our Shipping Policy and Cancellation Policy. Where those subjects overlap, this page governs returns after a carpet has been received.

Ready-to-ship gallery carpets are eligible for return or exchange within 14 days of receipt, provided they remain in original, unused condition. The window begins on the day the carpet is delivered to the address or authorised representative on the order.

A gallery piece is a finished work already in our collection. It can, in principle, return to inventory if it is unrolled only for inspection, kept clean, and sent back with the same care it left the atelier.

• Request the return within 14 days of delivery — not 14 days from the date you first unroll it for a second look.
• Exchanges are offered for another gallery piece of equal or greater value, with any difference settled before the new carpet ships.
• If the 14-day window has passed, we cannot accept the carpet back as a standard gallery return.

The carpet must be unused, free of odours, stains, or wear, and returned with original packing materials where possible. Pieces that have been installed, cut, or otherwise altered cannot be accepted.

Hand-knotted wool and silk show every mark. Even brief use — furniture, shoes, moisture, or strong light — can change the pile in a way that prevents the piece from returning to gallery stock.

• Unroll on a clean, dry floor for inspection only; do not place furniture on the carpet if you may return it.
• Keep original wrapping, straps, and any atelier labels so the piece can travel as it arrived.
• Do not vacuum with a beater bar, apply treatments, or attempt spot-cleaning before you contact us.
• Photograph the unused carpet and the outer packaging before you request a return, so we can confirm eligibility quickly.

Some carpets cannot come back to the atelier once they have left, even within 14 days, because they cannot be offered again as gallery inventory.

• Bespoke and custom-commissioned carpets once yarn dyeing or weaving has commenced.
• Gallery pieces that have been installed, cut, bound, or altered in any way.
• Carpets showing wear, staining, pet hair, smoke, moisture, or household odour.
• Pieces returned after the 14-day gallery window without a prior written exception from concierge.

Bespoke and custom-commissioned carpets tailored to specific dimensions or colours are non-refundable once weaving has commenced. These works are made uniquely for you and cannot be restocked as gallery inventory.

Until you approve design proofs, colour, and size, we refine the brief with you. After sign-off, materials and loom time are committed. If you need to change or stop a commission before dyeing and weaving begin, that is a cancellation request, not a return.

Contact concierge within the 14-day window with your order details and photographs of the unused piece. We will confirm eligibility and arrange collection or return shipping instructions. Write to sales@divineteppich.com, message us on WhatsApp, or call +91 84310 31857.

• Include your name, order or invoice reference, and the gallery piece title or SKU if you have it.
• Attach clear photographs of the full carpet, any edges or labels, and the outer packaging as received.
• Wait for written confirmation before you ship anything back. Unsolicited returns may be refused or delayed.
• Use the carrier and packing method we specify so the pile and edges remain protected in transit.

When the carpet reaches the atelier, we inspect it against the condition described above. If it meets the standard, we process the refund or exchange agreed in our confirmation.

Refunds for approved gallery returns are issued to the original payment method once inspection is complete. Timing depends on your bank or card issuer after we release the funds.

If the returned piece does not meet the unused-condition standard, we will contact you before any next step. We cannot restock a used or altered carpet as a gallery return.

If a carpet arrives with damaged packaging or suspected transit damage, that is a shipping matter, not a change-of-mind return. Inspect the outer casing on delivery and notify concierge within 48 hours so we can assist with a claim.

Do not refuse a white-glove delivery without photographing the packaging. Keep all materials until we confirm the next step. Details are in our Shipping Policy.

To start a gallery return or exchange, write to sales@divineteppich.com. Our concierge will reply with eligibility, collection, and — where it applies — exchange options for another gallery piece.