Refund & Return Policy

At Chalia Weavers, we take pride in offering high quality handcrafted rugs made with traditional weaving techniques. Each rug is carefully inspected before shipment to ensure it meets our quality standards. Please read this Refund and Return Policy carefully before placing an order.

1. Scope of Policy

This Refund and Return Policy applies to all purchases made from Chalia Weavers within Pakistan through our website, social media platforms, or direct orders.

By placing an order with Chalia Weavers, the customer agrees to the terms and conditions stated in this policy.

2. Return Eligibility

Customers may request a return within 24 hours and upto 3 days of receiving the product, subject to the following conditions:

• The rug must be unused and in original condition.
• The rug must be clean and free from stains, odors, or damage.
• The rug must be returned with its original packaging where applicable.
• The customer must provide proof of purchase, such as an order number or invoice.

Any product that shows signs of use, alteration, washing, or damage will not be eligible for return or refund.

3. Non-Returnable Items

The following products are not eligible for refunds or returns:

• Custom-made or made-to-order rugs once production has begun.
• Rugs that have been used, installed, or altered after delivery.
• Rugs damaged due to improper handling by the customer.

Because Chalia Weavers specializes in handmade rugs, minor variations in color, pattern, or texture are natural characteristics of handcrafted products and do not qualify as defects.

4. Refund Conditions

Refunds will only be issued after the returned product has been received and inspected by Chalia Weavers.

Refunds may be approved in the following circumstances:

• The product received is defective or damaged.
• The product delivered is significantly different from the order placed.
• The product has a manufacturing defect.

Under consumer protection principles in Pakistan, customers may claim refunds or compensation if goods are defective, misrepresented, or not delivered as agreed.

5. Return Shipping Responsibility

Customers are responsible for the cost of return shipping unless the return is due to an error made by Chalia Weavers.

Shipping charges paid during the original purchase are non-refundable.

Customers are advised to use a trackable shipping service, as Chalia Weavers is not responsible for products lost during return transit.

6. Refund Processing

Once the returned rug is received and inspected:

• Approved refunds will be issued to the original payment method.
• Refunds are typically processed within 5 to 10 business days after approval.
• Processing time may vary depending on the payment provider or bank.

7. Return Request Procedure

To initiate a return request, the customer must follow these steps:

1. Contact Chalia Weavers within 7 days of delivery.
2. Provide the order number, purchase details, and reason for return.
3. Provide photographs if the issue involves damage or defects.
4. Wait for confirmation and return instructions from our support team.

Return requests may be submitted through:

• Email: mail@chaliaweavers.com
• Instagram Direct Message :@chalia.official
• WhatsApp: +923116882782

8. Legal Compliance

Chalia Weavers operates in Pakistan and follows applicable consumer protection laws including provincial consumer protection legislation such as the Consumer Protection Act applicable in various provinces.

These laws require sellers to clearly disclose return and refund policies and ensure fair dealing with customers.

9. Dispute Resolution

In the event of any dispute arising from a purchase:

• The matter will first be addressed through good faith communication between the customer and Chalia Weavers.
• If the dispute cannot be resolved, the matter may be referred to the relevant Consumer Court or legal authority in Pakistan in accordance with applicable consumer protection laws.

10. Policy Updates

Chalia Weavers reserves the right to modify or update this policy at any time. Any changes will be published on our website and will apply to all purchases.