Return, Refund & Exchange Policy

At HI-Homes, every handcrafted rug undergoes multi-point inspection before dispatch. If your package arrives in a damaged condition, exhibits an evident manufacturing flaw, or differs from the item ordered, please notify us within 48 hours of delivery.

Please send an email to hihomes.store@gmail.com with your Order ID, clear photographs of the defect, and an unboxing video. Once verified, our team will arrange a hassle-free reverse pickup at zero cost to you and immediately initiate an exchange or full refund.

We want you to love your floor. For our standard in-stock catalog rugs, we offer a 7-day return window from the date of delivery for change-of-mind requests.

To qualify for a standard return, the rug must be in its original, unused condition, free of pet hair, odors, dirt, or stains, and rolled with its original tags, bar codes, and protective packaging intact.

Did you order a rug that doesn’t quite fit your room proportions? We gladly facilitate exchanges for a different size, design, or collection within 7 days of delivery for eligible catalog rugs.

If the replacement rug has a higher price, the difference must be settled prior to dispatch. If the replacement has a lower price, the remaining balance will be refunded to your original payment method or issued as store credit.

Manufacturing Defects or Transit Damage: HI-Homes covers 100% of reverse courier pickup and transit insurance costs.

Change-of-Mind Returns or Size Exchanges: A nominal reverse logistics and restocking fee (typically ₹500 – ₹1,200 depending on rug weight and distance) will be deducted from your final refund amount to cover two-way courier shipping for heavy home-furnishing cargo.

Once your returned rug reaches our Gurugram facility, our quality team inspects the weave and backing within 48 hours. Upon approval, refunds are processed as follows:

• Prepaid Orders (Cards, Net Banking, UPI): The refund is credited directly to the original payment source within 5 to 7 business days, depending on your bank’s settlement cycle.
• Cash on Delivery (COD) Orders: Our accounts team will contact you to securely collect your bank account details (Account Name, Account Number, IFSC code) or UPI ID. NEFT/UPI refunds are disbursed within 3 to 5 business days.

You may cancel an order for a full refund within 24 hours of order placement by contacting hihomes.store@gmail.com. Once an order has been packed and handed over to our freight carrier, it cannot be cancelled in transit and must follow the standard return procedure after delivery.

The following items cannot be returned or exchanged for change of mind:

• Custom-sized, monogrammed, or bespoke woven rugs.
• Items marked as 'Final Sale', 'Clearance', or 'Archive Sale'.
• Rugs returned without original brand labels or protective plastic wrapping.
• Rugs exhibiting signs of use, vacuum damage, pet hair, or liquid soiling.

Every HI-Homes rug is individually hand-tufted, hand-knotted, or hand-loomed by master artisans. Subtle irregularities in weave rhythm, natural botanical dye variations across yarn lots, minor yarn sprouting, and dimensional variances of ±3% to 5% are inherent hallmarks of authentic handmade rug craftsmanship and are not considered manufacturing defects.