Eligible standard rugs may be returned within 30 days of delivery.

To request a return, please contact us at pinkrugoofficials@gmail.com within the 30-day return period. Include your order number and the reason for your return.

Returned items should be unused, unwashed, undamaged, and in their original condition and packaging, to the extent reasonably possible.

PINKRUGO offers custom rugs through a personalized consultation process.

Customers first contact us through WhatsApp to discuss their requirements, such as size, color, pattern, and design preferences. Our team will review the request and confirm whether the customization is feasible.

If the request can be fulfilled, we will provide a proposed design or customization plan and a price quotation for the customer's review.

Custom orders will only be confirmed after the customer approves the final customization details and quotation and completes payment. Production will begin after these steps are completed.

Because custom rugs are made according to individually confirmed specifications, custom rugs are not eligible for returns or refunds for personal preference or change-of-mind reasons.

This restriction does not affect your rights if a custom rug arrives damaged, defective, incorrect, or materially different from the approved specifications, or any other rights that cannot be excluded under applicable law.

For returns requested for personal reasons, such as a change of mind or a preference-related issue, the buyer is responsible for the return shipping costs.

If an item arrives damaged, defective, incorrect, or materially different from the order, please contact us before returning it. We will review the issue and advise on an appropriate resolution. Where required by applicable law, PINKRUGO will cover the relevant return costs.

Please inspect your order after delivery. If your item arrives damaged, defective, incorrect, or materially different from what you ordered, contact us at pinkrugoofficials@gmail.com.

Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the item and the issue
- Photos of the packaging, if relevant

Please contact us as soon as reasonably possible so we can assess the issue and determine an appropriate solution, which may include a replacement, repair where available, or refund, subject to applicable law.

Once an approved return has been received and inspected, we will notify you whether the refund is approved.

Approved refunds will be issued to the original payment method, unless otherwise required by law. The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Original shipping charges, duties, taxes, and other fees are not refundable unless required by applicable law or the return is due to an issue for which PINKRUGO is responsible.

Once an approved return has been received and inspected, we will notify you whether the refund is approved.

Approved refunds will be issued to the original payment method, unless otherwise required by law. The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Original shipping charges, duties, taxes, and other fees are not refundable unless required by applicable law or the return is due to an issue for which PINKRUGO is responsible.

## 6. Customer Information and Communication

Customers are responsible for providing accurate, complete, and valid contact information, including their name, email address, phone number, and any other details required to process an order or return request.

If information is missing, incorrect, incomplete, or requires verification, PINKRUGO will contact the customer using the email address provided with the order.

Customers are expected to respond within 3 business days of our email requesting additional information.

If we do not receive a response within this period, we may place the return or refund request on hold until the required information is received. If the customer remains unresponsive and the request cannot be processed, we may close the request, subject to applicable law.

Any refund legally owed to the customer will not be withheld solely because the customer did not respond to an email.

Email pinkrugoofficials@gmail.com with the subject line "Return Request" and include your order number and reason for the return.

Please do not send an item back before receiving return instructions from us.

Nothing in this policy limits or excludes any consumer rights that cannot be limited or excluded under the laws applicable to your purchase.