Shipping & Refunds

1. Shipping Options & Delivery Times

We currently ship within Nepal. Delivery times vary depending on your location and the type of product ordered:

• In-Stock Rugs: Dispatched within 2-3 business days. Delivery typically takes 3-7 days depending on the region.
• Custom Orders: Our hand-tufted custom rugs are made to order. Production usually takes 2-4 weeks. Once completed, standard shipping times apply.

2. Shipping Costs

Shipping costs are calculated at checkout based on the weight of your rug and your delivery address. We occasionally offer free shipping promotions, which will be clearly indicated on the website.

3. Order Tracking

Once your order has been dispatched, you will receive a tracking number via email or SMS. You can also track your order directly through our tracking page using your order ID.

4. Refunds & Returns

We want you to love your GenRug. If you are not entirely satisfied with your purchase, please review our return policy:

• Standard Items: Returns are accepted within 7 days of delivery, provided the rug is unused, unwashed, and in its original packaging. Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
• Custom Orders: Because custom rugs are made specifically to your design and specifications, all custom sales are final. We do not accept returns or offer refunds for custom orders unless there is a clear manufacturing defect.
• Damaged/Defective Items: If your rug arrives damaged or defective, please contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement or a full refund.

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original method of payment within 5-10 business days.

6. Need Help?

If you have any questions about shipping or returns, please message us on WhatsApp, Instagram, or email genrugofficial@gmail.com.