Política de reembolso
Returns — In-Stock Rugs
In-stock rugs may be returned within 30 days of delivery or pickup for a full refund, provided the rug is in its original condition — clean, undamaged, and free of odors or pet hair. To start a return, call us at (630) 324-6567 or email info@cassimruggallery.com with your order details.
Returns may be dropped off at our showroom: Cassim Rug Gallery, 239 Ogden Ave, Downers Grove, IL 60515. If you'd like us to arrange pickup or return shipping instead, contact us and we'll quote the cost — return transportation is the customer's responsibility unless the rug arrived damaged or incorrect.
Custom Rugs & Cut Stair Runners — Final Sale
Custom-made rugs and stair runners cut or fabricated to your specifications are final sale. They are made for your home, to your measurements. We take care to get every detail right before production begins — including free in-home measurement where applicable — precisely because these pieces cannot be resold.
Damaged or Incorrect Items
If your rug arrives damaged or isn't what you ordered, contact us within 48 hours of delivery with photos, and we'll make it right at no cost to you — repair, replacement, or refund, whichever is appropriate. As a rug manufacturer, most damage is something we can repair better than anyone.
Refund Processing
Once we receive and inspect a returned rug, approved refunds are issued to the original payment method within 10 business days.
Rug Cleaning & Repair Services
If you're ever unsatisfied with a cleaning or repair, contact us within 7 days and we will re-do the work or make it right. Your rug's condition is documented at intake.
Questions? Call (630) 324-6567 — talking it through is always the fastest path.
About Handmade Rugs — Please Read
Handmade rugs are individual works, not factory products, and small variations are part of what you're buying:
Sizes are approximate — a handmade rug listed as 9'×12' may vary by an inch or two in either dimension. Colors vary between dye lots, and every screen displays color differently; the rug in your home may differ slightly from photos. This is why we offer in-home trials and encourage showroom visits. New wool rugs naturally shed for the first weeks to months — this is normal and diminishes with regular vacuuming, not a defect. Natural fibers respond to sunlight, humidity and use; gradual patina is characteristic of handmade rugs, not a flaw.
Our stair runner length calculator and any measurements or timelines given by phone or online are good-faith estimates, not guarantees; final specifications are confirmed when we measure and quote your project. Custom production timelines are estimates and can occasionally extend due to circumstances beyond our control; we'll keep you informed if yours does.
These policies don't limit any rights you have under applicable law.
