Return, Cancellation and Refund Policy

Effective Date: 20 July 2026

This Return, Cancellation and Refund Policy applies to payments and transactions made through the Indigo Naturally Carpets website, payment links, bank transfers, quotations, proforma invoices, purchase orders, order confirmations or any other payment method accepted by us.

1. Nature of Our Business

Indigo Naturally Carpets primarily operates as a business-to-business, wholesale, institutional, project-based and made-to-order supplier of carpets, rugs, textiles, fabrics, home furnishings and related products.

Our website is not intended to operate as a conventional retail marketplace. It is primarily used to:

• Display our products and capabilities.
• Receive enquiries from business and project customers.
• Accept payments against approved quotations, proforma invoices, purchase orders, project orders, sample orders and customised orders.
• Receive advance, part or final payments for previously discussed and confirmed transactions.

Making a payment through the website does not automatically constitute acceptance of an order. An order shall be considered accepted only after written confirmation is issued by Indigo Naturally Carpets.

2. Order Specifications and Buyer Approval

Before making payment, the buyer must carefully verify all details mentioned in the quotation, proforma invoice, purchase order or order confirmation, including:

• Product description.
• Material and construction.
• Design and pattern.
• Colour and shade.
• Dimensions and quantity.
• Customisation requirements.
• Pricing, taxes and delivery charges.
• Delivery timeline.
• Installation or project requirements, where applicable.

Once an order, sample, design, colour, size or specification has been approved by the buyer, it will be treated as final.

Where there is any conflict between this Policy and a signed agreement, approved quotation, proforma invoice, purchase order or written order confirmation, the terms of the specific transaction document shall take precedence.

3. Order Cancellation

3.1 Cancellation Before Production or Procurement

A cancellation request may be submitted before production, material procurement, cutting, dyeing, weaving, printing, customisation or dispatch has commenced.

Approval of such cancellation shall be at the discretion of Indigo Naturally Carpets and may be subject to deduction of:

• Payment gateway charges.
• Bank charges.
• Design or sampling charges.
• Material procurement costs.
• Administrative or handling expenses.
• Any other costs already incurred against the order.

3.2 Cancellation After Work Has Commenced

Orders cannot normally be cancelled once any of the following has commenced:

• Raw material procurement.
• Fabric cutting.
• Weaving or manufacturing.
• Dyeing, printing or finishing.
• Custom sizing or custom branding.
• Packaging or dispatch.
• Production reserved specifically for the buyer.

Advance payments made for customised, project-based or made-to-order products become non-refundable once production or procurement has started.

3.3 Cancellation by Indigo Naturally Carpets

We may cancel an order where:

• The requested material or product is unavailable.
• The order cannot be manufactured according to the agreed specifications.
• The payment is unauthorised, fraudulent or incomplete.
• There is an error in pricing or order information.
• Circumstances beyond our reasonable control prevent order fulfilment.

Where an order is cancelled by us before fulfilment, the amount received for the unfulfilled portion of the order will be refunded.

4. Eligible Return or Refund Claims

Returns, replacements, credit notes or refunds may be considered only where:

• An incorrect product has been supplied.
• The quantity supplied is materially different from the confirmed order.
• The product has a verified manufacturing defect.
• The product materially differs from the written specifications or approved sample.
• The goods were damaged during transit while the transit risk remained with Indigo Naturally Carpets.
• The product cannot be supplied or the confirmed order cannot be fulfilled by us.
• A duplicate or excess payment has been received.

All claims are subject to verification, inspection and approval by Indigo Naturally Carpets.

5. Time Limit for Reporting Problems

The buyer must inspect the goods immediately after delivery.

Any claim relating to visible damage, incorrect products, shortage or specification mismatch must be reported within three business days of delivery.

The claim must include:

• Invoice or order number.
• Product details.
• Clear photographs of the goods.
• Photographs of the outer and inner packaging.
• An unboxing video for transit-damage or shortage claims, wherever reasonably possible.
• A detailed explanation of the issue.
• Delivery receipt or transporter documentation.

Claims submitted after the applicable reporting period may be declined, particularly where the goods have already been installed, cut, processed, washed, altered, resold or used.

6. Return Authorisation

Goods must not be returned without prior written approval from Indigo Naturally Carpets.

After reviewing the claim, we may issue return instructions or a Return Authorisation. Unauthorised returns may be refused and returned to the buyer at the buyer’s cost.

Unless the claim relates to a verified manufacturing defect, the returned goods must be:

• Unused and uninstalled.
• Unwashed and unaltered.
• Uncut and undamaged.
• In their original packaging.
• Complete with labels, accessories and supporting documents.
• Suitable for inspection and resale, where applicable.

7. Non-Returnable and Non-Refundable Products

Unless the product is verified as defective or materially different from the confirmed specifications, returns and refunds will not be accepted for:

• Custom-made or made-to-order carpets and rugs.
• Custom sizes, colours, designs, patterns or materials.
• Products manufactured according to buyer-provided drawings or specifications.
• Cut-length fabrics and textiles.
• Dyed, printed, stitched, embroidered or processed fabrics.
• Products bearing custom logos, labels or branding.
• Samples, swatches, prototypes and development pieces.
• Clearance, discounted or discontinued products.
• Installed, used, washed, stained, altered or damaged products.
• Products damaged due to improper handling, storage, installation, cleaning or maintenance.
• Goods purchased based on incorrect measurements supplied or approved by the buyer.
• Products rejected solely due to a change of preference, project cancellation or lack of resale demand.
• Export orders, except where a return has been specifically agreed in writing.

8. Handmade and Natural Product Variations

Many carpets, rugs, fabrics and textile products may contain handmade or natural elements.

Minor variations in the following may occur:

• Colour and shade.
• Texture and surface appearance.
• Weave and pattern alignment.
• Yarn thickness.
• Dimensions.
• Dye lots.
• Natural fibres and raw materials.
• Hand-finishing details.

Such variations are inherent characteristics of handmade and natural products and shall not automatically be considered defects.

Colours may also appear different depending on lighting conditions, screen settings, photography and production batches. Wherever an approved physical sample or swatch exists, the physical sample shall be treated as the primary reference.

Any specific dimensional or shade tolerance mentioned in the quotation, technical specification or order confirmation shall apply to the transaction.

9. Inspection and Resolution of Claims

After receiving a claim, we may:

• Request additional photographs, videos or documents.
• Arrange an inspection.
• Ask for the affected goods to be returned.
• Conduct material or quality testing.
• Verify the product against the approved sample, specifications or purchase order.

Depending on the nature and extent of the verified issue, Indigo Naturally Carpets may offer one or more of the following remedies:

• Repair or rectification.
• Reworking or re-finishing.
• Replacement of the affected quantity.
• Supply of the missing quantity.
• Credit note against a future order.
• Partial refund.
• Full refund for the affected goods.

The appropriate remedy will be determined based on the nature of the defect, feasibility of repair, availability of replacement material and the terms of the relevant order.

A minor or repairable defect shall not automatically entitle the buyer to a full refund of the complete order.

10. Return Shipping and Transportation Costs

Where the return is approved due to a verified error by Indigo Naturally Carpets, manufacturing defect or incorrect supply, we will arrange or reimburse reasonable return transportation costs, subject to prior written approval.

Where a return is accepted as a commercial accommodation and the goods are not defective, the buyer may be responsible for:

• Return freight.
• Insurance.
• Packaging.
• Handling charges.
• Restocking charges.
• Taxes, duties and other applicable expenses.

The buyer must use appropriate protective packaging. Indigo Naturally Carpets will not be responsible for goods damaged during unauthorised or improperly packaged return transportation.

11. Refund Processing

Approved refunds will generally be initiated within seven business days after:

• The refund has been approved.
• The returned goods have been received and inspected, where a return is required.
• The buyer has provided all necessary bank, payment and tax information.
• Any applicable credit note or adjustment documentation has been completed.

Refunds will normally be made through:

• The original payment method.
• Bank transfer to a verified account belonging to the buyer.
• Credit adjustment against an outstanding or future invoice, where mutually agreed.

After initiation, the payment gateway, card issuer or bank may require additional processing time before the amount appears in the buyer’s account.

Unless the refund arises solely from our inability to fulfil the order or from a verified error attributable to us, the refund amount may exclude:

• Payment gateway charges.
• Bank and transaction charges.
• Foreign exchange conversion charges.
• Shipping and insurance costs.
• Sampling, designing or development charges.
• Customisation and production costs already incurred.
• Duties and other non-recoverable charges.

Applicable GST adjustments and credit notes will be handled in accordance with the relevant tax requirements.

12. Duplicate Payments and Failed Transactions

Where the same invoice or order has been paid more than once, the buyer must contact us with the transaction references. After verification, the excess payment will be refunded or adjusted against another invoice.

Where an online payment fails but the amount is debited from the buyer’s account, the buyer should initially allow the bank or payment gateway’s standard reversal period.

If the amount is not automatically reversed, the buyer should contact us with:

• Transaction ID.
• Payment date.
• Amount.
• Bank or card reference.
• Screenshot or proof of debit.

We will coordinate with the payment service provider, but the final credit timeline may depend on the buyer’s bank or payment provider.

13. Delivery Delays

Delivery dates are based on estimated manufacturing, procurement and transportation timelines.

Where delivery is materially delayed for reasons within our reasonable control, the buyer may request a revised delivery schedule or cancellation of the undelivered portion, subject to the nature and production status of the order.

Delays caused by force majeure events shall not automatically qualify for cancellation or refund. Such events may include:

• Natural disasters.
• Flood, fire or severe weather.
• War, civil unrest or government restrictions.
• Strikes or labour disruptions.
• Transportation or port interruptions.
• Epidemics or public-health restrictions.
• Raw material shortages.
• Power or infrastructure failures.
• Events beyond our reasonable control.

14. Buyer-Caused Damage and Installation Issues

Returns, replacements or refunds will not be provided for damage resulting from:

• Improper installation.
• Incorrect cutting or measurements.
• Unsuitable adhesives or installation materials.
• Water, moisture or excessive humidity.
• Improper cleaning chemicals or methods.
• Incorrect storage.
• Heavy use, normal wear and tear or lack of maintenance.
• Damage caused by contractors, installers, transporters or third parties appointed by the buyer.

Where installation services are not specifically included in our written quotation, the buyer shall remain responsible for appointing a suitably qualified installer.

15. Limitation of Liability

To the maximum extent permitted by applicable law, the liability of Indigo Naturally Carpets relating to any accepted claim shall not exceed the invoiced value of the affected goods.

We shall not be liable for indirect or consequential losses, including:

• Loss of profits.
• Loss of business.
• Project-delay penalties.
• Loss of resale opportunities.
• Installation or removal costs.
• Third-party contractor charges.
• Interior redesign expenses.
• Business interruption.

This limitation shall not apply where liability cannot legally be excluded or limited.

16. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, the buyer should contact Indigo Naturally Carpets and provide a reasonable opportunity for the matter to be reviewed and resolved.

Where a chargeback is initiated for goods already supplied, accepted or produced according to the approved order, we reserve the right to submit the relevant quotation, invoice, order approval, delivery proof and correspondence to the payment service provider.

17. Grievance and Refund Contact Details

Return, cancellation, refund or payment-related requests may be submitted to:

Operated by: Indigo Naturally Carpets and Textiles

GSTIN: 08AAKFI2568K1ZW
Email: indigonaturallycarpets@gmail.com
Phone: +91 9829063349 / +91 9784594862
Address: 1746, Main Amer Road, Near Jaipur Blue Pottery Art Centre, Jaipur, Rajasthan – 302002, India

The current website displays these Jaipur contact details.

Complaints should include the invoice number, transaction reference, nature of the issue and supporting evidence. We aim to acknowledge complaints within 48 hours and resolve them within a reasonable period depending on the complexity of the matter.

18. Governing Law and Jurisdiction

This Policy and all transactions with Indigo Naturally Carpets shall be governed by the laws of India.

Subject to any mandatory rights or jurisdiction provided under applicable law, courts and competent authorities located in Jaipur, Rajasthan shall have jurisdiction over disputes arising from transactions governed by this Policy.

19. Changes to This Policy

Indigo Naturally Carpets may revise this Policy from time to time to reflect changes in its business processes, payment arrangements or applicable legal requirements.

The Policy applicable on the date of the relevant quotation, order confirmation or payment shall generally govern that transaction.