Where
Artistry
Meets Floor

• Customers may request a return or exchange within 15 days of receiving their order.
• Returns and exchanges are only applicable to non-custom, non-discounted items.
• Customers must share an image of the packed product to initiate the return request.
• All returns are subject to a quality inspection before approval.
• VMS Carpets does not charge a restocking fee for returns or exchanges.
• Exchanges will only be processed after the returned product passes Quality Control & Check.
• Customers may exchange for another product of equal or higher value (paying the difference). Exchanges for lower-value items will not be eligible for partial refunds.
• VMS Carpets provides free return shipping for exchanges/refunds within India.
• Dispatch from any location takes up to 24–72 hours.
• Discounted inventory: No returns or exchanges (applies to online and offline purchases).
• Delivery timelines may extend slightly due to higher order volumes during Year End Sale.

Accepted Payment Methods

• Major Credit / Debit Cards — Visa, MasterCard, American Express, RuPay
• Net Banking for domestic transactions
• UPI & Wallet Payments — Google Pay, Paytm, PhonePe
• PayPal & Stripe for international orders
• Bank Wire Transfer for bulk and B2B orders

Additional Payment Terms

• Customers opting for instalment payments (EMI, Klarna, Afterpay) will be subject to the terms of the respective provider.
• Payments must be settled in full before dispatch, except for approved corporate accounts where payment terms may be discussed.
• If payment was made via UPI, Wallet, or Bank Transfer, customers must provide their bank details for refunds.

• VMS Carpets reserves the right to cancel any order after placement at its sole discretion, including pricing errors, stock unavailability, suspected fraud, or non-compliance with company policies.
• If an order has not been shipped, customers may request cancellation within 24 hours, subject to VMS Carpets' discretion.
• Once an order is processed and shipped, it cannot be cancelled — customers must follow the return process instead.
• Custom and made-to-order rugs cannot be cancelled once the order is confirmed.

• Free return shipping is offered within India only.
• For international orders, VMS Carpets does not cover return shipping costs — customers must arrange the return shipment.
• VMS Carpets is not liable for damage incurred during international shipping. If a rug arrives damaged, customers must inform VMS Carpets and we will settle the claim with the carrier.
• International refunds may take 7–21 business days, depending on banking institutions and exchange rates.
• Refunds for international orders will be issued in the original currency; any foreign transaction fees are the responsibility of the customer.
• VMS Carpets does not provide refunds via bank transfers for international transactions — refunds will be issued via the original payment method or store credit.

• In case of payment or order disputes, customers must first contact VMS Carpets Customer Support within 7 days of the issue arising.
• If the dispute remains unresolved, VMS Carpets may offer a mediation process.
• If further escalation is required, the dispute will be handled as per the Indian Consumer Protection (E-commerce) Rules, 2020, governed by the laws of India.
• VMS Carpets reserves the right to suspend accounts suspected of fraudulent activity.
• If the dispute cannot be resolved within 30 days, it shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with the venue of arbitration in Mirzapur, India.

• All transactions are verified via secure payment gateways to prevent fraudulent activities.
• Customers initiating unauthorised chargebacks may be permanently banned from purchasing at VMS Carpets.
• If fraud is suspected, VMS Carpets reserves the right to:
  • Hold shipments until payment verification is completed.
  • Request additional identification for high-value transactions.
  • Report fraudulent transactions to relevant authorities.

• VMS Carpets provides a GST-compliant invoice for all domestic orders.
• VMS Carpets will cover any applicable import duties, customs fees and taxes for international customers.
• Digital invoices will be sent via email upon product shipment.
• Business customers requiring Input Tax Credit (ITC) on GST should provide their GSTIN at checkout.

• Handmade rugs are covered under a limited warranty of up to 24 months against manufacturing defects.

Warranty Does Not Cover

• Normal wear and tear
• Shedding or sprouting
• Colour fading due to sun exposure
• Excessive moisture damage
• Damage due to heavy furniture

• Customers will receive an order tracking link via email or SMS once the order is shipped.
• Tracking updates are available via VMS Carpets' Order Tracking Portal on the website.
• For any issues with tracking, customers can contact customer support at info@vmscarpets.com or WhatsApp +91 92351 06264.

• Once an order has been shipped, VMS Carpets' responsibility extends until it has been successfully delivered to the customer.
• Upon delivery confirmation, VMS Carpets assumes no further liability for loss, damage or delays, except as required under applicable consumer protection laws.
• Customers are responsible for inspecting their product upon arrival and filing claims with VMS Carpets if damage occurs in transit.
• VMS Carpets does not accept liability for third-party shipping issues or customer handling errors post-delivery.
• VMS Carpets reserves the right to deny refunds or exchanges if a product is found to be used, soiled, altered or damaged by the customer.
• In cases of suspected fraudulent claims, VMS Carpets may request additional proof before approving a return.