At Kaleen Baba, every rug represents skilled craftsmanship, carefully selected materials and a detailed production process. Most of our rugs are made individually after an order is placed. We do not ordinarily maintain ready-made inventory. Because our made-to-order rugs are manufactured specifically for each customer, they cannot normally be resold to another buyer. Please review this Return, Exchange and Cancellation Policy carefully before placing an order. By completing a purchase through our website, an online marketplace, social media, telephone, email or another authorised sales channel, the customer confirms that they have read and accepted this policy.
For the purpose of this policy:
Made-to-Order Rug — A "made-to-order rug" means any rug for which production begins after the customer places an order. A rug may be considered made to order even when the customer selects one of our existing designs. Made-to-order products include:
In-Stock Product — An "in-stock product" means a completed rug that is physically available for immediate sale and is clearly identified by Kaleen Baba as "In Stock," "Ready to Ship" or similar wording on the product page or order confirmation. A product is not considered in stock merely because its design is displayed on our website. Unless a product is expressly identified as ready to ship, customers should assume that it will be made to order.
Manufacturing or Production Start — Production will be considered to have started when any order-specific work begins, including:
Production may begin before the order is marked as shipped or dispatched.
Customers should contact Kaleen Baba immediately after placing an order if they wish to request a cancellation. A made-to-order rug may be cancelled only when Kaleen Baba has not started production; order-specific materials have not been purchased, allocated, dyed, cut or prepared; and no custom design, drawing or other order-specific work has begun.
When a cancellation request is approved before production begins, Kaleen Baba will initiate a refund to the customer's original payment method. Submitting a cancellation request does not automatically cancel the order. The cancellation will be valid only after Kaleen Baba confirms its acceptance in writing.
Cancellation After Production Begins — Once production has started, a made-to-order rug cannot be cancelled because materials and labour have already been committed; the rug is being manufactured for the individual customer; the finished rug may not be suitable for resale; and production costs cannot normally be recovered. Therefore, once production begins, cancellations, change-of-mind refunds and preference-based exchanges will not be accepted, except where required by applicable law.
A customer cannot cancel a made-to-order rug merely because it has not yet been shipped. The relevant point is when production begins—not when the rug is dispatched.
Although this policy principally covers cancellations, customers should understand that a substantial change requested after production starts may effectively require the original rug to be cancelled and remade. Requests involving changes to the following may not be accepted after production begins:
When a change is technically possible, Kaleen Baba may require an additional payment; a revised production timeline; a new written approval; and payment for materials or work already completed. No change is confirmed until Kaleen Baba accepts it in writing.
An eligible in-stock product may be cancelled before it is dispatched. Customers must contact Kaleen Baba immediately with their:
Once an in-stock order has been handed to the courier, it can no longer be cancelled as an unshipped order. The customer may instead request a return after delivery, provided the product qualifies under the applicable return conditions described below. Refusing delivery without prior written approval is not treated as an approved cancellation or return.
Made-to-order and customised rugs are not eligible for return, exchange or refund merely because the customer:
This restriction applies because the rug has been manufactured specifically for the individual order and may not be commercially resalable.
The made-to-order restriction does not remove the customer's rights when a rug is:
Kaleen Baba will assess each reported issue based on the original order, written specifications, approved designs or drawings, product photographs, production records, quality-control records, delivery evidence, and information supplied by the customer.
Depending on the nature and severity of the verified issue, Kaleen Baba may provide an appropriate remedy, which may include repair; local professional correction; replacement; reproduction of the rug; partial refund; store credit; return and refund; or another reasonable solution agreed with the customer.
The appropriate remedy will be determined according to the nature of the problem, the feasibility of repair or replacement, the applicable consumer law and the terms of the sales platform through which the order was placed. A full refund will not automatically be issued when a reasonable repair or replacement can properly resolve the issue, except where applicable law requires otherwise.
Customers should inspect the rug promptly after delivery. Visible delivery damage, an incorrect item or an apparent manufacturing defect should preferably be reported within 48 hours of delivery. Prompt reporting allows Kaleen Baba to preserve evidence and submit a claim to the courier or shipping insurer. The 48-hour reporting request is intended to support investigation of transit damage and does not remove any mandatory legal right available to the customer.
To report a problem, the customer must provide:
Customers must retain the original packaging until Kaleen Baba confirms that it may be discarded. Kaleen Baba may request additional photographs, measurements, video evidence or an independent inspection where reasonably necessary to evaluate the claim.
Kaleen Baba rugs are handcrafted. Handmade products will not have the mechanical uniformity of mass-produced, machine-manufactured rugs. The following characteristics are not automatically considered defects:
A substantial difference from the confirmed order will still be reviewed fairly.
Kaleen Baba offers a 15-Day Return Guarantee only for eligible in-stock products delivered within India. This voluntary return guarantee does not apply to:
To qualify, the product must have been clearly identified as "In Stock" or "Ready to Ship" at the time of purchase. The customer must submit the return request within 15 calendar days from the recorded delivery date.
An eligible in-stock rug must be returned:
A rug will not qualify for a voluntary return when it has been used in a room; placed under furniture for continued use; washed or professionally cleaned; chemically treated; stained or soiled; cut, altered or repaired; damaged through improper handling; exposed to moisture; returned with missing components; returned without reasonable protective packaging; or damaged after it was delivered to the customer.
Unpacking a rug carefully for inspection does not by itself make it used, provided the rug remains in returnable condition.
Before returning any rug, the customer must obtain written return authorisation from Kaleen Baba. Customers should contact:
The return request should include:
Kaleen Baba will review the request and confirm whether the product is eligible. Customers must not send a product back until return instructions have been issued. Unauthorised returns may be refused, delayed or returned to the sender.
For an approved return of an eligible in-stock product within India, Kaleen Baba will normally arrange a complimentary pickup from the original delivery address, subject to courier availability and serviceability. Pickup will generally be requested within three to four working days after return approval. Actual pickup timing may depend on the customer's location and the courier's schedule.
The customer must keep the rug properly packed; make the package available at the agreed time; provide any required pickup documentation; and obtain proof that the courier collected the package. Acceptable proof may include a courier receipt, tracking number, pickup confirmation email, SMS confirmation, or a photograph showing the package and courier acknowledgement.
Kaleen Baba is not responsible for a returned product until it has been collected by our authorised courier or delivered to our approved return location.
A customer may self-ship an approved return only after receiving written permission and the correct return address from Kaleen Baba. The package should be dispatched within 48 hours after return authorisation unless a different period is agreed in writing.
The customer must use a reputable trackable courier; secure and protective packaging; appropriate shipping insurance where recommended; and the return reference supplied by Kaleen Baba. The customer must send the tracking information immediately after dispatch.
Kaleen Baba will not be responsible for a return sent to an incorrect address; a return shipped without authorisation; a package lost during unauthorised self-shipping; damage caused by inadequate packaging; or courier charges exceeding an amount approved in advance. Self-shipping costs will be reimbursed only when Kaleen Baba expressly agrees to reimbursement in writing before dispatch.
The voluntary 15-day return guarantee does not apply to international orders. For international orders, Kaleen Baba accepts return claims only when the product has a verified manufacturing defect; the wrong product was delivered; the rug was materially different from the confirmed specifications; or a return or remedy is required under applicable consumer law.
International customers must not ship a rug back independently. Because international returns may involve customs documentation, duties, taxes and specialised freight arrangements, Kaleen Baba must provide written return instructions before any shipment is made. Unauthorised international returns may be refused and may result in additional customs, storage, handling or redelivery charges.
When Kaleen Baba confirms that an international return is required because of our verified error, we will provide instructions regarding the approved shipping method and responsibility for reasonable return costs.
Made-to-Order Rugs — Made-to-order rugs cannot be exchanged because of a change of mind, incorrect customer measurements or a preference for another size, colour, design, material or texture. An exchange or replacement may be provided when Kaleen Baba verifies that the wrong rug was delivered; a significant manufacturing defect exists; the rug materially differs from the confirmed order; or an exchange or replacement is required by applicable law.
Eligible In-Stock Products Within India — An eligible in-stock product may be exchanged within the 15-day return period, subject to compliance with all return conditions; successful quality inspection; availability of the requested replacement; and payment or refund of any price difference.
An exchange is not reserved until the original product has been received or collected and the replacement has been confirmed as available. If the requested replacement is unavailable, the customer may select another eligible product or request an approved refund.
Every returned product will be inspected after it reaches Kaleen Baba's designated return facility. The inspection may include checking:
The return review will generally be completed within 8–10 business days after the product is received. If additional investigation is necessary, Kaleen Baba will contact the customer. Approval of a return request before collection is provisional. Final refund or exchange approval remains subject to inspection of the returned product.
When a return or cancellation is approved, the refund will normally be initiated within 5–7 business days after final approval. The time required for the refunded amount to appear in the customer's account may vary depending on the bank, card issuer, payment gateway or marketplace.
Prepaid Orders — Refunds for prepaid orders will ordinarily be issued to the original payment method used for the purchase. This may include credit card, debit card, net banking, UPI, digital wallet, or marketplace payment method.
Cash-on-Delivery Orders — Approved refunds for cash-on-delivery orders will be transferred to the customer's verified bank account or another mutually agreed payment method. The customer may be required to provide the account holder's name, bank account number, bank name, IFSC code, and proof reasonably required to verify the account. Kaleen Baba will never request a customer's banking password, card PIN or one-time password.
Store Credit — Where agreed with the customer, an approved refund may be issued as store credit and applied towards another Kaleen Baba purchase. Store credit will be issued only with the customer's agreement unless the original terms of a promotion expressly provide otherwise.
For an approved defect claim or an error caused by Kaleen Baba, the customer will not be charged reasonable return costs where Kaleen Baba is legally responsible for them.
For a voluntary in-stock return, Kaleen Baba reserves the right, where legally permitted and disclosed, to exclude or deduct expedited shipping charges; special delivery charges; unrecoverable customs duties; international import charges; additional services requested by the customer; damage caused after delivery; or reduction in value caused by handling beyond what was reasonably necessary to inspect the product.
No deduction will be made arbitrarily. Any proposed deduction will be explained to the customer.
For voluntary, non-defect returns of eligible in-stock products within India, complimentary return pickup is available for up to two approved returns per customer, household, telephone number or delivery address within a six-month period. For additional voluntary returns during that period, the customer may be required to pay the return shipping cost.
This limit does not apply to verified manufacturing defects; incorrect products; transit damage for which Kaleen Baba is responsible; or rights available under applicable consumer law.
Customers should not refuse delivery without first contacting Kaleen Baba. Refusing delivery does not automatically qualify the order for cancellation, exchange or refund.
When an order is refused, unclaimed or returned because the customer changed their mind; was unavailable; provided an incorrect address; failed to respond to the courier; refused to provide required customs information; or failed to pay applicable import charges, Kaleen Baba will review the matter individually.
For made-to-order rugs, a refused or unclaimed delivery will not normally qualify for a refund because the product was manufactured specifically for the customer. Where legally permitted, any refund otherwise available may be reduced by documented costs such as original shipping; return shipping; customs charges; storage charges; handling fees; and other direct costs caused by the refusal or failed delivery.
Kaleen Baba may refuse a return that was sent without prior approval; was sent to an incorrect address; does not match the authorised product; was dispatched after the approved return period; is used, washed, altered or damaged; does not include the required documentation; was inadequately packaged; contains a different item from the product purchased; or is associated with a false, duplicate or abusive claim.
Where possible, Kaleen Baba will contact the customer regarding an unauthorised return. Any cost of storing, reshipping or disposing of an unauthorised return may be charged to the customer where legally permitted.
Kaleen Baba reserves the right to investigate suspicious, misleading, duplicate or fraudulent return claims. Examples include returning a different product; removing part of the rug before returning it; falsifying photographs; claiming damage that occurred after delivery; making duplicate refund claims; filing conflicting claims with Kaleen Baba, the payment provider and the marketplace; returning an empty or substituted package; intentionally damaging a product; or repeatedly misusing the voluntary return programme.
Kaleen Baba may refuse voluntary services, suspend future orders or take appropriate legal action where fraud or deliberate abuse is reasonably established. This provision does not limit legitimate consumer complaints or mandatory legal rights.
Orders placed through Etsy, Amazon or another marketplace may also be governed by that marketplace's policies, case procedures and buyer-protection requirements. Customers should contact Kaleen Baba through the official order communication system of the marketplace where the purchase was made.
Where a mandatory marketplace rule or applicable law provides stronger rights than this policy, the mandatory rule or law will apply.
Nothing in this policy is intended to exclude, restrict or replace any consumer right that cannot legally be excluded. The customer's legal rights may vary depending on country of residence; delivery destination; sales platform; type of product; degree of customisation; nature of the reported problem; and applicable consumer-protection law.
Where applicable law provides a remedy for defective, damaged, incorrect or misdescribed goods, Kaleen Baba will handle the matter in accordance with those requirements.
For all cancellation, exchange, return or refund requests, please contact:
Please include your order number and the email address or telephone number used to place the order. Customer service messages do not constitute approval of a cancellation, return or exchange unless the approval is confirmed in writing by an authorised Kaleen Baba representative.
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