Returns & Refunds Policy | Kaleen Baba
Service Policy

Returns & Refunds Policy

Understand our cancellation, return, and refund policies for all Kaleen Baba services.

1. Overview

At Kaleen Baba, we stand behind the quality of our rug repair, cleaning, installation, and coating services. This Returns & Refunds Policy outlines the conditions under which cancellations, returns, and refunds are available. We aim to ensure customer satisfaction while maintaining fair business practices.

2. Service Cancellation Policy

Cancellation Eligibility

You may cancel your service request under the following conditions:

Within 24 Hours of Booking

100% Refund — Full refund of service charges and any deposits paid. No cancellation fee applies.

24-72 Hours Before Scheduled Pickup

90% Refund — 10% cancellation fee applies. Balance refunded within 5-7 business days.

Less Than 24 Hours Before Pickup

50% Refund — 50% cancellation fee applies. Balance refunded within 5-7 business days.

After Pickup Completed

No Refund — Cancellation not available. Service assessment fee (₹500-1000) may apply if work has commenced.

After Service Completion

See Section 3 (Refunds for Unsatisfactory Service) for eligibility conditions.

Important: Cancellation must be made via email or phone to customer service. SMS or chat cancellations are not valid. Refunds are processed to the original payment method only.

3. Refunds for Unsatisfactory Service

Quality Guarantee

We guarantee professional service quality. If you're dissatisfied with the completed service, refunds may be available under specific circumstances:

Service Type Refund Eligible Refund % Conditions
Rug Cleaning Yes 50-100% Visible damage, staining, or color damage not disclosed
Rug Repair Yes 25-100% Poor workmanship, incomplete repair, or structural failure
Color Restoration Yes 25-75% Uneven color, chemical damage, or color inconsistency
Rug Coating Yes 25-100% Coating failure, discoloration, or application defects
Installation Yes 100% Improper placement or damage during installation

Refund Request Procedure

  1. Report Issue Within 7 Days: Contact us within 7 days of service delivery with photos and detailed description of the issue.
  2. Quality Inspection: Our quality team will review your complaint and may request additional photos or a site visit.
  3. Assessment: We assess whether the issue qualifies for a refund or re-service.
  4. Decision: You'll receive a written response within 5-7 business days with our decision and refund percentage (if applicable).
  5. Refund Processing: Approved refunds are processed within 5-10 business days to your original payment method.

Note: Issues reported after 7 days of service delivery will be assessed case-by-case. Documentation and clear evidence are required.

4. Non-Refundable Items & Services

Refunds Will NOT Be Provided For:

  • Natural Wear & Tear: Fading, slight color variations, or gradual fiber degradation are normal
  • Pre-Existing Damage: Damage not disclosed or visible during initial assessment
  • Customer Negligence: Damage caused by customer mishandling, improper storage, or use post-service
  • Normal Shrinkage: Small shrinkage (5-7%) may occur with some natural fiber rugs after cleaning — this is normal
  • Color Bleeding: If the rug has inherent color bleeding issues that become apparent after cleaning
  • Professional Advice Ignored: Damage from not following our post-service care recommendations
  • Change of Mind: Refunds for aesthetic preference changes after service completion
  • Custom Services: Fully customized repairs or reweaving already completed cannot be refunded (re-service only)

5. Re-Service Instead of Refund

Our Preferred Resolution

When an issue qualifies for compensation, we prefer offering a free re-service rather than a refund. This allows us to correct the problem professionally. Re-service options include:

  • Complete re-cleaning or re-repair at no additional charge
  • Partial refund + partial re-service
  • Credit toward future services (often at 110-120% of refund amount)

If you decline re-service, a partial or full refund will be processed as per our assessment.

6. Return Shipping & Logistics

For Refund-Eligible Services:

  • Return Shipping: We cover return shipping costs (rug shipped back to our facility)
  • Pickup Arrangement: We arrange free pickup from your location for return logistics
  • Insurance: Return shipment is fully insured during transit
  • Timeline: Return processing takes 2-5 business days after our receipt and inspection

7. Refund Payment Method & Timeline

Refund Processing:

  • Original Payment Method: Refunds are always processed to the original payment method (credit card, debit card, UPI, bank transfer)
  • Processing Time: 5-10 business days for refund to appear in your account
  • Bank Processing: Additional 1-3 business days may be required by your bank
  • Currency: Refunds in original currency; international refunds may incur currency conversion fees

Transparency: We'll provide a refund authorization number and tracking information via email. You can monitor your refund status anytime.

8. Special Circumstances

Service Delay or Non-Delivery

If we fail to deliver service within the promised timeline:

  • 1-7 Days Late: 25% refund of service charges
  • 8-14 Days Late: 50% refund of service charges
  • 15+ Days Late: 100% refund + ₹500 compensation credit

Damage During Transit

If your rug is damaged during pickup or delivery:

  • Document the damage with photos immediately upon discovery
  • Report within 24 hours of delivery with evidence
  • Full refund or re-service available; insurance claim processed automatically

Customer-Caused Cancellations

If Kaleen Baba cannot proceed due to customer reasons:

  • Refund eligible if cancellation made before work starts
  • Assessment fee (₹500-1000) applies if work has commenced
  • Assessment fee amount credited toward future service

9. Dispute Resolution

If You Disagree with a Refund Decision:

  1. Submit Appeal: Email detailed written appeal to appeals@kaleenbaba.com within 14 days of our decision
  2. Include Evidence: Attach photos, service records, and any supporting documentation
  3. Management Review: Your case will be reviewed by our management team (5-7 business days)
  4. Final Decision: You'll receive a final written decision; this is binding
  5. Legal Action: Disputes not resolved may be escalated to arbitration per our Terms & Conditions

10. No Refunds For:

Prohibited Reasons:

  • Rugs left at our facility beyond 90 days without collection request
  • Services paid in full where rug was already damaged before service (pre-existing condition)
  • Refunds requested after 60 days of service completion
  • Services where customer declined our recommendations (stain removal, fiber protection, etc.)

11. Promotional & Gift Services

Services purchased as promotional offers, discounts, or gift cards:

  • Refunds limited to 50% of the service charge or promotional value
  • Remaining value can be transferred to another service or customer (with authorization)
  • Non-transferable promotional codes cannot be refunded

12. Policy Updates & Changes

This Returns & Refunds Policy is effective from the date below and may be updated periodically. We'll communicate significant changes via email. Your continued use of our services indicates acceptance of any updates.

Last Updated: March 3, 2026

13. Contact Us

For questions about refunds, cancellations, or returns: