Warranty Provider: Kaleen Baba
Email: [email protected]
Telephone: +91 9005900831
At Kaleen Baba, every rug is individually handcrafted using carefully selected materials and specialised production techniques. We take pride in the craftsmanship, construction and durability of our products.
This Rug Warranty Policy provides a limited commercial warranty against verified manufacturing defects. Depending on the rug's weave type and selected quality level, warranty coverage ranges from 5 months to 40 months.
The exact weave type, quality level and warranty period applicable to your rug will be stated on the product listing, invoice, order confirmation, warranty certificate or other written documentation supplied by Kaleen Baba.
This warranty applies only to manufacturing defects that become apparent during normal and appropriate use of the rug. It is not an unconditional replacement guarantee and does not cover normal wear, accidental damage, incorrect care, environmental damage or the natural characteristics of handmade rugs.
The applicable warranty period is determined by both the rug's weave type and its purchased quality level.
| Weave Type | Superior Quality | High-Grade Quality | Premium Quality |
|---|---|---|---|
| Hand-Knotted, Tibetan, Patchwork and Gabbeh | 20 months | 30 months | 40 months |
| Handloom and Hand-Tufted | 6 months | 12 months | 18 months |
| Flat Weave, Shaggy and Hand-Woven | 5 months | 10 months | 15 months |
The warranty period begins on the original delivery date shown in the courier's delivery record. If the delivery date cannot be verified, the warranty period will begin on the invoice or order-confirmation date.
The warranty does not restart, renew or extend when a rug is repaired, modified, exchanged or replaced. Any repaired or replacement rug remains covered only for the unused portion of the original warranty period.
This warranty applies only when all of the following conditions are satisfied:
Products purchased from unauthorised resellers, liquidation sellers, second-hand marketplaces or private individuals are not covered unless Kaleen Baba expressly confirms coverage in writing.
A manufacturing defect is a fault directly caused by defective workmanship, improper construction or a production failure that existed when the rug was manufactured.
Depending on the weave type and construction, a covered manufacturing defect may include:
The existence of visible wear or damage does not automatically establish a manufacturing defect. Each claim is assessed according to the rug's age, construction, usage, location, maintenance history, photographs and physical condition.
Kaleen Baba may request a physical inspection, video inspection, professional assessment or laboratory examination when necessary to determine the cause of the reported problem.
After reviewing and approving a valid warranty claim, Kaleen Baba will determine the most appropriate remedy based on the nature and severity of the defect. Possible remedies may include:
The available remedy depends on the purchased quality level, technical feasibility, rug condition, availability of materials and applicable consumer law.
For an approved manufacturing defect affecting a Superior Quality rug, the primary warranty remedy will normally be repair or corrective service. If repair is technically impossible or commercially unreasonable, Kaleen Baba may offer an alternative remedy, replacement credit or discounted replacement at its discretion. A free exchange is not automatically included with the Superior Quality warranty unless it was expressly stated in the original product listing, invoice or written order agreement.
For an approved manufacturing defect affecting a High-Grade Quality rug, Kaleen Baba may first offer repair or corrective service. When an exchange is approved, the customer may purchase an eligible replacement rug at a 50% discount from its current standard selling price. This means the customer will be responsible for:
The current standard selling price means the regular price of the eligible replacement rug on the date the warranty exchange is approved, before temporary coupons, promotional offers, marketplace discounts or clearance reductions.
For an approved manufacturing defect affecting a Premium Quality rug, Kaleen Baba may first offer repair or corrective service when the defect can be reasonably corrected. When an exchange is approved, an eligible replacement rug will be supplied at a 100% discount from its current standard product price. This means there will be no charge for the replacement rug itself. The customer remains responsible for:
A free product replacement does not mean free international or domestic transportation.
Any replacement offered under this commercial warranty is subject to the following conditions:
During the warranty period, Kaleen Baba may offer paid modification or upgrade services at a reduced service charge. Possible services may include:
These services are separate from manufacturing-defect warranty coverage and are not automatically free. All modifications are subject to technical feasibility; the existing condition of the rug; material availability; design limitations; written assessment; customer approval; payment of the quoted service charge; and payment of shipping, customs and related costs.
Resizing, recolouring or modifying a handmade rug may affect its dimensions, pattern balance, colour consistency, border proportions or overall appearance. Exact matching with the original colour or yarn cannot be guaranteed.
Kaleen Baba may refuse a modification request when the requested work could damage the rug, weaken its structure or produce an unacceptable result. Any repair or modification performed by an unauthorised third party may void the remaining commercial warranty.
To submit a warranty claim, contact Kaleen Baba using the following details:
The customer must provide:
The customer should report a suspected defect promptly after discovering it. Delayed reporting may allow a small problem to become more severe and may make it difficult to determine the original cause.
Submitting photographs or contacting Kaleen Baba does not mean that the claim has been approved. Warranty approval will be issued only after the available evidence has been reviewed.
Kaleen Baba reserves the right to inspect the rug before approving a warranty remedy. The inspection may be completed through photographs, video, a live video call, a local rug professional, physical return of the rug, internal technical inspection, independent testing, or laboratory testing, where reasonably necessary.
The customer must not dispose of, cut, repair, wash, chemically treat or materially alter the rug while the claim is under review. If physical inspection is required, the customer must package the rug securely and follow the return instructions supplied by Kaleen Baba.
If inspection confirms that the problem is not a manufacturing defect or is excluded from the warranty, the customer may be responsible for inspection, collection, packaging, storage and return-delivery costs. Any third-party or laboratory testing that may result in an additional charge will be discussed with the customer before it is arranged.
Unless Kaleen Baba expressly confirms otherwise in writing, the customer is responsible for all shipping and transportation costs connected with a commercial warranty claim. This includes:
These conditions apply to both domestic and international warranty claims, except where applicable law requires a different arrangement.
Kaleen Baba may assist in arranging collection or delivery through its courier partners. Such assistance does not mean that Kaleen Baba has accepted responsibility for the courier cost.
Customers must not send a rug without receiving written return authorisation and shipping instructions. Unauthorised shipments may be rejected, delayed or returned at the sender's expense.
The customer is responsible for packaging the rug safely for return transportation. The rug should be:
Kaleen Baba is not responsible for additional damage caused by inadequate return packaging, unauthorised shipping methods or customer-arranged transportation, except where such responsibility cannot legally be excluded.
The customer should use a tracked and appropriately insured shipping service when arranging a return independently.
This warranty is limited to verified manufacturing defects. It does not cover the following conditions.
Some shedding is normal, particularly with new wool, hand-tufted, shaggy and hand-woven rugs. Loose surface fibres created during production may continue to appear during the initial period of use. Shedding generally reduces with appropriate maintenance and does not automatically indicate a manufacturing defect. Excessive vacuum power, rotating beater bars or aggressive brushing may increase shedding and damage the pile.
An occasional raised fibre, yarn end or isolated loose tuft may occur in a handmade rug. These fibres should be carefully trimmed level with the surrounding pile using suitable scissors. They should not be pulled. Isolated sprouting or minor tuft loss is not normally considered a manufacturing defect unless it develops into significant and abnormal structural pile failure.
Handmade rugs are not mechanically uniform products. Minor variations are a natural result of manual production. The warranty does not cover reasonable variations in dimensions, shape, pattern alignment, border width, design symmetry, pile height, carving depth, edge finishing, stitching, surface texture, yarn thickness, colour shading, or dye absorption. Minor handmade irregularities do not constitute defects when they do not materially affect the rug's appearance, structure or normal use.
Colours may appear different because of screen calibration, photography lighting, room lighting, natural daylight, viewing angle, pile direction, yarn reflection, fibre characteristics, natural dye variation, or different production batches. The warranty does not guarantee an exact colour match between the physical rug and a digital screen, photograph, printed image, colour rendering or previously manufactured rug. Replacement yarns and replacement rugs may have reasonable shade variations from the original product.
The warranty does not cover fading, discolouration, brittleness or deterioration caused by direct sunlight, ultraviolet exposure, excessive heat, high humidity, water exposure, damp flooring, poor ventilation, outdoor use, environmental pollution, chemical fumes, or unstable indoor conditions. Customers should rotate the rug periodically and protect it from prolonged direct sunlight.
Pile flattening, matting, crushing and furniture indentations may occur through ordinary use, particularly in high-traffic areas or beneath heavy furniture. These conditions are considered normal wear and are not manufacturing defects. Using a suitable rug pad, rotating the rug and repositioning heavy furniture may help reduce uneven wear.
Temporary lines, curling, rippling or pressure marks may appear after a rug has been rolled, folded or compressed for transportation. These normally improve after the rug is unrolled, laid flat and allowed to settle under normal indoor conditions. Temporary transportation or packing marks are not covered as manufacturing defects unless they remain severe after a reasonable settling period and are confirmed as permanent production damage.
A new handmade rug may have a temporary natural odour caused by wool, cotton, latex, backing materials, dyes, washing, finishing or packaging. The rug should be placed in a clean, dry and well-ventilated shaded area. Strong direct sunlight, excessive heat or unapproved deodorising chemicals should not be used. A temporary new-rug odour is not considered a manufacturing defect.
The warranty does not cover deterioration resulting from regular use, including gradual pile wear, traffic-lane wear, surface flattening, edge wear, friction damage, gradual colour change, age-related deterioration, loss of softness, or minor loosening caused by long-term use. The rate of wear depends on traffic, placement, maintenance, environment and rug construction.
The warranty does not cover damage caused by cuts, burns, tears, sharp objects, furniture movement, heavy impact, misuse, negligence, deliberate damage, construction work, moving equipment, improper installation, or incorrect handling.
The warranty does not cover stains, odours, discolouration or fibre damage caused by food, beverages, oil, grease, ink, cosmetics, cleaning chemicals, bleach, paint, adhesives, wax, mud, bodily fluids, pet urine, pet waste, smoke, mould, mildew, bacteria, or insects or pests. No stain-resistance warranty applies unless it was expressly provided in writing for the specific product.
The warranty does not cover damage caused by machine washing, soaking, steam cleaning, pressure washing, excessive water, bleach, harsh chemicals, unapproved stain removers, aggressive scrubbing, incorrect professional cleaning, vacuum beater bars, excessive suction, failure to dry the rug properly, or failure to follow supplied care instructions. Professional cleaning does not guarantee warranty coverage if the cleaning method was unsuitable for the rug's fibre or construction.
Damage caused by pets, moths, insects, rodents or other pests is not covered. This includes scratching, chewing, staining, urine damage, infestation, fibre loss and contamination.
The warranty does not cover damage caused by dampness, water leaks, flooding, wet cleaning, condensation, unsuitable flooring, underfloor moisture or placing the rug on a surface that is not clean and completely dry.
Unless commercial use was expressly approved in writing, the warranty is intended for normal residential use. Damage caused by use in hotels, retail premises, offices, event spaces, public areas, rental properties, exhibitions or other high-traffic commercial environments may not be covered.
The warranty does not cover a rug that has been repaired, resized, recoloured, rebound, re-backed, cut, altered or chemically treated by an unauthorised person.
Damage occurring during delivery to the original customer is handled under the applicable shipping, delivery or transit-damage procedure and must be reported promptly. Damage caused during a customer-arranged return or unauthorised shipment is not considered a manufacturing defect.
This warranty is valid only for the original purchaser and cannot be transferred to another person, business or subsequent owner. Selling, gifting or transferring the rug does not transfer the commercial warranty unless Kaleen Baba expressly approves the transfer in writing.
A valid invoice, receipt or order confirmation is required for every commercial warranty claim. Kaleen Baba may decline a claim when:
To the maximum extent permitted by applicable law:
Nothing in this policy limits liability that cannot legally be limited or excluded.
This Rug Warranty Policy is a voluntary commercial warranty offered by Kaleen Baba. It is additional to, and does not replace, any mandatory consumer rights that may apply under the laws of the customer's country.
Where applicable law provides the customer with rights relating to faulty, misdescribed or non-conforming goods, those rights remain unaffected. For example, UK consumer law includes statutory remedies such as repair or replacement and restricts businesses from excluding certain consumer rights. EU guidance similarly states that a commercial warranty cannot exclude or reduce the consumer's applicable legal guarantee.
If any provision of this policy conflicts with a mandatory consumer-protection law, the mandatory legal requirement will apply only to the extent of that conflict. The remaining provisions of this policy will continue to apply.
Kaleen Baba may update this Rug Warranty Policy from time to time. The version applicable to an order will generally be the version in effect on the original purchase date, unless a later version provides the customer with more favourable terms or a legal change requires otherwise.
Any exception, special warranty or additional commitment must be confirmed in writing by an authorised Kaleen Baba representative.
For warranty assistance, contact:
Please include your order number, proof of purchase, description of the issue and clear photographs with your first message to help us assess the claim efficiently.
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