Custom Orders – Terms & Conditions | Rugy
At Rugy, we take pride in transforming your personal style, preferences, and cherished memories into unique, handcrafted works of art made from pure silk and designed exclusively for you.
To ensure an exceptional experience and deliver a masterpiece that meets your expectations, we kindly ask you to carefully review our Custom Order Terms & Conditions before placing your order.
1. Order Confirmation & Production Process
The production or handcrafting of any custom order will only begin after final order confirmation, which requires completing the Custom Design Questionnaire and making full payment in accordance with our store’s payment policy.
An order is considered officially confirmed only after the agreed payment has been received, based on the selected materials, design specifications, and customization requirements.
Our team will carefully review your design preferences and contact you via WhatsApp to obtain your final approval of the initial design before the handcrafting process begins.
2. Design Modifications During Production
Customers may request minor adjustments to colors or design details within the first 24 hours of placing their order, provided that the handcrafting process has not yet begun.
Once the handweaving process has officially started, major design modifications cannot be accommodated.
If a customer wishes to completely change the approved design after production has begun, additional charges may apply, as the design and production process may need to start over.
3. Color & Design Accuracy – The Beauty of Handcraftsmanship
As every Rugy creation is entirely handcrafted, slight and natural variations in color shades, stitching, or intricate design details may occur compared to digital images or screen displays.
These subtle variations are a natural characteristic of authentic handmade craftsmanship, giving each piece its own unique identity, character, and exclusivity.
4. Production & Processing Time
Creating a handcrafted pure silk rug bag charm requires exceptional attention to detail, precision, and craftsmanship to ensure the highest quality standards.
The estimated production time typically ranges from 20 to 35 business days, starting from the date of final design approval.
Please note that this timeframe covers the handcrafting process only and does not include shipping or delivery time.
5. Cancellation & Refund Policy for Custom Orders
As each Rugy piece is individually handcrafted according to the customer’s specific preferences and requirements, the following conditions apply:
Custom orders cannot be canceled or refunded once 24 hours have passed since order confirmation or once the handcrafting process has begun, whichever occurs first.
If a product has a clear manufacturing defect or an error in the agreed colors, initials, names, or design specifications, as documented in the Custom Design Questionnaire or confirmed through phone or WhatsApp communication, Rugy will take full responsibility.
In such cases, we will arrange for the product to be corrected or replaced at no additional cost to the customer.
6. Shipping Costs & Delivery Time
Shipping costs and estimated delivery times are determined by the shipping company based on the delivery destination and distance.
Once the completed order has been handed over to the shipping carrier, the shipping company is responsible for the delivery process and its estimated timeframe.
Delivery times may vary depending on the destination and the shipping carrier’s operating conditions.