Returns, Exchanges & Refund Policy

Due to the nature, dimensions, storage and handling requirements of rugs, all sales are final once the product has been inspected and accepted at delivery or collection.

Melody Carpet does not offer returns, exchanges, refunds or store credit for change of mind, personal preference, incorrect size selection, colour preference, suitability with existing furniture or décor, or any other non-defect reason.

The customer or authorised recipient must inspect the rug while the delivery team is present and before signing or confirming acceptance.

Please verify that:

• The correct rug and quantity have been delivered
• The visible condition is acceptable
• There is no obvious transport damage
• The product corresponds to the confirmed order
• The packaging and product are not visibly incomplete or damaged

If the rug is visibly damaged, incorrect or incomplete, the customer must immediately inform the delivery team and Melody Carpet before accepting the item.

The customer should refuse delivery of the affected item, note the issue on any delivery record and provide clear photographs or videos where possible.

For purchases collected from a Melody Carpet branch, the customer or authorised representative must inspect the rug before it leaves the showroom.

Once the rug has left the branch following inspection and acceptance, the sale is final, subject to any mandatory rights under applicable UAE law.

Returns or refunds are not provided for reasons including:

• Change of mind after purchase
• Incorrect size chosen by the customer
• Colour or design preference after delivery
• The rug not matching furniture, flooring, curtains or décor
• Minor colour differences caused by lighting, photography or screen settings
• Natural variations in handmade rugs
• Normal pile direction, texture or shading variations
• The customer no longer requiring the product

Handmade rugs may contain natural variations in colour, dimensions, shape, weaving, pattern, texture and symmetry. These characteristics reflect the handmade process and are not automatically considered defects.

Custom-made, personalised, altered, resized, colour-customised and specially ordered rugs are final and cannot be cancelled, returned, exchanged or refunded once production, alteration or sourcing has started, except where mandatory UAE consumer rights apply.

Visible damage, incorrect items or other issues that could reasonably have been identified during inspection must be reported before acceptance.

Accepting the product without recording a visible issue may affect Melody Carpet’s ability to verify whether the issue existed before delivery.

If a customer believes that a genuine hidden or manufacturing defect existed at the time of supply and could not reasonably have been identified during inspection, the customer should contact Melody Carpet promptly with the invoice, order details, photographs, videos and a clear description of the issue.

Melody Carpet will review the matter and may request an inspection or technical assessment. Any available remedy will be determined in accordance with the product, the circumstances and applicable UAE consumer protection laws.

Melody Carpet is not responsible for damage caused after acceptance, including:

• Incorrect cleaning or washing
• Spills, stains, pets or insects
• Water, moisture, humidity or flooding
• Direct sunlight or heat exposure
• Dragging furniture or sharp objects
• Improper installation, folding or storage
• Normal wear and tear
• Use inconsistent with the rug’s material or intended purpose

We make reasonable efforts to display colours and product information accurately. However, colours may vary slightly because of lighting, photography, screen settings and rug pile direction.

Small dimensional variations may occur, particularly in handmade rugs. Customers should request additional details before purchase where exact colour or measurement is essential.

Cancellation is not guaranteed after payment. Customers should contact Melody Carpet immediately if they wish to request cancellation.

Orders that have been prepared, dispatched, customised, altered, specially sourced or placed into production may not be cancelled.

Any request concerning an alleged defect, incorrect item or delivery issue must include valid proof of purchase and sufficient evidence for review.

Submitting a request does not automatically guarantee a refund, exchange or replacement. Each case will be assessed based on the evidence, product condition and applicable law.

Nothing in this policy excludes, restricts or limits any consumer right or remedy that cannot legally be excluded under applicable UAE consumer protection laws.

Where a mandatory legal remedy applies to a confirmed defective or non-conforming product, Melody Carpet will handle the matter in accordance with the applicable law.