What is your return policy?
Any item delivered outside Vietnam is not eligible for return and refund. Only the exchange of products is available within 15 days of receiving the item with the following conditions:
1. The buyer needs to select the exchange product/products (of similar or greater value).
2. The buyer must self-ship the original product in a sellable condition to our Vietnamese warehouse, or we may arrange shipping upon the buyer's request. In both cases, the shipping cost, inclusive of all taxes and duties, is to be borne by the buyer.
3. Once the original product is received at our warehouse, it will undergo a quality check.
4. After the quality check, we will require any balance payment. Once the balance payment is made, we will dispatch the new selection to your location. (The shipping cost for the new product will be covered by The Gallery Exclusive)
For the newly selected product:
If the value is higher than the original product value, we will require a balance payment before dispatching the new selection.
If the value is lower than the original product value, we will provide a coupon for the balance amount, which can be redeemed within the next 6 months from the issuing date on the website.
For custom orders, exchange is applicable only in case of any manufacturing defect.
Will I have to pay for the shipping back to The Gallery Exclusive?
Any item delivered outside Vietnam is not eligible for return and refund. Only the exchange of products is available, and for that:
1. The buyer needs to self-ship the original product in a sellable condition to our Vietnamese warehouse, or we may arrange shipping upon the buyer's request. In both cases, the shipping cost, inclusive of all taxes and duties, is to be borne by the buyer.
2. We will dispatch the new selection to your location. (The shipping cost for the new product will be covered by The Gallery Exclusive)
How do I process an exchange of the rug to The Gallery Exclusive within 15 days?
1. Exchange requests must be raised within 15 days after receiving the order.
2. Email us at comsales1@thegallery-exclusive.com.
3. Within 1-2 working days, you will receive a call from our customer support team.
4. Make a selection of exchange products (of similar or greater value). Our team of experts will assist you in selecting new products for exchange.
5. Once the selection is done, you need to self-ship the original product in a sellable condition to our Vietnamese warehouse, or we may arrange shipping upon your request. In both cases, the shipping cost, inclusive of all taxes and duties, is to be borne by you.
6. Once the original product is received at our warehouse, it will undergo a quality check.
7. After the quality check, we will require any balance payment. Once the payment is made, we will dispatch the new selection to your location. (The shipping cost for the new product will be covered by The Gallery Exclusive)
For the newly selected product:
- If the value is higher than the original product value, we will require a balance payment before dispatching the new selection.
- If the value is lower than the original product value, we will provide a coupon for the balance amount, which can be redeemed within the next 6 months from the issuing date on the website.
Terms & Conditions for the exchange of the product:
1. Exchange requests must be raised within 15 days after receiving the order.
2. The buyer has to ship the original product to our Vietnamese warehouse at their cost, inclusive of all taxes and duties.
3. The buyer has to dispatch the product in the same condition in which it was delivered.
4. The item must have the original packaging, labels, and tags intact. An altered and illegible serial number will void the exchange.
5. We will initiate the replacement once the item passes through quality inspection.
6. The buyer may or may not receive the same discount or offer given on the earlier selection on the exchange of the rug. It will be at the discretion of The Gallery Exclusive.
7. In case the buyer receives a product with a manufacturing defect, notify us within 48 hours of receipt. We might request you to share a picture of the rug at comsales1@thegallery-exclusive.com.
8. For custom orders, return/exchange is applicable only in case of any manufacturing defect.
Defects outside the product “manufacturing defect” entitlement:
- Occasional sprouting pulls or loss of single tufts of fiber.
- Shedding. (This can be reduced by vacuuming the rug at a low power mode at least once a week)
- Color and texture changes due to the use of natural fibers and dyes or prolonged exposure to sunlight, humidity, heat, or certain atmospheric gases.
- Rolling marks. (These can disappear with routine vacuuming)
- Matting and crushing in rugs, which can be minimized by proper maintenance of the rug.
- Rugs recently removed from a bag may have an odor which can dissipate by placing the rug (back side up) in direct sunlight for 24 hours.