Refund & Dispute Policy

Bisha Rugs

Last updated: 1 Jan 2026

This policy forms part of our Terms of Service and is designed to ensure clarity, fairness, and transparency for both our clients and our atelier.

 

 

1. Chargebacks & Payment Disputes

We encourage customers to contact Bisha Rugs directly before initiating a chargeback or payment dispute. Most concerns can be resolved quickly through our support team.

Filing a chargeback without first contacting us may delay resolution and limit available remedies.

 

 

2. Fraud Prevention & Order Verification

To protect our clients and our craftsmanship:

  • We may verify billing details, shipping addresses, and identity for high-value orders

  • We reserve the right to request additional confirmation before dispatch

  • Orders flagged for potential fraud may be delayed or canceled

These measures align with Shopify Payments security standards and help prevent unauthorized transactions.

 

 

3. “Item Not as Described” Clarification

Each Bisha Rug is handcrafted using traditional techniques. By placing an order, you acknowledge that:

  • Minor variations in color, weave, size (±3–5%), and texture are inherent to handmade rugs

  • These variations are not defects and do not qualify as “not as described”

  • Screen displays and lighting conditions may affect color perception

Product descriptions, specifications, and images on our Site are considered accurate representations within the nature of artisanal production.

 

4. Proof of Delivery (Item Not Received)

For all orders, especially high-value shipments:

  • Tracking information and delivery confirmation are provided

  • Signature confirmation may be required upon delivery

Orders marked as “Delivered” by the carrier are considered fulfilled. Claims for non-receipt must be reported within 48 hours of the delivery confirmation.

 

 

5. Custom & Made-to-Order Rugs (Dispute Exclusion)

Custom and made-to-order rugs are created exclusively based on customer-approved specifications.

Once production begins:

  • Orders cannot be canceled

  • Payments are final and non-refundable

  • These orders are not eligible for chargebacks related to preference, change of mind, or aesthetic interpretation

This policy complies with Shopify Payments guidelines for custom goods.

 

6. Damaged or Incorrect Items

If an item arrives damaged or incorrect:

  • Notify us within 48 hours of delivery

  • Provide clear photos of the rug, packaging, and damage

Failure to report within this window may affect eligibility for resolution.

 

7. Refund Method

Approved refunds are issued only to the original payment method used at checkout, in accordance with Shopify Payments rules. Processing timelines depend on the payment provider and issuing bank.

 

8. Abuse of Dispute Process

We reserve the right to refuse future service to customers who repeatedly file chargebacks or disputes in bad faith or in violation of these policies.