Refund & Return

Return & Exchange Policy

  • Customers may request a return or exchange within 15 days of receiving their order.
  • Returns and exchanges are only applicable to non-custom, non-discounted items.
  • Customers must share an image of the packed product to initiate the return request.
  • All returns are subject to a quality inspection before approval.
  • Ananatkala does not charge a restocking fee for returns or exchanges.
  • Exchanges will only be processed after the returned product passes Quality Control & Check.
  • Customers may exchange for another product of equal or higher value (paying the difference). Exchanges for lower-value items will not be eligible for partial refunds.
  • Anantkala provides free return shipping for exchanges/refunds within India.
  • Dispatch from any location takes up to 24 -72 hours
  • Discounted inventory: No returns or exchanges (applies to online and offline purchases).
  • Exchange value rule: Exchanges are allowed only for items of equal or higher value.
  • Delivery timelines may extend slightly due to higher order volumes during the Year-End Sale.

Payment Policy & Accepted Payment Methods

Anantkala accepts payments via:

  • Major Credit/Debit Cards (Visa, MasterCard, American Express, Rupay)
  • Net Banking (for domestic transactions)
  • UPI & Wallet Payments (Google Pay, Paytm, PhonePe)
  • PayPal & Stripe (for international orders)
  • Bank Wire Transfer (for bulk and B2B orders)
  • Store Credit & Gift Cards

Additional Payment Terms:

  • Customers opting for instalment payments (EMI, Klarna, Afterpay) will be subject to the terms of the respective provider.
  • Payments must be settled in full before dispatch, except for approved corporate accounts, where payment terms may be discussed.
  • If the payment was made via UPI, Wallet Payments (Google Pay, Paytm, PhonePe), or Bank Transfer, customers must provide their bank details for refunds.

Cancellation Policy

  • Anantkala reserves the right to cancel any order after placement at its sole discretion, including but not limited to cases of pricing errors, stock unavailability, suspected fraud, or non-compliance with company policies.
  • If an order has not been shipped, customers may request cancellation within 24 hours, but approval is subject to Anantkala's discretion.
  • Once an order is processed and shipped, it cannot be cancelled, and customers must follow the return process instead.
  • Custom and made-to-order rugs cannot be cancelled once the order is confirmed.

Return Shipping & International Orders

  • Free return shipping is offered within India only.
  • For international orders, Anantkala does not cover return shipping costs, and customers must arrange the return shipment.
  • Anantkala is not liable for damage incurred during international shipping. If a rug arrives damaged internationally, customers must inform Anantkala, and Anantkala will settle the claim with the shipping carrier.
  • International refunds may take 7-21 business days, depending on banking institutions and exchange rates.
  • Refunds for international orders will be issued in the original currency, but any foreign transaction fees charged by the bank are the responsibility of the customer.
  • Anantkala does not provide refunds via bank transfers for international transactions. Refunds will only be issued via the original payment method (credit card, PayPal, etc.) or store credit.

Dispute Resolution

  • In case of payment or order disputes, customjiers must first contact Anantkala’s Customer Support within 7 days of the issue arising.
  • If the dispute remains unresolved, Anantkala may offer a mediation process.
  • If further escalation is required, the dispute will be handled as per the Indian Consumer Protection (E-commerce) Rules, 2020 and governed by the laws of India.
  • Anantkala reserves the right to suspend accounts suspected of fraudulent activity.
  • If the dispute cannot be resolved within 30 days, it shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with the venue of arbitration in Jodhpur, India.

Chargeback & Fraud Protection

  • All transactions are verified via secure payment gateways to prevent fraudulent activities.
  • Customers initiating unauthorized chargebacks may be permanently banned from purchasing at Anantkala.
  • If fraud is suspected, Anantkala reserves the right to:
    • Hold shipments until payment verification is completed.
    • Request additional identification (in case of high-value transactions).
    • Report fraudulent transactions to relevant authorities.

Digital Invoicing & GST Compliance

  • Anantkala provides a GST-compliant invoice for all domestic orders.
  • Anantkala will cover any applicable import duties, customs fees, and taxes for international customers.
  • Digital invoices will be sent via email upon product shipment.
  • Business customers requiring input tax credit (ITC) on GST should provide their GSTIN at checkout.

Warranty & Care Policy

  • Handmade rugs are covered under a limited warranty of up to 24 months against manufacturing defects.
  • Warranty coverage does not include:
    • Normal wear and tear
    • Shedding or sprouting
    • Colour fading due to sun exposure
    • Excessive moisture damage
    • Damage due to heavy furniture
  • Customers should refer to Ananatkala’s Care & Maintenance Guide for best cleaning practices.

Gift Cards & Store Credit

  • Anantkala gift cards are available in digital format and are valid for 12 months from the date of issue.
  • Store credits issued due to refunds cannot be converted into cash.
  • Lost or stolen gift cards cannot be replaced or transferred to another customer.

Order Tracking & Notifications

  • Customers will receive an order tracking link via email or SMS once the order is shipped.
  • Tracking updates are available via Ananatkala's Order Tracking Portal on the website.
  • For any issues with tracking, customers can contact customer support.

Liability Disclaimer

  • Once an order has been shipped, Anantkala's responsibility for the product extends until it has been successfully delivered to the customer.
  • Upon delivery confirmation, Anantkala assumes no further liability for loss, damage, or delays, except as required under applicable consumer protection laws.
  • Customers are responsible for inspecting their product upon arrival and filing claims with Anantkala if damage occurs in transit. Anantkala will assist in the claims process as per applicable laws.
  • Anatkala does not accept liability for third-party shipping issues or customer handling errors post-delivery.
  • Anantkala reserves the right to deny refunds or exchanges if a product is found to be used, soiled, altered, or damaged by the customer.
  • In cases of suspected fraudulent claims, Anantkala may request additional proof before approving a return.

Customer Support Contact

For any further inquiries, customers can contact our Customer Service Team at:
📞  +91 9024624400, 7340121964
📧  admin@anantkala.co.in