POLICIES
Our returns, shipping, and sourcing policies — in plain
language, so you know exactly what to expect.
Our returns, shipping, and sourcing policies — in plain language, so you know exactly what to expect.
You may return any item purchased online from Serapi Rug Gallery within 10 days of the delivery date for a full refund. This policy applies to online orders only. Our in-store return policy is stated on your invoice at the time of purchase.
Contact us by phone or email to initiate a return. Our team will provide instructions and, where applicable, a UPS return label you can print and ship.
Shipping is free when you keep your rug. If you return it, the original shipping cost will be deducted from your refund.
Items may be exchanged for store credit or a different piece within 3 months of the purchase date at full value. After 3 months, we're happy to accept the piece as a trade toward a new rug, though the trade-in value will be less than the original purchase price. Items must be in new condition at the time of exchange. Exchanges apply to handmade rugs only.
Rugs purchased in person at our Los Gatos showroom are subject to the return policy stated on your invoice at the time of purchase, which may differ from our online policy.
Once we receive and inspect a returned item, refunds are processed within a few business days back to your original payment method.
If your rug arrives damaged, contact us within 48 hours of delivery with photos. We will work with you toward a replacement, repair credit, or refund.
We source our handmade rugs from artisan weaving regions including Afghanistan, China, India, Iran, Morocco, Nepal, Pakistan, and Turkey, supporting traditional craftsmanship passed down through generations.
We strive to ensure our rugs are sourced in ethical and environmentally sustainable ways, with weavers fairly compensated and provided access to education, healthcare, and housing.
Serapi Rug Gallery is a proud partner of GoodWeave™, working to end child labor in carpet-weaving communities. Rugs carrying the GoodWeave certification label have been produced without child labor and inspected by GoodWeave representatives.
Learn more about GoodWeave's mission at GoodWeave.org.
We provide free shipping via UPS on all orders within the USA and Canada, excluding items on our closeout page.
Next-Day or Two-Day shipping service is available for an additional fee.
Delivery to the West Coast typically takes 1–3 days. Delivery elsewhere in the US typically takes about one week.
Orders over $995 will be shipped with signature required, unless you notify us otherwise.
Each rug is carefully rolled and wrapped to protect it in transit.
We currently ship within the USA and Canada. Reach out to our team to discuss shipping to other locations.
By accessing or purchasing from serapiruggallery.com, you agree to be bound by these Terms of Service. If you do not agree, please do not use our site or services. These terms apply to all visitors, users, and customers.
We make every effort to accurately describe each rug's construction, materials, and condition. Additional photos or a short video of any rug can be requested prior to purchase. Minor color variation may occur due to photography and screen calibration.
We make every effort to accurately describe all items, including construction, materials, size, and any known characteristics. Minor discrepancies in color representation may occur due to photography and screen calibration.
All purchases are final at the time of checkout, subject to our return policy. We reserve the right to cancel any order for reasons including payment issues or suspected fraud. Payment is processed securely through Shopify Payments.
Custom and commissioned rugs are produced to your specified dimensions following a computer rendering approved by you. Because these pieces are made to order, custom orders may require a deposit and are generally non-cancellable once production begins.
Serapi Rug Gallery is not liable for any indirect, incidental, or consequential damages arising from the use of our site or products. Our maximum liability for any claim is limited to the purchase price of the item in question.
We reserve the right to update these Terms of Service at any time. Changes are effective immediately upon posting to the site. Continued use of the site after changes constitutes acceptance of the updated terms.
We collect information you provide when creating an account or making a purchase — including name, email, phone number, shipping address, and payment information. We also collect browsing data through cookies and analytics tools.
We use your information to process orders, communicate about transactions, send marketing emails with your consent, improve our site and services, prevent fraud, and comply with legal obligations. We do not sell your personal information to third parties.
We share your information only with service providers necessary to operate our business — including payment processors (Shopify Payments) and shipping carriers (UPS). All third parties are contractually required to protect your information.
You have the right to access, correct, or delete your personal information at any time. California residents have additional rights under CCPA, including the right to opt out of any sale of personal information. We do not sell personal information.
We retain your personal information for as long as necessary to provide our services and comply with legal obligations. You may request deletion of your account data at any time, subject to legal retention requirements.
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We use essential cookies (required for cart and checkout functionality), analytics cookies (to understand site usage), and marketing cookies (to measure advertising effectiveness).
You can disable cookies in your browser settings at any time. Note that disabling essential cookies may affect site functionality, including the ability to complete a purchase.
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