Refund policy
Effective Date: July 6, 2026
1. Overview
This Return & Refund Policy applies to all purchases made through https://www.heberug.com operated by MM Home Innovations LIMITED (“Company”, “we”, “us”).
By placing an order, you agree to the terms outlined in this policy.
2. Return Eligibility Window
| Product Type | Return Window | Eligibility Condition |
|---|---|---|
| Standard Rugs | 30 days from delivery | Unused, unwashed, no visible wear |
| Washable Rugs | 30 days from delivery | No washing, no stains, no odor |
| Clearance Items | Final Sale | Non-returnable unless defective |
| Custom / Made-to-order | Final Sale | Non-returnable unless manufacturing defect |
3. Mandatory RMA Authorization (Strict Requirement)
All returns require prior written approval in the form of a Return Merchandise Authorization (“RMA”).
Customers must contact support@heberug.com before returning any product.
Once approved, we will issue:
- RMA number
- Return instructions
- Designated return address (varies by order and logistics routing)
4. Dynamic Return Address Policy
Return addresses are not fixed and may vary depending on logistics routing, warehouse allocation, or inspection requirements.
Customers must not ship items without receiving official return instructions from our support team.
5. Condition & Inspection Requirement
All returned products are subject to inspection upon receipt.
We evaluate the following:
- Wear patterns or usage signs
- Stains, odor, pet hair, or contamination
- Cleaning or washing evidence
- Packaging condition
6. Anti-Abuse Policy (Fair Use Protection)
To ensure fairness and prevent misuse, we reserve the right to reject or partially refund returns that show evidence of excessive usage beyond reasonable inspection.
This includes but is not limited to:
- Products used for extended “trial placement”
- Visible floor wear inconsistent with inspection use
- Repeated return behavior indicating abuse patterns
We do not support rental-like usage behavior for home textile products.
7. Refund Structure
| Condition | Refund Outcome |
|---|---|
| Like new / unused | Full refund |
| Minor signs of handling | 10%–25% deduction |
| Noticeable use or cleaning required | 25%–60% deduction |
| Heavy use / unsellable condition | Rejected or store credit only |
8. Return Shipping Policy
| Reason | Responsibility |
|---|---|
| Customer preference | Customer pays return shipping |
| Defective product | Company covers return shipping (if verified) |
| Wrong item shipped | Company covers return shipping |
9. Damaged or Defective Items
Claims must be submitted within 48 hours of delivery with photo or video evidence.
Approved cases may receive replacement, refund, or store credit depending on evaluation.
10. Fraud Prevention & Abuse Monitoring
We actively monitor return patterns to detect misuse, including excessive return frequency, suspicious order behavior, or abnormal refund ratios.
We reserve the right to restrict accounts showing abusive return activity.
11. Chargeback Policy
We strongly encourage customers to contact us before initiating a chargeback. Unresolved chargebacks may result in denial of future service or account restrictions.
12. Refund Processing Time
- Inspection period: 3–7 business days
- Refund processing: 5–10 business days after approval
- Bank processing delays may apply
13. Final Sale Items
Final sale and clearance items are strictly non-returnable unless defective. This policy is enforced to maintain pricing integrity and prevent abuse of promotional pricing.
14. Policy Acceptance
By completing a purchase, you acknowledge and agree to the terms of this Return & Refund Policy.