At Orley Shabahang, customer satisfaction is our highest priority. Our carpets are made to last for generations, and we stand behind the high quality and craftsmanship of our product.
In the event that you are not satisfied with your purchase, we are happy to address your concerns and do whatever we can to rectify any problem you may encounter. For example, in the event of an accident or spill, we advise that you contact us right away so that we can provide an immediate response to your cleaning or repair needs. This will allow us to properly assess any potential damages, and treat the situation as best as we can so that your carpet will last for many, many years to come.
For online transactions, a full refund is available prior to the purchase reaching its destination.
Once you have received your purchase, while all sales are final, if you are still not satisfied with your purchase, we offer the option of a trade-in or store credit toward either a custom-made carpet or a carpet that we have available in our inventory, contingent upon whether the carpet originally purchased is still saleable. The value of this trade (or credit) is determined by the current condition of the carpet purchased at the time the trade takes place. Please be prepared to provide proof of purchase, as this is required in order for us to make any potential exchange. Similarly, deposits on custom orders are non-refundable, but may be applied to either a different custom purchase or an in-stock carpet on a case-by-case basis. These details will be provided at the time of your order, per our custom order policy.
If you have further questions about our company’s policies regarding these matters, please feel free to notify us and we will be happy to assist you. A written copy of this policy is also available upon request.
The Orley Shabahang Team