Kaleen Inc. offers a limited one year warranty from the date of invoice against manufacturing defects for their exclusive rug collections. If upon receipt of the rug, a manufacturing defect has been identified, or develops under normal conditions of use, Kaleen Inc. will repair or replace the damage rug at no charge. However, all handmade rugs are unique by nature. Slight variances in color and design are common as they are each unique works of art. Because of these unique characteristics sizes may also vary slightly. All stated sizes are approximations. In addition, some situations occur over time and could affect your rug’s appearance that is normal and not covered under warranty. This includes but is not limited to the following:
Routine care and cleaning are vital to maintaining the long-term durability and appearance of your rug. For maximum appearance retention, rotate your rugs every 3-6 months. Keep your rug out of direct sunlight as much as possible. With the exception of our Indoor/Outdoor products that have been UV protected, rugs in direct sunlight will fade over time.
All Kaleen rugs with the exception of our hand-processed Jute products can be cleaned by first scraping off any food or debris with a dull instrument. Then mix a very small amount of dish soap with a cup of cold water. With a clean sponge and your soap mixture, gently remove the remainder of the stain. Avoid using excessive water. Blot the area with a dry cotton towel or white paper towel and allow to dry thoroughly. However, for best results, professional cleaning is always recommended.
Kaleen stands behind every product it sells with a goal of 100% satisfaction for you the customer. Should you not be happy with your purchase for any reason you can return it by calling for authorization.
**All returns require a RETURN AUTHORIZATION number to ensure fast processing and refund. Any item received without a return authorization number will not be eligible for a full refund of the purchase price nor for any applicable freight charges.
Defective Merchandise: While Kaleen’s quality control is the most stringent in the industry, we do recognize that from time to time, manufacturing defects do occur. In those instances returns are accepted with no re-stocking fee. Also the return shipping fee is waived provided proper return authorization has been issued and applied to each return. Call 888- 452-5336 ext. 116 or e-mail to [email protected] to request a Return Authorization. Please note, that upon return, if the specified defect cannot be found and documented, the return will be subject to a 15% restocking fee and all applicable freight charges. You may be asked to provide pictures of the defect to avoid the possibility of a restocking charge.
Visible Freight Damage: If freight damage is visible at the time of delivery, please refuse to accept delivery and notify Kaleen’s claims department immediately (888-452-5336 ext. 116. or via e-mail at [email protected]). The freight company will be contacted and a claim will be filed by Kaleen’s claims department. If an item is refused due to freight damage, a credit will be issued within 7 to 10 business days after the return of the merchandise.
Concealed Freight Damage: If any freight damage was not visible at the time of delivery, please notify the Kaleen claims department (888-452-5336 ext. 116 or via e-mail at [email protected]) immediately upon discovering the concealed damage but no later than five (5) business days of delivery. We will issue a return authorization and contact the freight company for immediate pick-up. A claim will be filed and credit will be issued within 7 to 10 business days after the return of the merchandise. Kaleen cannot honor any returns for concealed damage made after five (5) business days after delivery so please open and inspect each rug as soon as possible.
Change of Heart: We all have experienced moments where items look perfect on the showroom floor but after getting home we had a change of heart. We at Kaleen want you to be 100% satisfied with your purchase; therefore, Kaleen will honor any change of heart returns and/or exchanges within thirty (30) days of purchase. Change of heart returns cannot be accepted after thirty (30) days of purchase. Please note, returns for reasons other than damage or defect will be subject to a 15% restocking fee and all applicable freight charges. Contact Kaleen’s customer returns at 888-452-5336 ext. 116 or via e-mail at [email protected] for a return authorization number. All returns must be re-packaged in either its original packaging or in a manner similar to how it was received. Reasonable care must be taken to ensure the merchandise is packaged in a way to avoid damage while in transit back to us. We cannot accept COD packaging. Returns should be sent prepaid to the following address:Kaleen Rugs, Inc. 1013 Bonny Oaks Drive Dalton, GA 30721 Attn: Returns Return Authorization #_______