PLEASE INSPECT ALL SHIPMENTS TO ENSURE CONTENTS MATCH PACKING LIST/BILL OF LADING (SIGNING THE BILL OF LADING CONFIRMS YOUR RECEIPT OF ITEMS SHIPPED)
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 once the claim has been resolved with the freight carrier
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. If an item is refused due to freight damage, a credit will be issued once the claim has been resolved with the freight carrier
Change of Heart Rugs Only: 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:
Broadloom: Due to the nature of Handmade Broadloom, once a cut from the roll has been made (if applicable) returns are not accepted unless for manufacturing defect. Please see the complete terms & conditions for the purchase of Broadloom material.
Credit Memos: Any Credits issued will be applied to the invoice it is written against. If the invoice has been paid, we ask that you use the credit memo within 60 days of it being issued. If the credit is not issued within the time frame, please ask for reimbursement in writing.
You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
Your Kaleen Carpet is Hand-Crafted. It has been produced by some of the finest artisans in India one roll at a time using only traditional hand-dying and hand-weaving techniques. These traditional techniques can result in minor irregularities in design, texture, shape and color that may vary slightly from piece to piece and roll to roll.
These minor irregularities are not defects, it’s what makes your carpet a unique work of art. All carpets undergo a multi-stage inspection process to ensure any irregularity is within manufacturing tolerances and accepted industry standards. Pattern repeats also vary with handmade construction, as such side- seaming will not produce an invisible seam nor allow for exact pattern matching where applicable.
All carpets should be re-inspected before any part of the installation process is started to ensure any irregularities or variances in design, texture, shape and color are within the customers’ reasonable expectations. No claims will be considered once cuts have been made or installation work has begun.
While Kaleen carpets are manufactured for a variety of residential applications. Any specialized installations including but not limited to stairs, base boarding, or installations on uneven sub-flooring should be tested to ensure performance expectations are met prior to starting any installation. Failure to properly test specialized installations will void the warranty and claims for such installations will not be considered.
Kaleen’s product warranty does not extend to deficiencies in the installation process that may affect appearance or performance of the carpet. Only experienced installers familiar with the challenges of handmade installations should be contracted to maximize the performance and look of your handwoven carpets.
Any carpet containing a high degree of natural fiber or tinsel fiber in its construction should be professionally dry-cleaned. Shedding is also an inevitable characteristic of natural fiber carpet. Regular vacuuming is recommended.
Shading/watermarking, pile reversal or role crush may occur with cut pile and cut and loop constructions. The occurrence of any one of these conditions is random and generally accepted in the industry as normal. As such, these are not considered to be manufacturing defects and claims will not be considered for these conditions. Normal traffic and regular vacuuming should lessen the appearance of any occurrences.
To avoid pulling and uneven wearing, the beater brush with any vacuum is not recommended and should not be used. Should pulls in the carpet fibers occur, especially in loop constructions, these should be trimmed level with the surrounding pile. Trimming pulled loops does not affect the overall construction or wear ability of the carpet and are an inevitable part of handmade construction. They are generally not considered a manufacturing defect.
Kaleen does not endorse or make any recommendations with regards to any type, thickness, or construction of padding for use with any of its broadloom collections. The use of padding is at the discretion of the customer and their personal preferences. Any padding selection should however be tested prior to final installation to ensure the clients expectations are met.
The use of padding in and of itself will have no effect on the standard warranty that comes with all Kaleen purchases. This however, does not limit or hold harmless in any way the need and requirement to have Kaleen broadloom carpets installed by a professional installer that is competent and experienced with the installation of such handmade broadloom products.
All Kaleen carpets can be fabricated into custom sized area rugs up to the maximum size of the roll offered. A sales professional can assist with options available for custom fabrications. Specifications may vary within normal industry tolerance.
It has been produced by some of the finest artisans in India one roll at a time using only traditional hand-dying and hand-weaving techniques. These traditional techniques can result in minor irregularities in design, texture, shape and color that may vary slightly from the original sample. These minor irregularities are not defects, it’s what makes your carpet a unique work of art.
Before this carpet is installed or altered in any way, please take a moment to inspect your carpet. If the handmade nature of your carpet does not meet your expectations, please contact your retailer.
Once this carpet has been installed or altered your acceptance of the carpet provided will be established.
Please also note, given the handmade nature of this carpet, side-seaming will NOT produce an invisible seam nor allow for exact pattern matching where applicable.
In the event, you are having issues getting the seaming tape to stick to the secondary cotton canvas backing or if it appears the secondary backing is loose. You can remove the backing at the site where the seam tape will be applied to ensure you are seaming to the primary action back of the carpet and then proceed with seaming as per the guidelines above.