1-800-704-0692
Mon - Fri, 8 AM - 8 PM EST

welcome to Nilima Rugs

NilimaRugs.com Customer Service

Customer Service

Shipping & Delivery
Please visit our "Shipping Information" page for detailed shipping policy.
Privacy & Security
NilimaRugs.com, a division of Nilima Inc is the owner of the information that is collected on this site. We will neither sell nor rent this information, nor will we share it in any way different from what is disclosed in this statement unless you give your consent.
This privacy notice discloses the privacy practices for Nilima Inc and Nilima inc owned web sites.  This privacy notice applies solely to information collected by this web site and Nilima inc owned web sites.  It will notify you of the following:
1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
2.  What choices are available to you regarding the use of your data.   
3. The security procedures in place to protect the misuse of your information.  
4. How you can correct any inaccuracies in the information.
Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you.  We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us.  We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.
Your Access to and Control Over Information
You may opt out of any future contacts from us at any time.  You can do the following at any time by contacting us via the email address or phone number given on our website:
- See what data we have about you, if any.
- Change/correct any data we have about you.
- Have us delete any data we have about you.
- Express any concern you have about our use of your data.
Security
We take precautions to protect your information.  When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way.  You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page. While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information.  The computers/servers in which we store personally identifiable information are kept in a secure environment.
If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 1-800-704-0692 or via email at info@nilimainc.com.
Cookies and IP Addresses
NilimaRugs.com is firmly committed towards customer privacy. Like many sites, we use your IP address to help determine problems with our server, and to administer our Web site. Your IP address is helps us to identify you and your shopping cart and to gather broad demographic statistics. We use cookies to be able to keep track of your shopping cart and for other functions like personalizing the site.
Cookies are a minor piece of information which is stored by your internet browser to your computers’ hard drive. Your browser is usually set up to initially accept cookies. If you set your browser to reject cookies, the site will not be able to recognize your account, your cart, or any personalized action. We do not intend to use cookies to gather your confidential information which may be stored on your hard drive.
NilimaRugs.com also uses Web Beacons which helps to deliver us cookies in order to determine whether and how many times our web pages were browsed. Even the Third Party advertisers help us display specified content to our customers and serve ads on our interest. These advertisers may also utilize cookies and/or web beacons to measure the effectiveness and efficiencies of the sites.
External Links
This site also contains links to other Web sites. NilimaRugs.com is not liable for the privacy practices or the depicted object of such sites.
Your Personal Information
Our site takes help of certain tailor- made  forms for our customers to request any  assistance relating to products and services or any other information you may require from us. Through these forms, we collect your contact information, which may include addresses, , phone numbers, email addresses and certain financial information. The provided information is used for Nilima Inc. to send important information to customers about their orders, its availability, tracking, order in transit & deliver status, how to fulfill orders, to process and receive the payments, to further send promotional marketing material about our company and partners, and to be able to contact customers regarding their orders when required. Our sites also collect Profile and Demographic data to determine your experiences at our sites, accordingly display to you relevant content that we think you may prefer.
Third-Party Service Providers
We also employ other companies and individuals to perform certain functions for us. Carry out orders, delivering the packages, postal mailing and e-mailing, providing services links and results thereon, processing the credit card payments, marketing our content and assisting adds on our behalf..In order to be able to render their functions efficiently, they have access to the required information provided by the customers, but they may not use any of it for other interests.
We rest our faith in the people we associate with; hence we assure safety of your valuable information.
Customer information is considered to be an asset of NilimaRugs.com, a division of Nilima Inc, and as such may be transferred to another company as part of an acquisition of Nilima Inc safely

Returns & Replacements
If the product you received from us is not as per your expectations and specifications, or perhaps it does not equip with your décor well, you will not be bound to keep it if you don’t want it or which may not be of right use for you
We proudly offer one of the best return policies in the online shopping industry.
You are devoid of returning your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs.
Please Note - Any upgraded shipping costs will also not be refunded. Some of our products may be offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund.
 In addition some of our items carry a restocking fee which will be deducted from your refund if you wish to make a return. NilimaRugs.com Gift Certificates are nonreturnable. Please keep in mind that once an order has been processed for shipping, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund. For exceptions and information specifically tailored to certain product categories, please refer to the links below:
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot accept returns of products that have been modified or re-assembled.
In addition to that, their would be certain items which may not be eligible for return as neither
we, nor the suppliers can take them back. Such items will be clearly marked on the product’s page for you best knowledge.

If you received a qualifying order from us as a gift that you don’t need or can’t use, you may return it for a refund in store credit without needing any help from the person who gave you the gift. Store credit will be applied to your account once the return is fully processed. If you don’t already have an account, you will need to set one up while entering your return request. To request a gift return, please visit our Self-Service Return Center. Note that gifts purchased from our retail partners such as Amazon Marketplace are not eligible for refunds in store credit; in these cases the refund must be issued to the original payment method. If you have any questions about whether a product can be returned, please call us. Note: If your item was damaged or defective, please see "What If My Order Arrives Damaged?"

Returning An Item Or Order
  • Click on the "My Account" link on this page and click RMA and then select the order you want to return. Follow instructions, its self explanatory.

What If My Order Arrives Damaged?
Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, you may conveniently request replacement parts by contacting us. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below.

If Shipped via Truck Freight or White Glove
       •    Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
        •    If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.
    Our goal is to make buying online easy, safe and efficient. If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item back to us. If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.
      Flooring Return Information
      You may return a purchase of 4 cartons or more for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs and a 20% restocking fee. Please note: Trim pieces are non-returnable. Some of our flooring products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will still be deducted from your return refund. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts we will pay to return the item to us and send a replacement to you. If you decide you do not want parts or a replacement, the item can be returned under our standard return policy. Please keep in mind that once an order has been shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy.
      Rugs Return Information
      If the Rug you received from us is not as per your expectations and specifications, or perhaps it does not equip with your décor well, you will not be bound to keep it if you don’t want it or which may not be of right use for youWith our Hassle Free Rug Returns Guarantee, you may return your rug or rug pad for any reason for an exchange or a refund of the purchase price excluding our shipping and handling costs and a 10% restocking fee. You will be responsible for the cost of shipping the rug and/or rug pad back. If you are returning a rug or rug pad that had additional shipping charges, either because shipping was not free, or because you upgraded the shipping, these charges will not be refunded. If a rug or rug pad arrives damaged, or we made an error, we will pay to return the item back to us and send a replacement rug or rug pad to you. If you decide you do not want rug or rug pad replacement, the item can be returned under our standard return policy.
      Clearance Items Return Information
      If the item you have purchased is a returned product, please be advised that this does mean it might have some signs of wear. The wear is typically the result of the product being previously shipped. Due to this, the item cannot be returned. However, if you received this item and feel there has been a major error or have some other serious issue, please give us a call. We pride ourselves on being fair!

      Ordering
      We take orders online or by phone. Simply add the item to your cart and proceed to checkout securely.
      Our Web site takes every precaution to protect our users' information. When you send sensitive information (such as your credit card number) to us via our order form, that information is encrypted and protected with SSL, the current industry-standard encryption protocol. When you are on such an SSL-protected page, a picture of a closed lock appears at the bottom or top of some Web browsers. At other times this lock appears open. Another way to find out if you are on a secure page is to look at the address or URL of the page. (Look in the address box or right-click on the page and select "Properties".) These secure SSL-encrypted pages have URLs that start with https:// instead of http://. If you have any questions about security at our Web site, please contact us.
      Payment & Pricing
      We currently accept Visa, Mastercard, American Express, Discover as credit card payments. We also accept PayPal, checks and money orders as payment
      Please Note: We reserve the right to cancel an order in "Pending" Status if we found pricing discrepancies due to typos, misinformation or human error. You will be notified within 48 hours of such cancellation via email address you provided us when placing the order.
      Order Status & Canceling Backordered Orders
      Login to your account to view your Order Status- "My Account"
      To Cancel Back ordered Orders please reply to the Order confirmation email and request cancellation.
      Updating Account Information
      Login to your account to update your account information - "My Account"

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