Terms of service

These terms govern the washing, restoration and storage services for rugs, kilims and textiles, and the sale of catalog pieces, provided by [RAZÓN SOCIAL], with its registered address at [DOMICILIO FISCAL], under the Karmel Rugs brand. By accepting a quote, you accept these terms, which are governed by the Federal Consumer Protection Law and other applicable laws.

1. Quotes and prices

We quote from two photos of the piece, front and back, its size and the colonia for pickup.
All prices are in Mexican pesos and include IVA. The price we give you is the total to be paid for the quoted service.
A quote is valid for fifteen calendar days from the date it is sent.
A quote based on photos is preliminary. If our diagnosis in the workshop reveals conditions that were not visible, such as hidden damage, moths or earlier repairs, we will send you an adjusted quote. We will not carry out any additional work without your express acceptance.
Pickup and delivery have no extra cost within our service area.

2. Intake and diagnosis

Each piece receives a unique tracking code in the format KR-00000. On arrival we photograph both sides and record its condition in the service order: stains, wear, tears, missing areas, fading, earlier repairs and any other existing damage. We send you this record by WhatsApp.

Damage shown in these photos is considered to have existed before the service. If you disagree with the record, please tell us before washing begins so we can review it together.

3. Risks inherent to the piece

Handmade rugs use natural fibers and dyes that can react to washing even when the correct technique is used. Before the service we will explain in writing the risks we identify in your piece, in particular:

Colour bleeding or running, typical of unstable dyes or of earlier repairs made with different dyes.
Shrinkage or change in size, typical of some fibers and weaves.
Wear, old stains or repairs that were hidden by dirt and become visible after washing.

We run colour tests when the piece allows it. The service begins only after you accept these risks in writing, which you can do by WhatsApp. If you do not accept them, we return the piece at no cost.

4. Responsibility for pieces in our custody

From pickup to delivery, Karmel Rugs is responsible for the custody of your piece and for damage or loss resulting from our negligence or from a deficient service. In such cases, in accordance with the law, we will repair the damage at no cost to you or pay you compensation, in addition to any applicable credit. The value of the piece will be set by the value declared in the service order or, failing that, by an independent expert appraisal.

We are not responsible for damage documented at intake, for the effects of the risks you accepted under section 3, or for damage caused by acts of God or force majeure.

5. Delivery and payment

We notify you by WhatsApp when your piece is ready. We deliver it wrapped and sealed, with photos of its final condition. Payment is made in the manner and at the time stated in your service order, and we issue an invoice if you request one. Please inspect the piece on delivery and tell us about any observation as soon as possible so we can address it promptly. This does not limit your rights under the law.

6. Uncollected pieces

If the piece cannot be delivered for reasons not attributable to Karmel Rugs within thirty calendar days of our notice that it is ready, the daily storage fee stated in your service order will apply from day thirty one.
During that period we will send you reminders by WhatsApp and through the contact channels on file.
If the piece is still uncollected after ninety calendar days, we will send a final written notice to the address and channels on file, with an additional fifteen calendar days to collect it or arrange delivery. If there is no response, we will proceed in accordance with the law applicable to unclaimed goods, with the involvement of the relevant authority. In the meantime, the piece will remain in storage.

7. Cancellations

You may cancel at no cost before pickup.
After pickup and before washing begins, you may cancel and we will return the piece. The diagnosis will be charged only if the quote said so.
Once washing or restoration has begun, cancellation applies to pending work. Work already done and materials used will be charged.
If we cancel for our own reasons, we will return the piece and the full amount of any deposit.

8. Sale of catalog pieces

Catalog pieces are described with photos, size, materials and origin. The published or quoted price is in Mexican pesos and includes IVA. Before purchase we inform you in writing of the delivery and return conditions for each piece.

9. Questions and complaints

For any question, write to us on WhatsApp or at [EMAIL DE ATENCIÓN]. We reply within a maximum of five business days. You may also go to the Federal Consumer Protection Agency, PROFECO, file a complaint online through Concilianet or call the Teléfono del Consumidor.

10. Personal data and governing law

We process your data in accordance with our Privacy notice. These terms are governed by the federal laws of Mexico. The courts of Mexico City will have jurisdiction over their interpretation and enforcement, without prejudice to the administrative jurisdiction of PROFECO.

Last updated: November 5, 2026.