Dear Mr. Gupta,
Thank you for your review.
While appreciating the fact that the carpet is of good quality and there is nothing to complain about it - you have raised the issue of the part refund of the duty you were obliged to pay legally in the United Kingdom.
Let us clarify a few points.
1. We have mentioned all about duties/taxes being the responsibility of the buyer implicitly on our website https://carpetsofkashmir.com/shipping/ If for any reason you have overlooked this aspect then how can we be held responsible? Also, no where in our communication did we commit that the duties/taxes in the UK are our responsibility. Our correspondence was crystal clear and the price mentioned and confirmed was including the shipping cost from Mumbai to your address in the UK. Customers who regularly shop online understand this aspect clearly and international transactions are always subject to import duties and taxes and assuming otherwise is an error from the customer's side and not the seller's.
2. The carpet was already shipped and was in transit when you received an intimation from FedEx, UK about the taxes upon which you communicated with us. We explained the above point number 1 in detail which you agreed and accepted - the misunderstanding was from your side and we never misled you or claimed the duties/taxes are included in the price we agreed upon.
3. As a goodwill gesture we did offer to reimburse half the amount of duties/taxes at a suitable date. This was made only in good faith although we were under no obligation to do so as clearly you had not read our shipping policy on the website prior to making the purchase although we had shared the website details with you even when the selection of the carpets was ongoing and no purchase was made until then.
4. Unfortunately, our management declined to reimburse the cost as there was no misinterpretation from our side - which you are well aware of from the above facts placed on record.
However, to cut the chase, we hereby offer to issue a credit note for the FULL amount of the duties/taxes you have paid with a validity of 1 year from today, so that you can avail this until June 26, 2023. Any purchase made from our store (offline or online) for an amount equal to or more (with the extra amount to be payable from your side) than the duties/taxes you have paid will be FREE of cost (for the product only) excluding shipping, import duties/taxes, etc. There are no terms and conditions. You may select carpets, rugs, shawls, or scarves, and we will waive off the cost for the purchase to the extent of the duties/taxes you have paid to FedEx. This is the best we can do.
We sincerely hope that you will change the review/ratings you have given considering the FULL compensation of the duties/taxes you have paid and end the matter amicably.
Thank you,
Best regards,
Rohit Sharma
