Our policy lasts 5 days upon receipt of your rug. If 5 days have gone by since receipt of your rug, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer as the goods may be lost.
There are certain situations where only partial refunds are granted. This will be at our discretion
All custom made rugs are non refundable
Any item not in its original condition or is damaged or missing parts for reasons not due to our error are non returnable
Any item that is returned more than 5 days after delivery is non returnable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
For change of mind returns: If you are approved, then your refund will be processed including a reduction of a 12.5% restocking fee from the order total and $59.98 to cover two way freight. The credit will automatically be applied to your credit card or original method of payment, within a certain amount of days after our supplier has processed the return.
For change of mind returns: restocking fees and costs for freight being non refundable are applicable from the moment you place your order on our website. As our orders are automatically processed at our supplier - we incur significant loss on our account once the order is processed via our website.
In addition to the restocking fee, a 1.9% payment processor fee will also be deducted from your order total if you paid via card, and 6% with other methods in addition to the restocking fee.
Change of mind re stocking and admin fees are to cover our losses on the non refundable payment processor fees, cleaning, repackaging, inspecting and re stocking the rug as well as the labour and time needed to organise the process.
You can contact us via: email@example.com
We try our best to photograph our rugs on our website to reproduce the colour as best possible - however these are re displayed through technology. As such it is an imperfect display, as every end user will have different technology of monitor and settings which may make the colour appear differently. Ordering on our website is strictly at your own risk, if you are not happy with the colour of your rug it is considered a change of mind return.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially credited. It can take days for this to show on your statement after the refund has been issued. Remember that we will credit the refund usually within 72 hours after our supplier has received the rug back. There is transit time of the rug to also take into account.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Only regular priced items may be refunded or returned, unfortunately sale items cannot be refunded, returned or exchanged. Sale items are ones included in the 'clearance' category on our website.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a voucher code will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, first email us the request and we will provide you the address and return authorisation number. Do not send anything back to us before this has happened.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (plus the original shipping fee that was included in the price of the rug purchase) will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.