Return Policy

Circumstance:  

Action:

All Cases

The communication will be carried out through the email, in writing only. Even if there is a phone conversation, everything agreed will be put in email and acknowledged by both sides.

Defective Rug

1. The client will be required to send his narrative by email and attach pictures of the damaged rug and close-ups of the damage.
2. The damage will be assessed to establish whether a return shipping is worth the while. If it is, we will arrange for the pick-up.
3. We ask the client if they want to replace the rug or just give it up.
4. We send a replacement rug or issue a refund for the rug.

“I don’t like
it”; Change of
Heart, etc.

1. The client will be required to send his narrative by email.
2. We ask the client if they want to replace the rug or just give it up.
3. The client will ship the rug back at his own expense.
4. We will issue a refund for the purchase amount MINUS the shipping we paid for the order, only once the rug arrives undamaged.
5. Any replacement will be handled as a new order, in a new unit of time.

I received the
wrong rug

1. The client will be required to send his narrative by email, with pictures of what he received and the data of his order.
2. Once proven that the wrong rug has been shipped, we will arrange for the pick-up of the wrong rug and will ship the right one, at our expense.
3. If the right rug is on stock but the client chooses to give up the purchase, the client will ship the rug back at his own expense, and we will issue a refund for the purchase amount MINUS the shipping we paid for the order, only once the rug arrives undamaged.
4. If it turns out to be the client’s mistake (ordered the wrong rug), the client will be required to ship the rug back at his own expense and will be issued a refund for his order MINUS the shipping to him.
5. Any replacement will be handled as a new purchase in a new unit of time.

“Rug Never
Arrived”

1. The client will be required to send his narrative by email.
2. The case will be investigated with the carrier.
3. If proven that the rug has been delivered, we will present the evidence to the client and close the case.
4. If found that the rug has not been delivered to the client it will be delivered immediately.