Thank you for shopping at [email protected] If you’re not entirely happy with your purchase, we are here to help you.


If you’re not satisfied with your purchase, we’ve outlined the following guidelines to help make your return a smooth and seamless experience:

[email protected] is committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you’ve have purchased.

We want to make sure you’re totally happy with your purchase. Unless your item is received damaged, or there was some error on our part, you will be responsible for all return shipping costs with the same courier you received the rug(s) with.

[email protected] operate on very low margins, we do not encourage customers to adopt a “buy to try” approach and therefore cannot accept any returns unless the products received are damaged, or there was some error on our part.

You may return your unused rug(s) in its original condition and packaging within 14 days of receipt. We will not accept any returns after this 14-day period.

Please contact [email protected] to request a return form.

Refunds will not be issued in full for items damaged in return shipping or returns that are never received, we highly recommend that you insure all return shipments and provide [email protected] Support with the shipment tracking number.

In case of a return, you are liable to pay 15% re-stocking fee for internal company related expenses such as handling, accounting, banking and other associated expenses. Unless your item is received damaged, or there was some error on our part, you will be responsible for all return shipping costs with the same courier you received the rug(s) with.

The customer will also be responsible for all customs charges for any returns unless your item was received damaged, or there was some error on our part.

Custom rugs have designs and size tailored for you only hence they are excluded from our return policy.

Items on sale will be subjected to exchange only.

Product images are always matched to the product colors and information is as accurate as possible. However, different screens show colors differently depending on screen settings and it always recommended to check product images on your Desktop, Laptop, Tablet & Mobile Phone than one screen to understand the difference.
Please request a returns form from [email protected] Support to complete the returns. Please print off the returns form and fill out all the details requested and enclose with your returns order (or write your name, email, order number on a piece of paper within the re-packaged return and reason for your return), fully package your item(s) in heavy-duty polythene i.e. thick bin bags securely taped (to protect from dirt, damage & moisture in transit) and return to the address supplied to you by [email protected] Support. Any damage to the item within transit the customer will be liable for any all charges. In this case, we’ll take care of it and work with you to find the best solution.

You as the customer are responsible for return postage charges. We would recommend using a tracked and insured service for your return using a reputable Courier company Example UPS, DHL, Fed Ex, DPD & Royal Mail. It is the customers responsibility to ensure that they use a Tracking Service to ensure that the Package can be tracked at any time, failure to do so may result in the package being lost in transit, which the customer will be responsible for. Customer must supply Tracking number to [email protected] Support once return has been collected by the courier company with 48 hours of collection by the courier.

All items are shipped to you in the best possible packaging to ensure that you receive your purchase in perfect condition. Upon receipt of the delivery, please inspect your package closely immediately.

If you receive a damaged item, [email protected] will assist you in receiving a replacement or refund as quickly as possible.

Should you observe significant damage to the outer packaging, please reject the shipment and have the carrier return it.

If there is minor damage to the packaging, please indicate as such when you sign for the shipment. In the unlikely event that you find your product to be damaged upon opening it please notify [email protected] Support.

Please notify [email protected] Support of any damages on the product or packaging within 24 hours of receipt of the product.

Our policy is subject to change from time to time. It is responsibility& of the customer to check our return policy prior to a purchase. Changes to our return policy are applicable to all the purchases made after the date of change in our return policy.

Due to the current evolving Covid-19 restrictions and consequent Government safety precautions we are strictly abiding to, we please ask you at this time allow a small amount of extra time for our Returns Team to process your returned item and for your refund to reach you.

Once your returned item is received back to us and processed by our Returns Team, we will then refund your order and confirm this in email directly. Customer will be responsible for related customs charges within their Country for any purchases made. When a package is delivered internationally, it may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country.

Depending on the country, the buyer may be required to pay these charges at the time of delivery. If a buyer and a seller are located in different countries, we inform buyers that additional duties and taxes (such as those charged at customs) may apply. This is to make it clear to buyers that they may be responsible for paying these additional fees.

Please contact your local customs office to find out your next steps as you may need to pay additional charges.


Refunds

Once we receive your item, we will notify you. Once your return is approved after inspecting the item, we will initiate a refund to your original method of payment. You will receive the credit within 14 days of us receiving the item depending on your card issuer’s policies.

*Remember to keep your post office receipt (this is issued once the parcel is scanned) as the parcel is your responsibility until it gets back to us. This will also contain your tracking information. Taking a photo of it is a great way to do this!

*Please note original postage costs are non-refundable.

Should you be unhappy with any aspect of your purchase you must inform us immediately upon receipt by email at [email protected]@QualityHandcraft.com stating the issue.