At THE WOOL RUGS, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your rug, we are here to help. Please review our Returns & Refunds policy below to understand your options.
1. Return Eligibility
We accept returns of unused and undamaged rugs within 14 days of the delivery date. To qualify for a return, the rug must meet the following criteria:
- The rug is in its original condition (unused, unwashed, and undamaged).
- The rug is returned in its original packaging, if possible.
- The return request is made within 14 days of the delivery date.
Please Note: Custom-made or personalized rugs are not eligible for returns unless they are defective or damaged upon arrival.
2. How to Return an Item
If you’d like to return a rug, please follow these steps:
- Contact Us: Reach out to us at lokayhaifda@gmail.com within 14 days of receiving your rug. Include your order number and a brief description of why you wish to return the item.
- Return Authorization: Once we receive your request, we will send you a return authorization and instructions on how to proceed.
- Pack the Rug: Carefully pack the rug in its original packaging, if available, to ensure it arrives back in the same condition. We recommend using a tracked shipping method for returns to avoid any issues.
- Ship the Rug Back: Ship the rug to the address provided in the return instructions. You are responsible for covering the return shipping costs unless the return is due to a mistake on our part (such as receiving a damaged or incorrect rug).
3. Refunds
Once we receive the returned rug and confirm that it meets our return eligibility criteria, we will process your refund. The refund will be issued to the original payment method.
- Processing Time: Refunds will typically be processed within 7-10 business days of receiving the returned rug.
- Return Shipping Costs: Please note that return shipping fees are non-refundable, unless the item was damaged or incorrect.
Please Note: Depending on your payment provider, it may take additional time for the funds to appear in your account after the refund is issued.
4. Damaged or Incorrect Items
If your rug arrives damaged or you receive the wrong item, please contact us immediately at lokayhaifda@gmail.com within 7 days of delivery. We will arrange for a replacement or a full refund, and we will cover the return shipping costs.
To help us resolve the issue quickly, please provide photos of the damaged item or the incorrect rug you received.
5. Non-Returnable Items
Certain items are not eligible for return, including:
- Custom-made or personalized rugs.
- Rugs that have been used, washed, or damaged after delivery.
If you are unsure whether your rug is eligible for return, please contact us before sending it back.
6. Exchanges
We currently do not offer direct exchanges. If you wish to exchange a rug for a different design, size, or style, please return the original rug for a refund and place a new order for the item you would like.
7. Refund Processing for Gift Orders
If you received your rug as a gift and wish to return it, the refund will be issued to the original purchaser. If you wish to exchange it for a different rug, please follow the same process outlined above.
Contact Us
If you have any questions about our Returns & Refunds policy or need assistance with a return, please don’t hesitate to contact us:
Email: lokayhaifda@gmail.com
Website: https://directkey.store/contact-us/