Refund policy
Returns and Refunds Policy for Rugmonde
At Rugmonde, we are committed to ensuring your satisfaction with our products and services. Below is our comprehensive returns and refunds policy to assist you.
14-Day Return Policy
We offer a 14-day return policy, allowing you 14 days from the date of receiving your item to request a return.
To qualify for a return:
- The item must be in its original condition, unused or unworn, with tags, and in its original packaging.
- Proof of purchase or a receipt is required.
Initiating a Return:
To begin a return, contact us at contact@rugmonde.com Returns should be sent to the following address:
5 Sente du Clos D'Arcy, Poissy 78300, France.
If your return request is approved, we will provide a return shipping label and detailed instructions. Please note that items sent back without prior approval will not be accepted.
For any questions about the return process, reach out to us at contact@rugmonde.com
Damages and Issues
We request you to inspect your order upon delivery and contact us immediately if:
- The item is defective or damaged.
- You receive an incorrect item.
We’ll work quickly to evaluate the issue and provide a resolution.
Non-Returnable Items
Certain items are not eligible for returns, including:
- Custom-made products.
- Antique rugs.
If you have questions or concerns about your specific order, feel free to contact us.
Note: Sale items and gift cards are not eligible for returns or refunds.
Exchanges
To exchange an item, return the item as per the process mentioned above. Once your return is approved, you can place a new order for your desired product.
European Union 14-Day Cooling-Off Period
For products shipped within the European Union, customers have the right to cancel or return their order within 14 days, without providing a reason. This applies to machine-made rugs and in-stock items.
Returned items must be:
- In original condition, unused, and with tags.
- Accompanied by proof of purchase.
Refunds
Once we’ve received and inspected your return, we’ll notify you of approval or rejection. Approved refunds will be processed to your original payment method within 10 business days.
If you haven’t received your refund after 15 business days, please contact us at contact@rugmonde.com
Return Costs
The customer is responsible for all return shipping costs. You can choose your preferred shipping method for returns.
Additional Policies for Specific Products
Machine-Made Rugs
- Returns must be initiated within 15 days of receipt.
- Items must be in their original condition, with tags and packaging intact.
- Damaged or altered items will not be eligible for returns.
- Refunds or replacements will be processed only after a quality inspection.
Custom Rugs
- Custom rugs are non-returnable and non-refundable.
- Each custom order undergoes thorough inspection before shipment, ensuring customer satisfaction.
Antique Rugs
- Antique rugs are sold on an "as-is" basis.
- Due to their unique nature, antique rugs are non-returnable and non-refundable.
- Shipping for antique rugs is free.
We thank you for your understanding of our returns and refund policy. Should you have any questions or need further clarification, please do not hesitate to contact our customer service team at contact@rugmonde.com