Returns Policy
For rugs in-stock
You have the right to cancel your order within 14 days of receiving your rug(s), not needing any reason. You must return the goods within 14 days of notifying us of your return. You will then be credited with the total amount including shipping costs. Only the costs for returning the goods are at your own expense.
If you exercise your right of withdrawal, you must return the goods to us with all accessories and - where reasonably possible - in the original condition and packaging. To exercise this right, please contact us at info@azulrugs.com. We will refund your money within 14 days of receipt of your cancellation, provided that the returned goods have been received in good order.
Warranty
We encourage you to report complaints to us by sending an email to info@azulrugs.com. From February 15, 2016, EU consumers will be able to submit complaints via the European Commission's ODR platform. This ODR platform can be found at https://ec.europa.eu/odr. If your complaint is not submitted elsewhere, you are free to submit your complaint via the EU platform. We recommend that you first submit your complaint to us.
Customized & unique design rugs
We do not accept returns on customized rugs as they are all made to order. They are custom-made according to certain specifications and returns are therefore not possible. Products that you purchase as a pre-order are custom made according to the specification you entered, or the stated specification if appropriate. The right of withdrawal therefore does not apply. The sale is final after successful payment.
If you have any questions, please contact us. We are happy to help.
