Return Policy
We turned our passion into a business — now we hope it becomes yours too.
Customer satisfaction is our top priority. Customers can request to return any item in original condition for a 100% money back refund within a period of fourteen (14) days after the items have been received. Once accepted, the buyer should ship the items in one week insured for the full value and safely wrapped to prevent shipping damage. Customer pays the return shipping cost.
-We do not to accept returns after this period.
-We deduct 15% restocking fee if three or more items are returned from orders sent to the same address in a period of a week even if they are made under different names.
-We deduct cleaning or repair fees if the returned item is not in original condition.
For customers in the US, Canada or countries in South America, the items would be returned to our warehouse in Virginia, Williamsbourg. For other countries in Europe, Asia and Africa as well as Australia and New Zealand, items are to be returned to our warehouse in Istanbul, Turkey.
-We do not to accept returns after this period.
-We deduct 15% restocking fee if three or more items are returned from orders sent to the same address in a period of a week even if they are made under different names.
-We deduct cleaning or repair fees if the returned item is not in original condition.
For customers in the US, Canada or countries in South America, the items would be returned to our warehouse in Virginia, Williamsbourg. For other countries in Europe, Asia and Africa as well as Australia and New Zealand, items are to be returned to our warehouse in Istanbul, Turkey.
For all countries, except the U.S., we will deduct customs duties and/or VAT or GST if we paid them on your behalf when we refund your payment because shipping companies do not process VAT reclaims for returns.
Should there be any fundamental errors committed by us, such as delivery of a wrong or damaged item, etc., the buyer will be entitled to a full refund.
If you decide to return an item, please first fill the return form or send an e-mail to us at sales1@rugsandkilims.com and obtain return information. Items are to be returned in the same condition as sold with no damage or alterations or sign of use. We reserve the right to deduct a cleaning or restoration fee depending on the condition of the returned item.
If your order shows damage when you receive the shipment, please open it in the presence of the delivery service personnel, or at least bring it to their attention when signing for the item. If possible, also please try to obtain a photograph of the damaged package. Contact us immediately and retain all packaging materials.
Should there be any fundamental errors committed by us, such as delivery of a wrong or damaged item, etc., the buyer will be entitled to a full refund.
If you decide to return an item, please first fill the return form or send an e-mail to us at sales1@rugsandkilims.com and obtain return information. Items are to be returned in the same condition as sold with no damage or alterations or sign of use. We reserve the right to deduct a cleaning or restoration fee depending on the condition of the returned item.
If your order shows damage when you receive the shipment, please open it in the presence of the delivery service personnel, or at least bring it to their attention when signing for the item. If possible, also please try to obtain a photograph of the damaged package. Contact us immediately and retain all packaging materials.
Rugs that will last a lifetime
We deeply care about sustainability. Even the 150-year-old kilims in our collection have kept their original beauty — simply because they were well cared for.
Every handwoven piece you bring into your home can last for generations if treated with the same respect.
These rugs never go out of style — they only grow more meaningful with time.
Every handwoven piece you bring into your home can last for generations if treated with the same respect.
These rugs never go out of style — they only grow more meaningful with time.
