RETURN & REFUND POLICY

(For International Customers: UK, USA, EU & Global)

Last Updated: October 26, 2025

1. OVERVIEW

At Rugs United, we want you to love your new rug. However, if you are not entirely satisfied with your purchase, we are here to help. This policy outlines the procedures for returns and refunds for our international customers, ensuring transparency and compliance with global consumer standards.

2. RIGHT TO CANCEL (RETURN WINDOW)

You have the right to cancel your order or request a return within 14 days from the day you (or a third party indicated by you) receive the goods.

• To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

3. HOW TO INITIATE A RETURN

Since our main headquarters is in Turkey but we have operations globally, please do not ship items back without contacting us first. We have local return partners in the UK, USA, and Germany to save you from high international shipping costs.

Step-by-Step Process:

1. Contact Us: Within 14 days of delivery, email us at info@rugsunited.com with your Order Number and reason for return.
2. Get the Local Address: Our support team will provide you with the nearest return address (e.g., our warehouse partner in London, New York, or Cologne) and a Return Authorization Number.
3. Pack & Ship: Pack the item securely in its original packaging and ship it to the address provided.

4. RETURN SHIPPING COSTS

• Change of Mind: If you are returning an item because it does not fit or you changed your mind, you will be responsible for paying the return shipping costs. Shipping costs are non-refundable.
• Defective/Wrong Item: If the product arrived damaged or incorrect, Rugs United will cover the return shipping costs or provide a free replacement immediately.

5. ELIGIBILITY CONDITIONS

To be eligible for a return and full refund, your item must be:

• Unused and Unwashed: The rug must be in the same condition that you received it.
• Original Packaging: It must be in the original packaging with all tags attached.
• Non-Returnable Items:
  • Custom-made or personalized rugs (cut to specific measures).
  • Items marked as "Final Sale" or "Non-Returnable" at checkout.
  • Goods that cannot be returned for hygiene reasons (e.g., opened bathroom mats) if the seal is broken.

6. REFUNDS

Once your return is received and inspected at our local facility, we will send you an email to notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
• Timeline: Please allow 5–10 business days for the refund to appear on your bank statement, depending on your bank’s processing times.

7. EXCHANGES

Due to the complexity of international logistics and customs, we do not offer direct exchanges for international orders.

• The Fastest Way: If you want a different size, color, or style, the most efficient way is to return the original item for a refund and place a separate new order for the item you want. This ensures you get your new rug faster while your return is being processed.

8. DAMAGED OR DEFECTIVE ITEMS

We adhere to strict quality controls. However, if your order arrives damaged:

1. Inspect Upon Arrival: If the package is visibly damaged, please sign the courier's receipt as "DAMAGED" or refuse delivery.
2. Report Within 48 Hours: Email us at info@rugsunited.com with clear photos of the damage (both the rug and the packaging).
3. Resolution: We will arrange for a replacement to be sent to you free of charge or issue a full refund, including shipping costs.

9. BUNDLES & PROMOTIONAL ITEMS

• Buy 1 Get 1 Free: If you return an item bought as part of a bundle offer (e.g., "Buy 1 Get 1 Free"), you must return all items in the bundle to receive a full refund.
• Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

10. CONTACT INFORMATION

For any questions related to returns, please contact our support team:

Konfor Tekstil (Rugs United)

• Email: info@rugsunited.com
• Phone: +90 544 461 82 21
• Address (HQ): Baspinar OSB, Mehmet Batalli Blv. No:91/5, Gaziantep, Turkey. (Note: Do not send returns to this address unless instructed by support.)