Returns and refunds

Changing your mind

You can change your mind within 14 days, for any reason, wherever you live. The 14 days end 14 days after the day you, or someone you name (other than the carrier), receive your rug. If you ordered several rugs and they arrive on different days, they end 14 days after the last one arrives.

How to tell us

Tell us clearly before the 14 days end: email hello@rugonic.com with your order number, or write to KAVELA LTD, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. You may use the model withdrawal form at the end of this page, but you don’t have to. We’ll confirm by email.

Orders delivered in Türkiye follow the distance sales contract for Türkiye (in Turkish).

Sending it back

Return postage is yours…except in Türkiye, where returns by DHL Express are free: we send you a return code.

Send the rug back within 14 days of the day you told us. We’ll reply with the return address. Fold or roll it into its original packaging if you still have it, and use a tracked parcel service. Our rugs fold, so they travel as an ordinary parcel.

Handle it as you would in a shop: unroll it, and see it on your floor. Please don’t wash, cut or use it. You are responsible for any loss in its value caused by handling it more than you need to see what it is, what it’s like and how it works.

Refunds

We refund everything you paid, including any shipping charge, within 14 days of the day you told us you are withdrawing. We may wait until the rug is back with us, or until you show us you have sent it, whichever comes first.

We refund to the way you paid, with no fee:

• cards, Apple Pay and Google Pay: back to the same card or account;
• cryptocurrency: in the same cryptocurrency to a wallet address you give us, for the price you paid in US dollars, at the rate on the day of the refund.

If your country charged you import taxes, we can’t refund taxes we didn’t collect. The delivery company or your country’s tax office can often give them back for goods that are sent back, and we’ll give you the papers you need.

Damaged or faulty

If your rug arrives damaged, faulty or not the one you ordered, email hello@rugonic.com within 14 days of delivery, with photos of the rug and of the parcel. We’ll replace it or refund you in full, as you prefer, at our cost. If we need the rug back, we arrange and pay for its collection.

These are not faults: normal wear, damage from washing or drying against the care instructions, a size difference within ±2%, and small color differences between a screen and your room.

This comes on top of your legal rights below, and doesn’t replace them.

Your legal rights by country

• United Kingdom: the Consumer Contracts Regulations 2013 give you 14 days to cancel. Under the Consumer Rights Act 2015 your rug must be of satisfactory quality, fit for purpose and as described. If it isn’t, you can reject it within 30 days of delivery, and after that ask for a repair or replacement, or a price reduction or refund.
• European Union: the Consumer Rights Directive (2011/83/EU) gives you 14 days to withdraw, and you have the legal guarantee of conformity for 2 years from delivery.
• Türkiye: the 14-day right of withdrawal and the 2-year rights of Law no. 6502 (see the Turkish documents).
• United States: we give the same 14 days, and the implied warranties of your state’s law apply. We don’t exclude them.

Our rugs are made to order, but from our own designs, sizes and types, so they are not personalized goods: the right to change your mind applies to them.