Naar het Nederlandse retourbeleid

Returns and refunds

You have the right to cancel your order up to 14 days after you have received it. You have another 14 days after cancellation to return your product. You will then be refunded the full order amount, including shipping costs. Only the return costs from your home to the webshop are for your own account. If you use your right of withdrawal, the product will be returned to the entrepreneur with all delivered accessories and – if reasonably possible – in unused (new) condition and original packaging. If the product is damaged due to careless handling by the consumer him/herself, the consumer is liable for any decrease in value of the product.

If you wish to use this right, please send a request of cancellation to info@unknownrugs.com. When submitting your request, please include the following information:

  • Your name and order details
  • Date of order and receiving date
  • Name of the item or SKU number you wish to return
  • Reason why you are requesting a return

Once we receive the request from you, we will provide the address where you can ship the item to. When the item is received in good order, we will proceed with the refund. A refund will then be made within 14 days of notification of your return, as long as the product has already been returned in good order.

Return exceptions

A number of products are excluded from the right of withdrawal. These products may not be returned. The following products are excluded from the right of withdrawal:

  • Personalized rugs (tufted rugs), this refers to the handmade rugs such as wall, floor and decorative rugs made at the customer’s request.
  • Personalized tapestry products, this refers to the woven tapestry products such as tapestry blankets and clothing made at the customer’s request.

These are excluded from the right of withdrawal because these products are custom-made. This means that these products are produced to the specifications (wishes and requirements) of the consumer.

Warranty

The legal warranty applies to our products. This means that you have the right to receive a good product. We strive to always deliver a good product to the consumer. If there is something wrong with the product after receiving it, the customer should report it as soon as possible. At the latest, within 14 days after receiving the product.