Right of Withdrawal
Returns Policy
We offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@rugtales.com. Returns should be sent to the following address:
IPEK Warenhandelsgesellschaft mbH
Borsteler Chaussee 85, Haus 21
22453 Hamburg, Germany
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs: We cover the cost of return shipping within Germany and the EU. For deliveries to Switzerland and the UK, return shipping costs are the responsibility of the buyer.
Damages and Issues
Please inspect your order upon receipt and contact us immediately at hello@rugtales.com if the item is damaged or if you receive the wrong item, so that we can examine the issue and make it right.
Note on Hand-knotted Rugs: Natural irregularities such as abrash (colour variations in hand-spun yarn) or slight deviations in shape and pattern are typical characteristics of hand-knotted rugs and do not constitute a defect.
Exceptions
The following items are non-returnable:
- Custom or personalised products (special orders)
- Sale items and gift cards
Exchanges
As each of our rugs is one-of-a-kind, direct exchanges are not possible. The quickest way to ensure you get what you want is to return the item you have, and then make a separate purchase for the new item.
Refunds
Once we’ve received and inspected your return, we will let you know whether the refund has been approved or rejected. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please note that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, please contact us at hello@rugtales.com.