Refund policy

Return and refund policy

Not entirely happy with your rug? You can return it within 30 days of delivery. Returns within the EU are free.

30 day return window

You have 30 calendar days from delivery to request a return. The rug must be:

  • unused, unwashed and undamaged
  • in its original packaging where possible, or similar packaging
  • with all labels attached
  • accompanied by your order number or proof of purchase

Free returns within the EU

Delivery and returns are free for every order within the EU. No return costs are deducted from your refund.

How to request a return

Email sales@onlinetapijten.be with your order number. Once we have approved the return, we send you the instructions. Depending on the size of the rug, you receive a return label for a parcel point or we arrange collection at your address. Items sent back without prior approval cannot be accepted.

Return address, only after approval:
Online Tapijten, August van Landeghemstraat 93, 2830 Willebroek, Belgium

Returns from outside the EU

For orders delivered outside the EU we cannot arrange return transport. You arrange the return yourself with a reliable carrier and make sure the parcel is correctly labelled. Customs duties, taxes or import charges for the return are deducted from your refund, so please check these before you ship.

Damaged, faulty or incorrect items

Please check your order on delivery. If an item arrives damaged, faulty or incorrect, contact us straight away. Under EU Directive 2019/771 you are entitled to a repair, replacement or refund when a product does not conform to the contract. Return costs for faulty or incorrect items are always at our expense.

Items that cannot be returned

  • Rugs made to measure or personalised.
  • Gift cards.
  • Returns sent without our prior approval.

Exchanges

Would you like a different rug? Return the original once we have approved it and place a new order. That is the quickest route.

EU right of withdrawal (14 days)

If your order was delivered in the EU, you can withdraw from your purchase within 14 days of delivery without giving a reason, under EU Directives 2011/83/EU and 2023/2673. Use the withdrawal button on your order confirmation page or in your customer account. You confirm your name and order details and receive a written confirmation by email right away. Return shipping within the EU is free. Our 30 day return window comes on top of this legal right.

Refunds

Once your return has arrived and been inspected, we let you know whether the refund is approved. Approved refunds are processed to your original payment method within 10 working days. Your bank or card provider may need a little longer. If 15 working days have passed since approval, please contact us at sales@onlinetapijten.be.

Thank you for shopping with Onlinetapijten.be.