Refund policy

Return and Refund Policy – Onlinetapijten.be

At Onlinetapijten.be, we want you to feel confident when ordering from us.
If your rug is not entirely what you expected, you can return it within 30 days of delivery. Below you will find the full conditions.

30-Day Return Window

You have 30 calendar days from the date of delivery to request a return.

To be eligible, the item must be:

  • in the same condition as received

  • unused and unworn

  • with all original tags attached

  • returned in the original packaging

  • accompanied by a receipt or valid proof of purchase

Return Costs Within the European Union

We continue to offer free delivery for all orders within the EU.
However, due to extremely high transport costs and surcharges, we are obliged to charge a fixed return fee. These costs are deducted from your refund.

Return fees (EU):

  • Rugs up to 250 cm width → Free

  • Rugs from 251 cm width and above → €75

The amount paid for your order will be refunded minus the applicable return cost.

Returns From Outside the EU

For orders delivered outside the European Union, we unfortunately cannot arrange a return shipment.

  • The customer is fully responsible for arranging the return.

  • Please ensure the parcel is correctly labeled and shipped with a reliable carrier.

  • Any customs duties, taxes, or import charges that may occur when returning an item from outside the EU will be deducted from your refund.

We strongly advise checking these potential costs before shipping your return.

How to Request a Return

To start a return, please contact us at sales@onlinetapijten.be.

Approved returns must be shipped to:

Online Tapijten
August van Landeghemstraat 93
2830 Willebroek
Belgium

Once approved, we will provide return instructions.
Items sent back without prior approval cannot be accepted.

For questions, you can always reach us at sales@onlinetapijten.be.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.
If you received an item that is damaged, defective, or incorrect, contact us immediately so we can provide a suitable solution.

Exceptions – Non-Returnable Items

The following items cannot be returned:

  • Custom or made-to-order rugs

  • Perishable goods (flowers, plants, food)

  • Personal care items

  • Hazardous materials, flammable liquids or gases

  • Gift cards

  • Returns from outside the EU without approval

If you’re unsure whether an item qualifies, feel free to contact us.

Exchanges

If you would like to receive a replacement quickly, we recommend returning the original item (once approved) and placing a new order.

EU 14-Day Right of Withdrawal

If your order was delivered within the EU, you have the legal right to cancel or return your purchase within 14 days, without stating a reason.
The item must be returned unused, in its original condition, with all tags and packaging included.

Refunds

After receiving and inspecting your returned item, we will inform you whether the refund has been approved.

If approved:

  • the refund is processed to your original payment method within 10 business days

  • your bank or credit card provider may take additional time to process the transaction

If more than 15 business days have passed since your refund approval, please contact us.

Thank you for shopping with Onlinetapijten.be.
We appreciate your trust and are always here to help.