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 offer free delivery and free returns for all orders within the EU. No return fees will be deducted from your refund.

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.

In accordance with EU Directive 2019/771/EU on the conformity of goods, you are entitled to a repair, replacement, or refund if a product does not conform to the contract of sale.

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 Right of Withdrawal (14 Days) — as of June 19, 2026

If your order was delivered within the EU, you have the legal right to withdraw from your purchase within 14 days of delivery, without stating a reason, in accordance with EU Directive 2011/83/EU and EU Directive 2023/2673.

How to exercise your right of withdrawal:
You can initiate your withdrawal directly from your order confirmation page or customer account using the withdrawal button provided. You will be asked to confirm your withdrawal and provide your name and order details. A written confirmation will be sent to you by email immediately after.

Please note: our voluntary 30-day return window is more generous than the legal minimum and applies on top of your statutory rights.

Return shipping within the EU is free of charge under the right of withdrawal, unless the item is returned for reasons other than a defect or incorrect delivery, in which case standard return conditions apply. If the item is defective or incorrectly delivered, return costs are always at our expense.

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 at sales@onlinetapijten.be.

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