Terms of service

Customer Terms & Conditions – Onlinetapijten.be 

Clear, transparent, and consumer-friendly

1. About Us

Onlinetapijten.be is the online trading name of Rugsman BV
Company Number: BE 1022 447 009
Registered Office: August van Landeghemstraat 93, 2830 Willebroek, Belgium
Contact: info@onlinetapijten.be

We are committed to offering clear information, honest service, and transparent policies.
By placing an order on our website, you accept these Terms & Conditions.

2. How a Purchase Agreement Is Formed

Your purchase is considered final once payment is successfully completed.
You will receive:

  • an order confirmation (proof of contract)

  • a summary of your rights, including your EU withdrawal right (when applicable)

We keep all order records for 10 years, as required by Belgian law.
You may request a copy at any time.

3. Pricing, VAT & Transparency

3.1 Prices

All prices shown on our website are:

  • inclusive of VAT (for private EU customers)

  • displayed in euros (€)

  • subject to change without notice

Website prices may differ from showroom prices.
Online prices are binding for online orders.

3.2 What’s included in the price

✔ VAT (EU customers)
✔ Free delivery within the EU
✘ Import duties and taxes for non-EU countries (customer responsibility)
✘ Return transport fees (see section 9)

4. Product Information, Handmade Variations & Measurements

We strive for full accuracy and clarity. However:

  • handmade rugs may vary slightly in size (typically within a few centimeters)

  • colours may appear differently due to screen brightness or daylight variations

  • knotted rug dimensions refer to the knotted area only, excluding fringes

  • production batches may differ slightly in texture or shade

These minor variations are normal within the industry and are not considered defects.

5. Conformity & Legal Warranty

Under EU consumer law, you are always entitled to:

  • a product that matches the description

  • normal durability and usable quality

  • a remedy if the item is faulty

Your statutory warranty rights remain fully intact and are not limited by any store policy.

6. Delivery Conditions

We want the delivery process to be smooth and predictable.
Here is what you can expect.

6.1 Delivery Regions

  • EU delivery is free for all orders.

  • We ship worldwide except to P.O. boxes.

  • Non-EU deliveries may incur import taxes, duties or customs fees, charged by your local authorities.

6.2 Delivery Times

We always display an estimated dispatch time on each product page:

  • Immediate delivery → in-stock at showroom (ships within 3 working days)

  • In stock (external warehouse) → typically ships within approx. 10 working days

  • On request / in production → estimated lead time available upon request

Delays may occur due to:

  • Belgian public holidays

  • summer production breaks (around 15 July–15 August)

  • end-of-year closure (23/12–03/01)

6.3 Real-Time Stock Accuracy

We aim for 99% accuracy, but:

  • high-demand items

  • last-minute production delays

  • international transport issues

may occasionally cause discrepancies.
When this happens, we will notify you immediately and offer alternatives or a refund.

7. Promotional Campaigns & Discounts

Promotional prices:

  • apply only during the advertised period

  • may differ from showroom prices

  • cannot be applied retroactively

Unless stated otherwise, promotions cannot be combined with other offers.

8. EU Right of Withdrawal – 14 Days

If you live in the European Union, you have the legal right to cancel your online purchase within:

➡ 14 days after delivery

without giving any reason.

To exercise this right, simply email sales@onlinetapijten.be.
You then have another 14 days to return the item.

Important exceptions:

  • custom-made or personalised rugs

  • special orders (not standard collection items)

These items cannot be cancelled or returned, as they are produced specifically for you.

9. Returns & Refunds (30 Days)

We offer all customers a 30-day return window, which goes beyond the legal EU requirement.

9.1 Return Conditions

Returned items must be:

  • unused

  • unwashed

  • undamaged

  • in original packaging

  • with all labels attached

9.2 Return Costs Within the EU

Although delivery remains free, return transport is charged as follows:

Rug Width Return Fee
Up to 250 cm Free
251 cm and above €75

These amounts are deducted from the refund.

9.3 Returns from Outside the EU

  • We cannot organise return transport for non-EU orders.

  • You must arrange the return yourself.

  • Any customs duties, import taxes or administrative charges will be deducted from the refund.

  • The item must arrive in unused, perfect condition.

9.4 Refund Timeline

Once your return arrives and is inspected:

  • refund is processed within 10 business days

  • banks/credit card companies may add 2–5 days

  • contact us if your refund has not arrived after 15 business days

9.5 Non-Returnable Items

  • customised or made-to-measure rugs

  • personalised orders

  • gift cards

  • items returned without prior approval

  • incorrectly declared non-EU returns with unpaid duties

10. Stock Sale (Outlet) Terms

Outlet purchases have different return rules:

  • return window: 14 days

  • refund method: store credit only (valid for 2 years)

  • no cash refunds

  • item must be unused and in original condition

  • standard EU return fees apply (same as section 9.2)

By purchasing an Outlet item, you automatically accept these conditions.

11. Exchanges

If you receive an item with a manufacturing defect, you are entitled to a replacement at no extra cost.

Not considered defects:

  • slight shade differences

  • minor irregularities typical of artisanal production

  • texture variations due to natural fibres

To request an exchange:
+32 (0)3 886 66 08

12. Payment Security

All online payments are processed through Stripe and other accredited international partners.

Accepted methods:

  • Visa, Mastercard, American Express

  • Bancontact, Maestro, Carte Bleue

  • iDEAL

  • PayPal

  • Bank transfer

Your payment details are encrypted and never visible to Onlinetapijten.

13. Customer Accounts & Data Accuracy

You can update your details at any time through:

Please ensure your information is accurate to avoid delivery delays.

14. Delivery Errors, Missing Items & Transport Damage

14.1 Visible Damage

Must be reported to the courier immediately upon delivery.

14.2 Hidden Damage

Notify us as soon as discovered (preferably within 48 hours), including photos.

We will investigate and offer an appropriate solution depending on the issue.

15. Complaints & Dispute Resolution

We aim to resolve all complaints efficiently and fairly.

You can contact us via:

Email: sales@onlinetapijten.be
Phone: +32 (0)3 886 66 08

You may also use the official EU Online Dispute Resolution platform:
http://ec.europa.eu/odr/

16. Intellectual Property Rights

All:

  • images

  • texts

  • product descriptions

  • brand elements

  • design elements

are protected by copyright, trademark, or design law.
No copying or reproduction is allowed without written permission.

17. Privacy & GDPR Compliance

We comply fully with the EU General Data Protection Regulation (GDPR).

We only store the information needed to:

  • process your order

  • provide customer service

  • improve your shopping experience

Your data is never sold, and only shared with partners essential for order fulfillment (e.g., couriers, payment processors).

You may request:

  • access

  • correction

  • deletion

of your data at any time via info@onlinetapijten.be.

18. Applicable Law & Final Provisions

  • All agreements are governed by Belgian law.

  • If any clause becomes invalid, the remaining text stays valid.

  • We may update these Terms periodically; the version active at the time of your order applies.