Welcome to luxuryrugmall. We aim to ensure that your experience with our premium living room rugs and bedroom runners is seamless. This Return and Refund Policy outlines the terms and conditions regarding order cancellations, returns, and refunds for customers within Europe.
Our practices fully comply with European consumer protection regulations, including the statutory Right of Withdrawal.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with European consumer protection laws, customers located within the European Economic Area (EEA) have the right to withdraw from their purchase within 14 calendar days from the day on which the physical goods are delivered to the designated delivery address.
- Notification: To exercise this right, you must inform us of your decision via email at large@luxuryrugmall.com within the 14-day window.
- Condition of Items: To qualify for a full refund under the Right of Withdrawal, the returned rugs must be in their original, unaltered condition, free from signs of use, staining, or structural alterations, and packed appropriately to prevent damage during transit.
2. Return Logistics and Procedure
Once your return request is acknowledged by our customer service team, the items must be dispatched to our designated European logistics facility within 14 days of the notification.
- Return Address: Šturmanų g. 20 Klaipėda, 93201 Klaipėdos m. sav. Lithuania
- Return Costs: Unless otherwise specified or in cases of clear product non-conformity, the customer is responsible for arranging and covering the direct costs of returning the goods. Given the dimensions and volume of large living room rugs and long runners, we strongly recommend utilizing a tracked delivery service with appropriate transit coverage.
3. Damaged, Defective, or Non-Conforming Goods
We maintain high quality control standards for our products. In the event that your rug arrives damaged or exhibits manufacturing defects upon delivery, you are entitled to a remedy, which may include a full refund or a replacement product.
- Evidence Collection: Please inspect your order immediately upon delivery. If any defect or damage is identified, contact our customer service via large@luxuryrugmall.com with details of the issue and clear photographic evidence showing the affected areas.
- Simplified Resolution: For confirmed damaged or defective items, a physical return of the bulky rug is generally not required. Upon verified photographic assessment, we will initiate either a complete refund or dispatch a replacement item based on your preference and stock availability.
4. Delivery Issues and Carrier Investigations
We cooperate with reputable premium carrier networks, including the priority services of DHL, FedEx, and UPS, to ensure reliable transit across Europe.
- Delayed Deliveries: If your shipment exceeds the estimated standard transit window, please contact our support team.
- Investigation Process: Upon receiving your notification, we will formally initiate a non-delivery investigation with the relevant carrier. These investigations are subject to the carrier’s standard operating timeframes.
- Resolution: Based on the formal findings and outcome of the carrier’s investigation (e.g., confirmation of a lost consignment), we will issue a full refund or arrange a priority replacement shipment.
5. Processing of Refunds
Approved refunds will be processed without undue delay and within 14 calendar days from either the date we receive the returned goods at our Lithuania facility or the date objective evidence of damage is accepted.
Refunds will be credited back exclusively to the original payment method used during the initial transaction. We accept major payment networks and digital payment options to facilitate these transactions, including:
- Credit and Debit Cards: Visa, Mastercard, American Express
- Digital Wallets and Electronic Payment Systems: Apple Pay, Google Pay, and compliant electronic wallet providers.
Please note that processing times may vary depending on your financial institution and payment network provider.
6. Contact Information
For any enquiries regarding cancellations, returns, or the status of an ongoing refund assessment, please reach out to our dedicated support address:
Email: large@luxuryrugmall.com
Website: www.luxuryrugmall.com
Brand Identitity: luxuryrugmall
