Our priority is to ensure customer satisfaction, but we understand that there may be situations when you need to return a product. Below you will find all the relevant information on our return policy.

 

How to make a return
You have the right to return the product within 14 days from the date of receipt, in accordance with current legislation. To start the return procedure, request authorisation in your reserved area. Simply enter my orders, select the order in question and send the request from the form provided. Please indicate the product you wish to return and the reason why you are requesting to return it.
You will then receive an email confirming that your request has been sent. We will contact you within 24/48 H to schedule the return. If you are unable to carry out the above-mentioned correct procedure, we invite you to request the return by e-mail by writing to [email protected] and attaching a copy of the order or its ID no. identification number. 

Return conditions
The product must be returned in the same condition in which it was received, unused, undamaged and in its original packaging, complete with all documents and accessories. It is the customer's responsibility to ensure that the product is properly packed to avoid damage during transport. Once the returned product has been received at our warehouse, it will be subjected to a quality check to verify that it complies with the above conditions. If the product does not comply with these conditions, the return may be refused or partially refunded. 

Return costs
The cost of return shipping is the responsibility of the customer. However, you will not be required to pay for the original shipping offered by us free of charge (for shipping within Italy). The customer may choose to return the material by any courier he wishes. If he/she does not have a courier, he/she may request one of our approved couriers, whose details we will provide. In this case, the cost of the return shipment will be deducted from the amount to be refunded, in the same payment method used for the original transaction.  

Product exchange
At the moment, we do not offer the possibility to exchange or exchange products directly. If you wish to exchange a product, you must first make a return and then proceed with a new order. There are no automatic refunds for price differences between products or different orders.

Refunds
Once we receive your return and complete the quality check, we will refund the amount paid for the product within 7/10 working days. The refund will be made using the same payment method as the one used for the purchase.

Non-returnable products
Customised or custom-made products cannot be returned, unless there are defects or non-conformities.

Quality check
All returned products undergo a thorough quality check in our warehouse. We check that the products are in the same condition as they were sent, with no signs of wear, damage or alteration. If the return does not meet the conformity criteria, we reserve the right to refuse it or to apply a reduction of the refund in proportion to the damage found. We do not accept returns of used or washed carpets. 

How to contact us
For more information or for assistance with the return process, please contact us via our contact form online, by email at [email protected] or by calling our customer service team by phone or Whatsapp at + 39 3208321745. Customer service is available 7 days a week, and is made up of people!