Warranty and complaints
We care about our rugs and do everything we can to deliver them to you in top condition. Nevertheless, it is possible that an order is damaged during transport or that something else happens that entitles you to a warranty claim.
All items you buy from us come with a 6-month warranty, starting on the day you receive the order.
If you make a warranty claim, you send the product back to us so that we can assess whether we can make the product (or have it made), replace the product or reimburse the costs. If it turns out that the damage is indeed covered by the warranty, we will also reimburse any shipping costs afterwards.
Of course we do everything we can to prevent complaints at all times.
It can always happen that something doesn't go quite as planned. We recommend that you first make complaints known to us by emailing firstname.lastname@example.org. You will receive a response from us within 48 hours. Sometimes a substantive response can take more time. We strive to resolve complaints to your full satisfaction within a week.
If this does not lead to a solution for your complaint, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten /dispute.
From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found athttp://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to deposit your complaint via the platform of the European Union.