Politique de remboursement

Return & Refund Policy

Return Window

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Standard Rugs

If you’re not satisfied with your rug, you may request a return within 14 days of delivery.

To be eligible for a return, the item must be:

• Unused

• In its original condition

• In its original packaging

• Accompanied by a receipt or proof of purchase

Return shipping costs are the customer’s responsibility.
Items returned without prior approval will not be accepted.

Custom Rugs

Because custom rugs are made specifically for you, they are not eligible for return, exchange, or cancellation once production has begun.

Please review your design proof carefully before confirming your order.

Damages and Issues

Please inspect your order upon delivery.
If your rug arrives damaged, defective, or incorrect, contact us within 3 days of delivery with clear photos of the issue.

Depending on the situation, we will arrange a replacement or a refund.

How to Start a Return

To request a return or report an issue, please contact us at: return@torugrugto.com

If your return is approved, we will provide detailed return instructions.

Exchanges

We do not offer exchanges.
If you wish to purchase a different item, you may return the original item (if eligible) and place a new order once the return is approved.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, refunds will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at return@torugrugto.com.