At acrokey, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your rug, we offer a straightforward returns and refunds process. Please read the information below for the full details on how our returns and refund policy works.
1. Return Eligibility
We accept returns on unused and unworn rugs that meet the following conditions:
- The rug must be in its original condition—unwashed, unaltered, and free of any signs of use.
- The rug must be returned within 30 days of delivery.
- Rugs must be returned with all original tags and packaging.
- Rugs that have been customized or personalized are not eligible for return.
Please Note: We cannot accept returns on rugs that have been used, cleaned, or damaged after delivery.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at yassinegool31@gmail.com within 30 days of receiving your order. Include your order number and the reason for your return.
- Return Authorization: Once we receive your return request, we will provide you with a Return Authorization Number and instructions on how to send your item back to us.
- Return Shipping: The customer is responsible for the return shipping costs unless the item was damaged or defective upon arrival.
- Packaging: Please pack the rug securely in its original packaging to prevent damage during return shipping.
3. Refund Process
Once we receive and inspect the returned item, we will process your refund to the original payment method within 5-7 business days. Please allow additional time for your bank or credit card provider to post the refund to your account.
Please Note: If the rug is returned in used or unsellable condition, we reserve the right to refuse a refund or issue a partial refund.
4. Exchanges
We currently do not offer direct exchanges. If you would like a different rug, please follow the return process for your original order and place a new order for the desired item.
5. Damaged or Defective Items
If you receive a damaged or defective rug, please contact us within 7 days of delivery. We will issue a full refund or replacement, depending on your preference. Please include:
- Photos of the damaged item
- Your order number
- Description of the issue
We will cover the return shipping cost for defective or damaged items.
6. Sale or Discounted Items
Items purchased with a discount, on sale, or through a promotional offer are subject to the same return policy as full-priced items. However, they may not be eligible for full refunds depending on the promotion or the specific terms of the sale.
7. Non-returnable Items
The following items cannot be returned or refunded:
- Customized or personalized items
- Gift cards
8. International Returns
For international returns, customers are responsible for the return shipping costs and any import duties or taxes that may apply. Please contact us to ensure you have the correct return address for your country.