Refund Policy

Returns: Goods that have been ordered and paid for can only be returned in the event of transport damage or a defect in the goods themselves. Returns are subject to the following conditions:

Transport damage: if a carpet is delivered with a defect as a result of transport damage, the damaged delivery must be claimed immediately from the service provider (e.g. shipping company, post office). The customer is obliged to obtain a damage report from the service provider (e.g. forwarding agent, post office). All transport damage must also be reported within 3 calendar days by means of photo documentation (damage to the packaging and damage to the carpet) by e-mail to info@vidal-teppiche.com to the online store.

Defects in the goods themselves: The ordered carpet must be inspected immediately upon receipt and any defects or deviations from the order must be reported within 3 calendar days by means of photo documentation by e-mail to info@vidal-teppiche.com to the online store (defective spot on the carpet/wrong delivery). .

The carpet that has been damaged during transportation or has a defect must be returned no later than 5 calendar days after receipt. After the allegedly damaged/defective goods have been returned, they will be checked by us. If damage/defects are found on the carpet, the purchase price (excluding any credit card charges) will be refunded within 10 calendar days of the customer providing their account details.

Incorrect purchase: If the buyer has made a mistake regarding the color or size of the rug, the rug will be exceptionally taken back after consultation with us and a credit note will be issued. The purchase price will not be refunded.