Refund Policy

Last Updated: January 1, 2025
Website: www.oryrugs.com

At ORYRUGS, customer satisfaction is very important to us. As all our rugs are handmade and custom-made to order, our refund and return policy is limited but fair. Please read carefully.

1. Eligibility for Returns

  • Because our rugs are custom-made, returns are accepted only in cases of:

    • Items damaged during shipping

    • Defective or faulty products

    • Order errors caused by ORYRUGS

  • Change of mind, wrong size selection, or dislike of color/design are not eligible for returns due to the personalized nature of our products.

2. Return Process

  • You must notify us within 14 days of receiving your order at support@oryrugs.com.

  • Include your order number, photos of the item, and a clear explanation of the issue.

  • Our team will review your request and confirm if the return is approved.

  • If approved, the item must be returned unused, unwashed, and in its original packaging.

3. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 7 business days and credited to your original method of payment.

  • Shipping fees are non-refundable.

4. Exchanges

  • As each rug is unique and made to order, we do not offer direct exchanges.

  • If you wish to purchase a different product, you may place a new order after receiving your refund (if applicable).

5. Damaged or Defective Items

  • If your order arrives damaged, you must notify us within 48 hours of delivery.

  • Please provide photos of the damaged packaging and product.

  • We will arrange a replacement or a full refund, depending on your preference.

6. Non-Returnable Items

  • Any item not in its original condition, damaged due to customer misuse, or returned after the 14-day window cannot be refunded.

  • Gift cards and promotional items are also non-refundable.

7. Contact Information

For questions regarding returns or refunds, please contact us at:

ORYRUGS SAS
25 Rue de la République
75001 Paris, France

📧 support@oryrugs.com
📞 +33 (0)1 84 25 96 40