Returns & Exchanges Policy

Overview

At YourCarpet.com, we take great pride in the quality and craftsmanship of our handmade carpets and high-value goods. Each item is carefully inspected before shipping to ensure it meets our high standards.

Our Returns Policy

We offer the possibility of returning an item to customers from the European Union. EU customers have 30 calendar days from delivery to return items they have received without needing to provide justification — a commercial window that goes beyond, and fully contains, the statutory 14-day right of withdrawal described further below. Return shipping is free: we cover the cost of returning the item. Customers must ensure items are returned in undamaged, resalable condition and are securely packaged for transit. We will fully reimburse the purchase price of items returned in this manner within 14 days of receiving the returned items.

Please note that for tailor-made carpets which are fabricated on demand (example: a 4m by 1m machine-made carpet) we do not offer returns due to a change of mind. This is because items bespoke in dimension would be hard for us to resell in the future, and we reserve the right to deny such returns in accordance with the EU Directive 2011/83/EU, Article 16(c).

For non European Union customers, we do not accept returns due to a change of mind.

EU customers whose 30-day return window has expired, as well as Non-EU customers, have a right to returns only if one of the three exceptional circumstances below has transpired:

• Damaged Items: If your item arrives damaged, please contact us within two weeks with photos of the damage.
• Incorrect Items: If you received an item that differs from what you ordered, please contact us within two weeks with photos of the item you mistakenly received.
• Quality Issues: If you believe the item has significant quality issues or doesn’t align with its product description, please contact us within two weeks with photos of the item.

If one of the three above problems triggers a return, we will fully cover return shipping costs, for both EU and non EU customers.

In lieu of the above, before finalising a purchase, we strongly encourage our customers to:

• Carefully review product descriptions, dimensions, and photos
• Request additional information or photos if needed
• Consider ordering samples when available
• Contact our customer service team with any questions

The returns process

1. Contact our customer service team at info@yourcarpet.com or through our contact form.
2. Include your order number, detailed description of the issue and clear photos.
3. Our support team will review your request and respond within 2-3 business days.
4. Once we have confirmed the item return process, please ship the item/s to the following address: Spain, Marbella (Av. Luis Braille 18, 29670 Marbella, Málaga). You may also drop the item off in person at this address, provided you bring your order number or a confirmation email.
5. Before sending or bringing us the item, pack it securely, ideally in its original packaging. Pack it in the same condition you received it in.
6. Once we receive the returned item and verify its condition, we will refund you to your original payment method within 14 days of receiving the item.

Exchange Policy

Under specific circumstances, customers – inside or outside of the European Union – have the right to request an exchange of their item/s:

• Damaged Items: If your item arrives damaged, please contact us with photos of the damage.
• Incorrect Items: If you received an item that differs from what you ordered, please contact us with photos of the item you mistakenly received.
• Quality Issues: If you believe the item has significant quality issues or doesn’t align with its product description, please contact us with photos of the item.
• Unsatisfied with the Item: If you are not satisfied with the item you have received, but none of the three conditions above apply, we will still consider your case. Please contact us within two weeks of receiving your item.

Exchange requests stemming from one of the first three circumstances (an unambiguous problem with the item) will be automatically honoured.

Please note that all exchange requests stemming from a change of mind (the fourth category above) are evaluated on a case-by-case basis.

Once an item exchange is confirmed, we will arrange for us to repair the item, for the exchange of the item for another of the same kind (if applicable), or for an exchange for in-store items of your selection of the same monetary (check-out) value. When contacting us with the request to exchange an item, please clarify which of these three options is your preferred one. Returned items must be packaged securely for transit.

The exchange process

1. Contact our customer service team at info@yourcarpet.com or through our contact form.
2. Include your order number, detailed description of the issue and clear photos.
3. Our support team will review your request and respond within 2-3 business days.
4. Once we have confirmed the item exchange process, please ship the item/s to the following address: Spain, Marbella (Av. Luis Braille 18, 29670 Marbella, Málaga). You may also drop the item off in person at this address, provided you bring your order number or a confirmation email.
5. Before sending or bringing us the item, pack it securely, ideally in its original packaging. Pack it in the same condition you received it in.
6. Once we receive the returned item and verify its condition, we will ship you the replacement item(s).

If the exchange is triggered by one of these three conditions – item/s being damaged, item/s not matching what was ordered, or significant quality issues – we will cover return shipping costs. In all other scenarios, customers will have to cover return shipping costs themselves.

Cancellation

You may cancel your order free of charge at any time before it has been dispatched. Since our handling time is 0–1 business days, and orders placed before 17:00 CET/CEST qualify for same-day dispatch, cancellation windows can be short — contact us as soon as possible if you wish to cancel.

Once an order has been dispatched, it cannot be cancelled until the item has arrived. If you're an EU customer and no longer want the item after it arrives, you can return it instead. Returns are not available outside the EU, though damaged or incorrect items remain covered by our exchange process everywhere.

European Union Consumer Rights

For customers in the European Union, in accordance with EU consumer protection laws, you have the right to cancel your order within 14 days of receiving the goods without giving any reason. If you wish to exercise your right of withdrawal, you must inform us of your decision within the 14-day period. Although the law would allow us to pass on the direct cost of returning the item/s, under our returns policy above we cover it — return shipping is free.

This right may be exercised by means of the online withdrawal function in the Withdraw from Contract Here section of this page, which is also accessible through the Withdraw from Contract link in the footer of every page of this website.

Customers should also be aware of the following: in addition to the 14‑day withdrawal right, EU consumers benefit from a mandatory 2‑year legal guarantee of conformity for defects existing at delivery. Nevertheless, we encourage customers to let us know of any problems they detect with an item within as brief of a time-frame as possible.

Withdraw from Contract Here

In accordance with Article 11a of Directive 2011/83/EU, inserted by Directive (EU) 2023/2673 and applicable since 19 June 2026, we provide an online withdrawal function for distance contracts concluded through this website. It is available to consumers whose order was delivered within the European Union, for the duration of the 14-day withdrawal period described in this section. Only the consumer’s name, the order number and an email address for the acknowledgement of receipt are required.

The function comprises two steps: the entry of those details, followed by the activation of a confirmation function labelled Confirm withdrawal. Only this second step transmits the withdrawal declaration. An acknowledgement of receipt, stating the date and time at which the declaration was received, is sent by email without undue delay. A declaration confirmed before the expiry of the withdrawal period is deemed to have been made within that period.

Use of this function is not mandatory; a withdrawal may equally be declared through any of the channels listed in the Contact Us section of this policy.

International Orders

• Import duties and taxes are taken care of by us — we pay them so your order clears customs with nothing to pay on delivery.
• Return shipping for accepted returns is covered by us — within the EU under our 30-day free returns window, and everywhere else when a return is accepted under the exceptional circumstances described above.
• Please be aware that international exchange processing may take longer due to shipping and customs clearance.
• As explained above, returns may only be granted to non EU customers under exceptional circumstances, such as item damage, mix-up (receiving the wrong order) or misrepresentation.

Contact Us

If you have any questions about our Returns & Exchanges Policy, please contact us:

Policy Updates

This Returns & Exchanges Policy was last updated on the 17th of July, 2026. We reserve the right to modify this policy at any time. Changes will take effect immediately upon their being posted on the website, being applied to all future transactions only (changes are not retroactive).