Customer satisfaction is our top priority. You may request a return for any item in its original condition within fourteen (14) days of receiving your order.

Once your return request is approved, the item must be shipped back within 7 days, fully insured for its full value and carefully packaged to prevent damage during transit. Return shipping costs are the responsibility of the buyer.

We do not accept:

  • Returns requested after the 14-day return period

  • Items that are not in their original condition, including any signs of use, damage, alterations, or cleaning

Returned items must be sent to our warehouse in Istanbul, Turkey. Return address details will be provided after your return request is approved.

Customs Duties & Taxes

For all countries except the United States, if customs duties, VAT, or GST were prepaid by us on your behalf, these amounts will be deducted from your refund, as shipping carriers do not process tax refunds on returned shipments.

Wrong or Damaged Items

If we have made a fundamental error—such as sending the wrong item or if the item arrives damaged—you will be entitled to a full refund, including shipping costs.

If your order shows visible damage upon delivery, please inspect it in the presence of the courier whenever possible and notify them immediately. If feasible, take photographs of the damaged package and item. Contact us as soon as possible and retain all original packaging materials.

Return Authorization

Before sending any item back, please complete the return request form or contact us via email at info@theluxuryrug.com to receive return authorization and instructions. Unauthorized returns may not be accepted.

Items must be returned in the same condition as sold, with no damage, alterations, or signs of use.

Undeliverable & Unclaimed Shipments

Orders that are returned to us due to:

  • Customer unavailability after multiple delivery attempts

  • Rejection of delivery

  • Failure to pay applicable customs charges

will incur charges for both the original shipping and return shipping costs.

In rare cases, if a shipment is sent to an overgoods or disposal facility by the carrier due to lack of response from the recipient, no refund can be issued. Any additional shipping or handling fees charged by the carrier are the responsibility of the customer.

Customers retain the right to return items after successful delivery (except where prohibited), provided the item has not been disposed of by the carrier.