Refund policy
Return & Refund Policy
Each rug is individually handcrafted to order using the finest alpaca wool and linen, with full traceability from animal to finished piece. This bespoke process ensures exceptional quality and a truly unique product.
Order Cancellation (European Union)
In accordance with European Union consumer protection laws, you have the right to cancel your order within 14 days of purchase.
However, as each rug is made to order, this right applies only before production has begun. Once production has started, the order can no longer be cancelled.
Returns & Exchanges
Due to the custom, made-to-order nature of our rugs, we do not accept returns or exchanges.
We encourage you to carefully review all product details before placing your order. If you need assistance, we are happy to help at info@aureep.com.
Natural Materials & Craftsmanship
Our rugs are created from natural alpaca wool and linen and woven by hand. Subtle variations in color, texture, and weave are an inherent part of these materials and the artisanal process.
These characteristics are not considered defects, but rather a reflection of authenticity and craftsmanship.
Damages or Incorrect Items
Each rug is carefully inspected and presented in a protective magnetic closure box before shipment.
Please inspect your order upon delivery. If your item arrives damaged or if you receive an incorrect item, contact us immediately at info@aureep.com .
We will evaluate the issue and, where appropriate, offer a replacement or refund.
Refunds
Refunds are issued only in cases where an item is confirmed to be defective or incorrect.
Once your request is reviewed and approved, your refund will be processed to the original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.
Contact
For any questions regarding your order, please contact:
info@aureep.com