Return & Refund Policy

Effective Date: August 13, 2026

Website: www.fesrug.com

Contact Email: info@fesrug.com

At Fesrug, we want you to be completely delighted with your purchase. Every piece in our collection is 100% handcrafted with exceptional attention to detail. However, if you are not entirely satisfied with your purchase, we are here to help.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it—unused, unwashed, and free of any odor or wear.
  • The item must be in its original packaging.
  • Proof of purchase (order number or email confirmation) is required.

2. Non-Returnable Items (Final Sale)

Due to the labor-intensive nature of custom hand-knotted weaving:

  • Custom & Made-to-Order Rugs: Custom-sized or personalized rugs made specifically to customer specifications are non-refundable and cannot be returned, unless they arrive damaged or defective.
  • Items on Clearance/Final Sale: Items purchased under clearance promotions are non-refundable.

3. Return Shipping Costs

  • Customer Responsibility: Unless the return is due to a seller error (e.g., wrong item sent or item damaged during transit), the customer is responsible for paying all return international shipping fees.
  • We strongly recommend using a trackable shipping service (like DHL, FedEx, or UPS) and purchasing shipping insurance. We cannot guarantee that we will receive your returned item without tracking.

4. How to Initiate a Return

  1. Contact our support team at info@fesrug.com within 30 days of delivery, stating your order number and the reason for the return.
  2. Once your return request is approved, our team will provide you with the designated return shipping address and instructions.
  3. Pack the item securely in its original packaging and ship it back to us using a trackable courier service.

5. Damages and Issues upon Delivery

Please inspect your order upon reception.

  • If your item arrives damaged, defective, or incorrect, please email us immediately at info@fesrug.com within 48 hours of delivery with clear photos of the damaged item and packaging.
  • We will evaluate the issue right away and arrange a replacement or full refund at zero additional cost to you.

6. Refunds & Processing Time

  • Once we receive and inspect your returned item, we will send you an email notification confirming receipt.
  • If approved, your refund will be automatically processed to your original payment method (Credit Card, Stripe, or PayPal) within 5 to 10 business days.
  • Please note: Original shipping charges paid at checkout are non-refundable.

7. Contact Us

For any questions regarding returns, refunds, or exchanges, please feel free to reach out:

  • Email: info@fesrug.com
  • Website: www.fesrug.com
  • Phone / WhatsApp: +13235034340