Refund policy
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at support@oasisrug.co and we will provide you with all instructions on how to proceed. The buyer is responsible for all return shipping costs and for ensuring the item arrives back safely. We are not responsible for items lost or damaged during return shipping. Items sent back without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Order Cancellations
Orders may be cancelled within 15 minutes of purchase. This window exists to cover accidental orders or unauthorized purchases only. To request a cancellation within this window, contact us immediately at support@oasisrug.co with your order number.
After 15 minutes, we are unable to guarantee a cancellation or refund. Once an order is placed, we begin processing immediately, which includes purchasing shipping labels and starting production on your rug. These costs are incurred on our end and cannot be recovered, which is why we are unable to cancel or refund orders outside this window.
If you believe your situation warrants an exception, you are welcome to contact us and we will review it at our discretion. We are not obligated to issue a refund outside the cancellation window but will always try to be reasonable where we can.
Custom Rugs — Non-Returnable (All Regions Including EU)
Custom rugs are made to order for the individual customer and are therefore non-refundable and non-returnable. This applies worldwide including the European Union. As per EU Consumer Rights Directive Article 16(c), goods made to the consumer's specifications or clearly personalised are exempt from the standard 14-day withdrawal right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union — Standard Rugs Only
If you are located in the European Union and purchased a standard (non-custom) rug, you have the right to return your order within 14 days for any reason. Your item must be in the same condition that you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase. Return shipping costs are the buyer's responsibility.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@oasisrug.co.
10-Year Warranty
At OasisRug, we stand behind the quality of every rug we produce. That's why we offer a 10-year warranty on all standard rugs against manufacturing defects and structural failure. We are confident in what we make, and this warranty is our commitment to that.
What the Warranty Covers
- Structural integrity: the rug coming apart at the seams, backing detaching, or the pile separating from the base under normal use
- Significant color fading: major visible color degradation that goes well beyond natural aging under normal indoor conditions
- Weaving or production defects that were present at the time of purchase and affect the usability or appearance of the rug
What the Warranty Does Not Cover
The warranty does not apply in the following situations:
- Use in high-traffic areas such as hallways, entryways, or staircases
- Use as a doormat or in any area where the rug is subject to heavy or constant foot traffic
- Outdoor use or exposure to weather, moisture, or direct sunlight for extended periods
- Water damage, flooding, or improper cleaning methods
- Pet damage including scratching, chewing, soiling, or staining
- Stains, spills, or soiling of any kind
- Human or animal bodily fluids
- Intentional or negligent misuse
- Minor color variation or gradual natural aging, which is expected over time and not considered a defect
- Damage caused by improper storage or moving
- Custom rugs, which are excluded from this warranty due to their made-to-order nature
To maintain warranty eligibility, the rug must be used indoors on a clean, dry surface and cared for according to standard rug care guidelines.
How Warranty Claims Are Resolved
We handle all warranty claims on a case by case basis. Our first option is always to send a replacement of the same or equivalent rug. If the same rug is no longer available, we will issue store credit to the value of the original purchase. We do not issue refunds to the original payment method under warranty claims.
To submit a warranty claim, contact us at support@oasisrug.co with your order number, a description of the issue, and clear photo or video evidence showing the defect. We will review your submission and respond with our assessment.
A Note on Fair Use
This warranty exists because we believe in what we sell and want our customers to have peace of mind. We offer it in good faith and expect it to be used in good faith. Any attempt to misrepresent the condition of a rug, fabricate damage, or exploit this warranty to obtain a free replacement or credit will be treated as a fraudulent claim. We reserve the right to refuse any claim we determine to be dishonest and to take appropriate action where fraud is suspected. The 10 year warranty starts on the day the rug is purchased and ends after 10 years and 1 day the purchase date.