Refund 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 me at support@oasisrug.co , we will provide you with all instuctions on how to make a return. The buyer is responsible for all return shipping costs and for ensuring the item arrives back safely. I am 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 me immediately if the item is defective, damaged or if you received the wrong item, so I can evaluate the issue and make it right.

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 I will notify you once I'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 I approved your return, please contact me at support@oasisrug.co