Widerrufsrecht
Return and Refund Policy
Thank you for shopping with CeylanHomeRugs.
All of our rugs are made to order. Each rug is produced specifically for the selected design, size, shape, and base option chosen at checkout. Please review all product details carefully before placing your order, including size, material/base option, thickness, design, color, and care information.
How to start a return or refund request
To start a return, refund, cancellation, or order issue request, please visit:
https://account.ceylanhomerugs.com
You may also contact us at:
ceylanhomerugs@gmail.com
Please include your order number and the email address used at checkout.
EU/EEA and UK customers — 14-day right of withdrawal
If you are a customer in the EU/EEA or UK, you may have the right to withdraw from your purchase within 14 days of delivery.
The 14-day withdrawal period starts from the day you, or a person chosen by you, receives the item. If your order contains multiple items delivered separately, the 14-day period starts from the day the last item is delivered.
To use this right, you must notify us within the 14-day withdrawal period through:
https://account.ceylanhomerugs.com
or by contacting us at:
ceylanhomerugs@gmail.com
After notifying us that you wish to withdraw from your purchase, you must send the item back within 14 days.
Return shipping costs
Unless the item is damaged, defective, or incorrect, the customer is responsible for return shipping costs.
Returned items must be sent back in unused, clean, undamaged, and resellable condition, with appropriate protective packaging.
We recommend using a tracked shipping service. We are not responsible for return packages that are lost or damaged in transit.
Refund timing
Once we receive the returned item, or once you provide proof that the item has been shipped back, we will process the refund within 14 days.
Refunds will be issued to the original payment method.
We may withhold the refund until we have received the returned item or until you provide proof of return shipment, whichever happens first.
Standard outbound shipping refund
If your return is accepted under the right of withdrawal, we will refund the product price and the standard outbound delivery cost paid at checkout.
If you selected a premium, express, upgraded, or special delivery option, only the standard delivery cost will be refunded. Any extra cost for upgraded shipping is not refundable.
Exemptions from the right of withdrawal
The right of withdrawal does not apply to products that are made to the customer’s specifications or clearly personalized.
This includes, but is not limited to:
- Custom-size rugs
- Personalized rugs
- Rugs made with customer-provided images, logos, artwork, names, or text
- Rugs produced in a non-standard size or special proportion requested by the customer
- Any design that has been customized, altered, resized, recolored, extended, or adjusted at the customer’s request
These items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
Made-to-order rugs
Many CeylanHomeRugs products are made to order after purchase. If a rug is produced specifically for your selected size, shape, base option, or custom request, cancellation or return may be limited once production has started.
If you are unsure about sizing, material, or design proportions, please contact us before placing your order. We are happy to help you choose the most suitable option for your space.
Color and appearance
Product colors may appear slightly different depending on screen settings, lighting conditions, and room environment. Small color variations between the screen image and the final printed rug are normal and are not considered a defect.
Our rugs are digitally printed and low-profile decorative rugs. They are not thick, padded, or traditional high-pile carpets. Please review product photos, videos, and descriptions before purchase.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or incorrect, please contact us within 3 days of delivery.
Please include:
- Your order number
- Clear photos of the rug
- Photos of the packaging if the package was damaged
- A short description of the issue
After reviewing the issue, we may offer a replacement, repair solution, partial refund, full refund, or another appropriate resolution depending on the situation.
If a return is approved due to a confirmed defect or incorrect item, we will provide return instructions.
Cancellations
Because production begins quickly, cancellation requests must be sent as soon as possible after placing the order.
If production has already started, we may not be able to cancel the order, especially for custom-size, personalized, or made-to-specification rugs.
Unauthorized returns
Please do not send items back without starting a request first.
Unauthorized returns may not be accepted or refunded.
Contact
For return, refund, or order issues, please start your request here:
https://account.ceylanhomerugs.com
You may also contact us at:
ceylanhomerugs@gmail.com