Returns & Refunds
RETURNS & REFUNDS
We want you to be completely satisfied with your Kapetto rug. If it's not quite right, we offer a straightforward returns process.
RETURN POLICY
Our commitment
We accept returns of unused, undamaged items in their original packaging within 30 days of delivery.
To be eligible for return, rugs must be in pristine, unworn condition with all original tags and packaging intact.
EXCLUSIONS
Non-returnable items
Custom-made or bespoke rugs cannot be returned unless they arrive damaged or defective.
Rugs that have been used, placed on the floor, or show any signs of wear are not eligible for return.
PROCESS
How to initiate a return
Step 1: Contact Us
Email returns@kapettodesign.com with your order number and reason for return.
Step 2: Receive Authorization
We will provide a return authorization number and instructions within 24 hours.
Step 3: Ship the Item
Carefully package the rug in its original materials and ship to the address provided. We recommend using a trackable shipping method.
Step 4: Receive Your Refund
Once we receive and inspect the returned item, your refund will be processed within 5-7 business days.
SHIPPING COSTS
Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged or defective.
Original shipping charges are non-refundable except in cases of defective or incorrect items.
EXCHANGES
Product exchanges
We currently do not offer direct exchanges. To receive a different rug, please return the original item for a refund and place a new order.