Refund policy

At Reals Rugs, all products are unique and produced only once ordered. Due to the custom nature of our products, returns and exchanges are not supported if you ordered the wrong size, color, or simply changed your mind.

Damages and issues
However, in case of a damaged product or a manufacturing error, Reals Rugs offers a free replacement or a refund if you contact us within 30 days of product delivery. Please contact us at sofia@realsrugs.com with the requirements below.

You must include:

1. Photos of the item(s), the original packaging, and the shipping label

2. Your order number or the email used to place the order

If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

We may require you to send back the product(s). If so, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you if your refund request has been accepted, and if it was, we will notify you when the refund is sent.

If you were asked to return your item, we will contact you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sofia@realsrugs.com.