Refund policy

Return and refund policy

We want you to be happy with your Tildita rug. If something is not right, please contact us as soon as possible.

Returns
You may request a return within 30 days after receiving your order. To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us using the contact information published on this website. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.

Preorder cancellations
Preorders may be cancelled within 2 days after placing the preorder. After this period, the order may already be in preparation or production and cancellation may no longer be possible.

Damages and issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Non-returnable items
We cannot accept returns for items that have been used, damaged after delivery, or returned without their original packaging. If a product is made to order or personalized, return eligibility may be limited unless the item is defective or damaged.

Refunds
Once we receive and inspect your return, we will let you know whether the refund was approved. If approved, the refund will be issued to your original payment method. Original shipping costs are not refundable unless the return is due to a defect, damage, or an error on our side.

European Union customers
If the order is shipped to the European Union, you may have a legal right to cancel or return your order within 14 days, unless an exception applies. Our 30-day return window is offered in addition where applicable.