Returns & Refunds
30-Day Return Window
You may request a return within 30 days of delivery. This policy applies to eligible physical products, including made-to-order and custom-size rugs.
To qualify for a return, the item must be unused, clean, undamaged and returned in its original condition and packaging.
How Returns Work
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Email contact@owncrafted.com within 30 days of delivery with your order number.
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We reply within 1–2 business days with your return instructions and a prepaid return label.
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Roll and pack the rug, attach the label, then drop it off or book a pickup.
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Your refund starts as soon as the carrier scans your parcel. You don't wait for it to reach us. Expect it within 5–8 calendar days.
If the item is damaged, incorrect or defective, include clear photos or a video in your email.
Returns go to the address on your prepaid label. Please don't send items to any other address.
Free Return Shipping
OwnCrafted covers the cost of approved returns. We will provide a prepaid return label (DHL, FedEx or another tracked carrier). Customers do not pay the return shipping cost.
Return Preparation
Roll and package the rug securely in its original packaging, or in equivalent protective packaging. Attach the prepaid label and drop the package off at the carrier location shown in your instructions, or book a pickup.
Refunds
For an approved return, we arrange a full refund to your original payment method once the shipping company confirms it has collected your item. You do not need to wait for the item to reach us. The refund is expected to reach you within 5–8 calendar days from that confirmation, including weekends and public holidays. Actual posting time may vary with your bank or payment provider.
Damaged, Incorrect or Lost Orders
If your order arrives damaged, is different from the item you approved, or is lost during shipping, contact us as soon as possible with your order number and supporting photos or video. OwnCrafted will provide an appropriate solution, including replacement or refund, and cover the related shipping costs.
Cancellations
You may cancel within 24 hours of placing your order. After 24 hours, cancellation is no longer available because production begins. This does not affect the pre-dispatch approval and 30-day return protections below, or any mandatory rights under applicable law.
Approval Before Dispatch
We do not ship without your approval. If you do not approve the finished rug before dispatch, you may request a full refund.
Non-Returnable Items
Items that have been used, washed, altered, damaged after delivery, or returned without approval may not qualify for a refund.
Contact
Email: contact@owncrafted.com