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 to Request a Return

Email contact@owncrafted.com within 30 days of delivery.
Include your order number and the reason for the return.
If the item is damaged, incorrect or defective, include clear photos or a video.
We will review your request and send you return instructions.

Free Return Shipping

OwnCrafted covers the cost of approved returns. We will provide a prepaid DHL return label. 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 DHL label and drop the package off at a DHL location or arrange collection where available.

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 our workshop. 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.