Refund policy

Returns & Refunds

30-Day Return Window

You may request a return within 30 calendar 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, with its original packaging or equivalent protective packaging.

How to Request a Return

Email contact@owncrafted.com within 30 calendar 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 where available.
We will review your request and provide return instructions and a prepaid return label.

Please obtain return approval before sending your item back.

Free Return Shipping

OwnCrafted covers the shipping cost of approved returns. We will provide a prepaid DHL return label. There are no return shipping charges or restocking fees for approved returns.

Return Preparation

Roll and package the rug securely in its original packaging or equivalent protective packaging. Attach the prepaid DHL label and drop the package off at a DHL location, or arrange collection where available.

Keep your drop-off receipt or collection confirmation until your refund has been received.

Refunds

For an approved return, we initiate a full refund to your original payment method once the shipping company confirms that it has collected or accepted your returned item. You do not need to wait for the item to reach our workshop.

Your refund is expected to reach your original payment method within 5–8 calendar days of that carrier confirmation. These are calendar days, not business days. Actual posting times may vary depending on your bank or payment provider.

If your refund has not appeared after 8 calendar days, contact us at contact@owncrafted.com so we can investigate.

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 any available supporting photos or video.

OwnCrafted will provide an appropriate solution, including replacement or refund, and cover the related shipping costs. You do not need to provide photos of an item that was never delivered.

Cancellations

You may cancel your order within 24 hours of placing it for a full refund. To request cancellation, email contact@owncrafted.com with your order number within this period.

After 24 hours, production begins and standard cancellation requests are no longer accepted. This does not affect the pre-dispatch approval protection described below or your eligible 30-day return right after delivery.

Your Approval Before Dispatch

We provide final photos and a video of your finished rug for your approval before shipping. Your rug will not be dispatched without your approval.

If you do not approve the finished rug before dispatch, you may request a full refund, including when more than 24 hours have passed since you placed your order.

Non-Returnable Items

Items that have been used, washed, altered or damaged after delivery, or returned without prior approval, may not qualify for a return under this policy.

These conditions do not limit your rights concerning items that arrive damaged, defective or incorrect.