Why Can't I Return a Custom Rug?
This is one of the most common questions we receive. We explain why custom-made rugs are not subject to the standard right of withdrawal.
Legal Basis
According to Article 38(3) of the Consumer Rights Act and EU Directive 2011/83/EU, consumers do not have the right to withdraw from contracts for goods:
- made to the consumer's specifications
- clearly personalized
A rug made to order (with chosen size, colors, pattern) meets these criteria.
Practical Reasons
1. Product Uniqueness A rug made to your order is one of a kind. We cannot sell it to anyone else.
2. Production Costs The artisan spends weeks weaving the rug. Materials are already used, work is done.
3. Fairness A return after completion would mean a loss for the artisan and the partner atelier — that wouldn't be fair.
What If the Rug Is Defective?
That's a different situation. You have full rights in case of:
- Product defects (e.g., damage, execution error)
- Non-conformity with contract (e.g., significantly different size than ordered)
In such cases, contact us — we'll handle the complaint according to law.
How Do We Minimize Risk?
- Detailed specification before production starts
- Photos for approval before shipping
- Clear communication at every stage
Have questions? Check our terms or contact us.