Refund policy

HOW TO RETURN A PRODUCT?

  1. You have 14 days to notify us of your withdrawal from the contract, i.e., your intention to return products purchased from our store. You can do this by sending an email to: hello@riadloom.pl
  2. Within 14 days of requesting a return, please ship the products securely to the following address: Riad Loom, ul. Księdza Jerzego Popiełuszki 22/207, 80-864 Gdańsk.
  3. A refund will be issued within 14 days of your cancellation request. We reserve the right to withhold the refund until we receive the product or confirm its return.

Would you like more information about returns?
Please review our Return Policy or contact us at: hello@riadloom.pl.

Returns and Complaints Policy

  1. Every customer has the right to cancel the contract within 14 days of receiving the product.
  2. To exercise the right to cancel the contract, the customer must send the seller an unambiguous statement via email to hello@riadloom.com within 14 days of receiving the order.
  3. In the event of withdrawal from the contract, the Customer is required to return the product in undamaged condition. The return must be shipped immediately to the following address: Riad Loom, ul. Księdza Jerzego Popiełuszki 22/207, 80-864 Gdańsk, no later than 14 days after notifying the Seller of the withdrawal from the contract.
  4. The funds will be refunded using the same payment method used for the purchase, unless the Customer agrees to an alternative solution, without incurring any additional costs. The cost of returning the product is covered by the Customer.
  5. In the event of defects in the merchandise, the Buyer has the right to file a complaint under the warranty or guarantee (if provided).
  6. Natural shedding of wool, hand-tufted rugs does not constitute grounds for a complaint.
  7. Complaints may be submitted via email to: hello@riadloom.com or by mail to the store’s address.
  8. The complaint should include: the Customer’s information, order number, a description of the defect, the date it was discovered, and the Customer’s request (repair, replacement, price reduction, or refund).
  9. The seller will review the complaint within 14 days and notify the customer of the decision via email or in writing. Failure to respond within this period constitutes acceptance of the complaint.
  10. A refund for an accepted complaint will be issued within 14 days of its approval to the account specified by the customer.
  11. The Seller does not accept shipments sent cash on delivery.