Returns and Exchanges Guide

You can open a return or exchange request within 14 days of the delivery date. The process runs through your order account in the steps below. This page is a summary; the full terms are set out in the Return Policy and the Distance Sales Agreement.

Go to my orders
  • 14 daysto open a request
  • Shipping on usreturns and exchanges
  • 3 business dayspayment refund after eligibility approval
  • One requestper order

Before you start

Time limit
A return request must be started within 14 days of delivery at the latest.
Condition
The product must be unused, free of stains and odours, and suitable for resale. All original packaging, labels, accessories and protective materials must be included in the shipment.
Inspection and use
After delivery, you may unroll the rug on a clean floor to inspect it. Products that have been walked on with shoes, have had furniture placed on them or show signs of use are treated as used products and are not accepted for return. Furniture marks, distorted pile direction, crushing, shedding, a change in colour tone, creasing, fold marks or signs of use are grounds for rejecting a return.
Hygiene
Products found to have been used in environments with pets, or that are not suitable for resale because of pet hair, odour, dust or hygiene, are not accepted for return.
Not covered
All rugs in the Custom Size Rugs category (excluding standard sizes) are cut to order from rolls and made specifically for you, and are therefore excluded from returns. One-of-a-kind products cannot be exchanged. Washed products are excluded from warranty, returns and exchanges.
One request
Only one return or exchange request can be created per order number. Even if several products were purchased in one order, all products being returned or exchanged must be included in a single request and a single shipment.

Full terms: Return Policy

Step by step

  1. Sign in to your orders

    Press Go to my orders and enter the email address you used for your order. A one-time sign-in code is sent to that address; you do not need to create an account.

  2. Create your request

    Open the order you received. Use Request a return to return it, or Request an exchange for a different size, colour or another rug. Select the product, state your reason and add photos showing the product’s current condition. Submit your request.

  3. Receive your return code

    We respond to your request within 48 hours. This may take longer during busy campaign periods. Once your request is approved, your return code and the last shipping date are sent to you on WhatsApp. You must hand the package to the carrier by the date in the message; otherwise, the code is cancelled.

  4. Pack the rug and hand it to the carrier

    Secure and sturdy packaging is mandatory so that the product is not damaged in transit. The customer is responsible for damage caused by inadequate packaging. Include the original packaging, labels, accessories and protective materials, and write your return code and name on the package. Within Türkiye, you can call your nearest Yurtiçi Kargo branch to have the rug collected from your address, or drop it off at the branch yourself. For orders outside Türkiye, returns are handled by DHL. Carpetdocia covers the return shipping cost.

  5. Inspection and refund

    Products that reach our warehouse are inspected by our expert team. Once the product has reached our warehouse and has been approved as eligible, your payment is refunded, depending on your payment method, within 3 business days at the latest. Return requests found unsuitable may be rejected; in that case the product is sent back to you.

If you requested an exchange

Outbound and return shipping for exchanges is covered by Carpetdocia. Your new product is sent after the product you returned reaches our warehouse and has been inspected. If the new product costs more, the difference is calculated with the discounts applied to your order preserved and is paid through the payment link we send you, and the new product is shipped once the difference has been paid. If the new product costs less, the difference is refunded to the card you paid with after the product you returned reaches our warehouse. Each product can be exchanged only once; a product received through an exchange cannot be exchanged again or returned.

If your product arrived damaged, defective or incorrect

You can report it through the Contact Form or on WhatsApp. The report must include: your order number, the delivery report drawn up with the courier at delivery, photos and/or video clearly showing the condition of the product, and a detailed description of what happened. The time limit and the conditions for assessment are set out in the Return Policy.

Frequently asked questions

Do I need to create an account?

No. You sign in with the one-time code sent to the email address you used for your order.

Who collects the rug, and do I need to take it to a branch?

Within Türkiye, you can call your nearest Yurtiçi Kargo branch to have the rug collected from your address, or drop it off at the branch yourself.

Who pays for shipping?

Carpetdocia covers the shipping cost for returns and exchanges.

When is my payment refunded?

Once the product has reached our warehouse and has been approved as eligible, your payment is refunded, depending on your payment method, within 3 business days at the latest.

Can a custom-size rug be returned?

No. Custom-size rugs are made specifically for you and are therefore excluded from returns.

Can I return several products separately?

No. All products being returned or exchanged must be included in a single request and a single shipment.

What is the refund amount for a discounted purchase?

The refund amount is calculated on the net amount paid at the time of the order.

What happens with orders invoiced to a company?

For orders with a corporate e-Invoice, you must first upload your return invoice for a return or exchange. We will notify you via WhatsApp after the upload.

Help

Phone and WhatsApp: 0850 303 63 52 · Message us on WhatsApp

E-mail: info@carpetdocia.com · Contact Form

Related pages: Return Policy · Shipping and Delivery · Care and Warranty · Distance Sales Agreement

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