Refund policy

Return & Refund Policy

At AlaRug, we want you to love your rug. We know buying a handmade or vintage rug online is not always easy, so we keep our return process fair and simple.

30-Day Returns

You have 30 days after receiving your rug to request a return. To start a return, email us at info@alarug.com with your order number. Rugs sent back without contacting us first can’t be accepted.

Condition of Rugs

Please send the rug back unused and in the same condition you received it, in its original packaging if possible. If a rug has been used or washed, or has stains or strong odors, we may not be able to refund it. Small weaving variations or slight color differences are normal for handmade rugs and make each piece unique, so they are not considered defects.

Return Shipping

Returns are shipped back to our warehouse in Turkey:
AlaRug, Hoca Ahmet Yesevi Mah. Sufle Sok. No: 22/1, 44900 Yeşilyurt, Malatya, Turkey

Once your return is approved, we’ll send you instructions for shipping it back. Return shipping is paid by the customer unless the mistake was ours (a wrong or damaged rug). In that case, we cover the return shipping.

Wrong or Damaged Items

Please inspect your rug when it arrives. If you received the wrong rug or it arrived damaged, contact us right away with photos so we can make it right.

Refunds

Once we receive and inspect your rug, we’ll let you know by email whether your refund is approved. Approved refunds go back to your original payment method and may take 5–10 business days to appear, depending on your bank. Import duties or taxes paid to customs in your country are not refundable by us.

Exchanges

Prefer a different rug? If it’s in stock, we’ll happily arrange an exchange. If not, you’ll get a refund.

Non-Returnable Items

Custom rugs made especially for you
Discounted sale items
Gift cards

We’re Here to Help

If you’re unsure about anything or need advice, email us at info@alarug.com with your order number. We’re a family business, and we’ll do our best to help you quickly and kindly.