Return Policy

Thank you for shopping at GownsVilla. We are committed to providing you with quality products and services. If you are not satisfied with the purchased goods, you can apply for a return according to the following return policy.

 

Returns and Exchanges

• We accept exchanges, but please note that we will not exchange for another identical product as each rug is unique.
• We are happy to accept returns. Simply contact us within 5 days (from the date of receipt, not the date of purchase) to let us know the problem. Simply return the rug in the same condition you received it within 14 days of receipt. Please note that the refund will be minus the initial shipping costs. If you would like us to send you a return label and arrange for a courier to collect the item, please contact us at customer@gownsvilla.com
• Please note that special items and items purchased through the door-to-door service are not returnable. You may exchange or partially exchange.

 

Our Policy Standard Returns

When you buy something from gownsvilla we want you to love it. However, if you change your mind (it does happen!), subject to the terms below, you have 5 days to confirm your return request and return the rug to us within 14 days of the delivery date. Please note that special sale items cannot be returned.

 

Our standard return rights are subject to the following conditions:

• Items must be returned in the same condition in which they were received. If any damage or faults are discovered, we will contact you and this may affect the amount of your refund. Rest assured, we understand that many handmade rugs will show wear and tear, so we carefully check the condition of each rug before it is sent out.
• The return period for full-priced items purchased in the US is 14 days from the date of delivery. However, if you wish to return the item, you must notify us within 5 days of the date of delivery. Please note that this does not affect your statutory rights.
• If you are returning an item that was delivered internationally, you still have the allotted 5 days to notify us, but of course we understand that delivery may take longer. We need to adhere to the 5-day policy to ensure that the rug is in the original delivery condition.
• Please note that all refunds will be minus delivery costs.

 

Return by post

• Please contact us first to let us know the reason for your return.
• We can arrange a return by courier. Simply email customer@gownsvilla.com with the weight and dimensions of your parcel and the date you would like it to be collected. We will then send you a label to print and attach to the parcel. Please ensure that the rug is well sealed to prevent damage in transit. We recommend that you use the packaging it was shipped in. If you have already disposed of the original packaging, it is best to use two layers of black garbage bags and secure them with strong tape.
• If you arrange a return yourself, please ensure that you send the parcel by secure or trackable means and keep proof of postage. gownsvilla is not responsible for lost items on returns.
• Please note that gownsvilla does not cover the postage costs of return items.

 

Refund Processing

Once we receive and inspect the product, we will refund you back to your payment account within 5-7 business days. Please note that the time it takes to receive the refund may vary depending on the bank or payment platform.

 

Thank you for your trust and support to GownsVilla and wish you a happy shopping!