Exchange policy for rug damage or purchase withdrawal

The goal of Figalli Oriental Rugs is your complete satisfaction with the purchases made on our website. With a partnership built on respect and trust in mind, we have prepared the exchange policy described below.

To avoid any problems with the purchase of your rug, please pay attention to a few items when placing your order:

• photos, description, and technical specifications; (the rugs are very old and often show signs of use and restoration);
• product color (some products feature multiple colors, and the photo on the website does not always faithfully reveal the colors of the rug when seen in person);
• rug dimensions (check that there is enough space where the product will be placed)

Important

• 1. All matters involving an exchange or return must be communicated by e-mail. Rugs returned without this procedure will be sent back to the customer.
• 2. Refunds or the exchange of a defective rug will only be processed after the piece has been received and its condition assessed by our Quality Control department.
• 3. An exchange may be made only once. If the customer is not satisfied with the replacement rug, the piece may be returned, and only a refund of the amount paid will then apply.

Rugs will be returned to the customer with no right to replacement or refund in the following cases of rejection:

• Signs of improper use;
• Signs of accidental or deliberate damage;
• Natural wear resulting from use;
• Improper washing of the rug.

Upon delivery of the rug, refuse it and contact us by e-mail if you notice any of the situations below:

• tampered packaging;
• rug not matching the order.

If the rug you receive does not match the requested specifications, contact us and request its return. Returned rugs must be free of any intervention that could depreciate the piece, and must be accompanied by the invoice and tags.

Defective product

Within a period of up to 90 (ninety) calendar days from receipt of the rug, one of the following procedures applies to the exchange or return:

• 1. replacement of the rug with a similar one or with a store credit for use on the Figalli Oriental Rugs website;
• 2. refund of the amounts paid by the customer, as described in the “Refund of Amounts” section below;
• 3. a proportional reduction of the price.

If it is established from the outset that the rug cannot be restored, the customer may make use of one of the alternatives above as soon as the piece has been collected and it has been confirmed that it falls under this situation.

Figalli Oriental Rugs is exempt from any obligation to accept the exchange or return of any rug whose defect was caused by misuse on the part of the customer, or in cases of claims made outside the time limits established in this policy.

Change of mind

The customer may withdraw from the purchase within seven days from receipt of the rug. Purchase withdrawal requests will be accepted provided that:

• they are made by e-mail;
• they are made within seven calendar days of receipt of the rug;
• the rug is returned to Figalli always accompanied by the original copy of the sales invoice;
• it is essential to send at least one photo of the entire rug received, as sharp as possible, for the initial assessment.

If the above requirements are not met, Figalli Oriental Rugs will not accept the cancellation of the purchase. In that case, the collected rug will be returned to the delivery address, accompanied by a report on the problem identified, without any refund of amounts, and the entire return process will be cancelled.

The right of withdrawal results in the reversal of the purchase and, just as the consumer is entitled to a refund of the amounts paid, the seller is entitled to receive the rug in the same condition in which it was sold, with no sign whatsoever of damage to the piece or its structure being accepted.

Refund of Amounts

The amount paid by the customer for the rug and the corresponding shipping cost will be refunded according to the payment method used for the purchase, as explained below, and provided that the other conditions applicable to the case, as described in this policy, are observed. In the case of a partial return of the order, the shipping amount to be refunded will be proportional.

For payments made by credit card:
The refund may be credited within up to 2 (two) subsequent card statements. This procedure is the responsibility of the issuer of the card used.

For payments made by bank slip (boleto bancário):
Amounts will be refunded by bank transfer to a checking account held in the customer’s own name, as quickly as possible.

For payments made by online debit or deposit into Figalli Oriental Rugs’ checking account:
Amounts will be refunded by bank transfer to a checking account held in the customer’s own name, as quickly as possible (within 10 business days). If the customer does not hold a checking account, Customer Service will agree with the customer on how the refund will be made, as no credits will be granted to third parties.