Returns & Exchanges

Returns

As a guarantee that you are satisfied with the purchase of your carpet or Dicarpet product, we offer a money-back guarantee. The customer has 30 days from the date of receiving the carpet and has the right to request the return of the product and claim the amount paid.

The money will be returned once the carpet or the product has arrived at the Dicarpet facilities and once it has been reviewed, without alterations and without having been used, a refund of the amount will be ordered.

To avoid damage in transit, be sure to pack the mat in the same way it was delivered to you.

Return Process

If you wish to return your carpet, please first contact our customer service team for further instructions and assistance. To contact us, you can send an email to [email protected]. It is your responsibility that the carpet is returned to our warehouse without any damage.

Deadline for shipping after notification: Once you have notified us of your intention to return the product, you will have a maximum period of 14 days to send the product to our facilities. This period starts from the date you notify us of your decision to return.

In the event that a carpet is returned without a carpet label issued by Dicarpet.com, the customer will be responsible for paying all expenses incurred, such as shipping costs and any other additional import charges or records.

In the event that a carpet is not returned in the same condition in which it was sent, the return will not be accepted and the customer will be notified and asked if they want the carpet to be returned at their expense.

Important Note

Failure to comply with the 14-day shipping deadline after notification may result in denial of the return. Be sure to initiate the return process as soon as possible to avoid any inconvenience.

Damages or errors in delivery

In case there is a problem with your order at the time of delivery, contact us at customer service, or by sending an email to [email protected]. The error must be reported up to a maximum of 24 hours after delivery.

If the outer packaging shows very noticeable damage upon delivery, do not open the package. Document the damage with photos and report it directly to the UPS company.

Each customer is entitled to take advantage of free shipping and returns once per order. In the event that the provided address is incorrect and the package cannot be delivered, a second delivery attempt will be offered at no additional charge.

If the customer decides to return the rug after the second delivery attempt, the cost of the second shipping and return will be deducted from the refund amount. If the delivery cannot be made on the second attempt due to an incorrect address, the customer will be responsible for associated shipping and return charges. In the event that the customer cannot be reached after the second delivery attempt, the customer will be responsible for any additional costs associated with returning the order.