Refund policy

Return, Exchange & Refund Policy

At Anatolia Looms, we want you to feel confident when purchasing one of our unique handmade rugs. As many of our pieces are vintage, antique or one-of-a-kind, natural variations, signs of age and character are part of their individuality.

CHANGE-OF-MIND RETURNS

If you change your mind, you may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return:

• The item must be in the same condition as received.
• The item must not have been used, washed, altered or damaged after delivery.
• The item should be returned with its original packaging where reasonably possible.
• Proof of purchase is required.

Customers are responsible for arranging and paying the return shipping costs for change-of-mind returns.

We recommend using a tracked and insured shipping service, as the customer is responsible for the item until it is received by Anatolia Looms.

Once the returned item has been received and inspected, we will notify you of the outcome. If approved, the refund will be issued to the original payment method.

Original shipping charges, where applicable, are not refundable for change-of-mind returns.

EXCHANGES

We offer exchanges within 14 days of delivery.

To be eligible for an exchange, the item must be returned in the same condition as received and must not have been used, washed, altered or damaged after delivery.

Customers are responsible for return shipping costs and any applicable shipping costs for the replacement item.

As many Anatolia Looms rugs are one-of-a-kind, an identical replacement may not be available. In this case, you may select another available item, subject to any price difference.

VINTAGE & HANDMADE CHARACTERISTICS

Many of our rugs are handmade, vintage or antique. Variations in colour, weave, dimensions, texture, pattern, fading, repairs and other signs of age or handmade production may occur.

These characteristics may form part of the individual character and history of the rug and are not necessarily considered faults.

We make every reasonable effort to accurately photograph and describe each item. Please review the product photographs, description, dimensions and condition information carefully before purchasing.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please contact us as soon as possible if your order arrives damaged, faulty, materially different from its description, or if you receive the wrong item.

Where a product does not meet the consumer guarantees under the Australian Consumer Law, your rights are not limited by our 14-day change-of-mind return period or 14-day exchange period.

Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.

Where we confirm that an item has a problem covered by the Australian Consumer Law, we will also meet our obligations regarding reasonable return costs.

INTERNATIONAL ORDERS

International orders are eligible for the same change-of-mind return and exchange conditions set out above.

For international returns, the customer is responsible for arranging and paying return shipping and any customs duties, taxes or clearance fees charged on the return shipment.

For orders to the United States, import duties and taxes collected at checkout are refunded only to the extent they can be recovered from the customs authority or carrier.

For other international destinations, import duties and taxes paid by the recipient on delivery are paid to the destination country and cannot be refunded by Anatolia Looms.

If an international delivery is refused or not collected, including where import charges are not paid, the order will be returned to us. Once received, we will refund the order less the actual outbound shipping cost, return shipping cost and any charges incurred.

This section does not limit any rights you may have under the Australian Consumer Law or other applicable consumer law.

CANCELLATIONS

Orders may be cancelled before they have been fulfilled.

Once an order has been fulfilled or dispatched, it can no longer be cancelled and our return and exchange conditions will apply.

REFUNDS

Approved change-of-mind refunds will be issued to the original payment method after the returned item has been received and inspected.

Please allow additional time for your bank or payment provider to process and display the refund.

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

CONTACT US

For return, exchange, cancellation or product-related enquiries, please contact:

Anatolia Looms
ABN: 70 956 856 844
Email: hello@anatolialooms.co
Call Phone : +61 432 529 072
WhatsApp : +61 452 323 893
Melbourne, Victoria, Australia
Website: anatolialooms.co