1. General Information
1.1. This Refund and Returns Policy (hereinafter – Policy) explains how customers can return products and request refunds for purchases made through www.ruglyart.com, operated by Mustaches UAB.
1.2. By purchasing from our website, you acknowledge that you have read and agree to this Policy.
1.3. This Policy complies with the EU Consumer Rights Directive and the Civil Code of the Republic of Lithuania, which applies to all consumer transactions.
2. Eligibility for Returns
2.1. Customers have the right to withdraw from the purchase agreement within 14 calendar days from the date of delivery, without giving any reason, except for custom-made products (see Section 4).
2.2. To initiate a return, please email us at hello@ruglyart.com with the following details:
- Order number
- Full name
- Product name
- Reason for return (optional)
2.3. Returned products must be shipped within 14 days after notifying us of your intent to return.
2.4. Returned items must be: - Unused and undamaged
- In their original packaging
- Free of odors, stains, or alterations
- In the same condition as received
2.5. The customer is responsible for proper packaging and safe return shipping of the product until it reaches Rugly Art.
3. Refunds
3.1. Once we receive and inspect the returned product, a refund will be issued within 14 business days using the same payment method used for the original purchase, unless otherwise agreed.
3.2. If only part of an order is returned, the refund will cover only the returned item(s).
3.3. Shipping costs are non-refundable, except when the item was delivered damaged, defective, or incorrect.
3.4. If the product is returned damaged due to improper packaging or use, we reserve the right to deny a full refund.
4. Custom Orders
4.1. Custom-made or personalized rugs (produced according to your chosen size, colors, or design) cannot be returned or refunded, as they are made specifically for you.
4.2. Exceptions apply only if:
- The item arrives with a clear manufacturing defect, or
- The item does not match the approved design or specifications (e.g., wrong size or color).
4.3. In such cases, please contact us within 3 business days of delivery at hello@ruglyart.com and include clear photos of the issue.
4.4. We will offer one of the following solutions: - Replacement of the defective item, or
- A full refund if replacement is not possible.
4.5. In cases of defective or incorrect items, Rugly Art will cover the return shipping costs.
5. Return Address
Please return items to:
📍 Mustaches UAB
Pramonės g. 16F, Alytus, Lithuania
📧 hello@ruglyart.com
Please contact us by email before returning any product to confirm eligibility and receive shipping instructions.
6. Additional Information
6.1. Rugly Art is not responsible for delays, loss, or damage caused by incorrect address details provided by the customer.
6.2. If a return shipment is lost or damaged during transit, the sender (customer) is responsible for filing a claim with the carrier.
6.3. This Policy applies only to purchases made directly from our official website – www.ruglyart.com.
7. Contact Us
If you have any questions about returns or refunds, please contact our support team:
📧 hello@ruglyart.com
📍 Mustaches UAB, Pramonės g. 16F, Alytus, Lithuania