Return & Refund Policy

Last updated: August 26, 2026

At Eastory Rugs, every rug is a unique vintage or antique piece, carefully selected, professionally cleaned, photographed, and described before being offered for sale.

Because our rugs are one-of-a-kind pieces with individual characteristics, we ask that you carefully review the product photographs, measurements, condition description, and other product information before placing your order.

1. Returns

We accept returns within 14 days of delivery.

To be eligible for a return:

The return request must be submitted within 14 days of the date the rug was delivered.
The rug must be returned in the same condition in which it was received.
The rug must not have been altered, washed, repaired, cut, damaged, stained, or otherwise modified after delivery.
The rug must be securely packaged to prevent damage during return shipping.
The return must be shipped using a trackable shipping service.

Because each rug is a unique one-of-a-kind piece, exchanges are generally not available. If you return a rug, you will receive a refund rather than an exchange for another piece.

2. How to Request a Return

Before sending a rug back, please contact us at:

Email: eastoryrugs@gmail.com
Website: eastoryrugs.com

Please include:

Your order number
Your name
The name of the rug
The reason for the return
Photos of the rug, if the return is related to damage or a condition issue

We will provide the return instructions and return address after reviewing your request.

Please do not send a return to the address on your shipping label or to any other address without first contacting us.

3. Return Shipping Costs

For returns due to a change of mind or personal preference, the customer is responsible for the return shipping costs.

For international returns, the customer is also responsible for any costs associated with returning the item, including applicable shipping, customs, duties, or other charges, unless the return is due to an error on our part or the item arrived damaged.

If an item arrives damaged or materially differs from its description, please contact us immediately with photographs before returning the item. We will work with you to resolve the issue.

4. Damaged or Incorrect Items

Every rug is inspected and photographed before shipment.

If your order arrives damaged, or if you believe you received an item different from the one you ordered, please contact us within 48 hours of delivery and provide clear photographs of:

The rug
The packaging
Any visible damage
The shipping label

Please keep the original packaging until the matter has been resolved.

We will review the situation and, where appropriate, arrange a replacement or full refund.

5. Vintage & Antique Rug Characteristics

Our rugs are vintage and antique pieces and may naturally contain signs of age and previous use.

Variations in color, texture, pile height, minor wear, repairs, fading, abrash, irregularities, and other characteristics consistent with age and traditional handweaving are considered part of the character and authenticity of these rugs.

These characteristics are not considered defects when they are disclosed in the product description or visible in the product photographs.

Because colors can also vary slightly between screens and devices, minor differences between the colors displayed on your screen and the physical rug are not considered a defect.

6. Refunds

Once your returned rug has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow your payment provider and/or bank additional processing time for the refund to appear in your account.

For payments made by credit or debit card, the time required for the refund to appear may vary depending on the customer's bank or card issuer. PayTR states that refunds generally appear within 1–3 business days for credit cards and 7–14 business days for debit cards, depending on the bank.

7. Refund Amount

If the return is approved because of a change of mind or personal preference, the original purchase price of the rug will be refunded.

Original shipping charges, where applicable, may be non-refundable depending on the destination and applicable consumer protection laws.

Where a return is due to an error on our part, a materially inaccurate description, or damage that occurred before delivery, we will work with the customer to provide an appropriate remedy in accordance with applicable law.

8. Unclaimed or Refused International Shipments

If an international shipment is refused, abandoned, or returned to us because the customer failed to accept the delivery or complete required customs procedures, the original shipping costs and any return shipping, customs, duties, or related charges may be deducted from the refund.

This does not affect any mandatory consumer rights that apply under applicable law.

9. Statutory Consumer Rights

Nothing in this policy limits or excludes any mandatory rights that you may have under applicable consumer protection laws.

For customers purchasing under Turkish consumer protection law, statutory cancellation and refund rights apply where required by law. Turkish distance-sales regulations generally provide consumers with a 14-day withdrawal right, subject to the applicable legal exceptions.

For customers located in other jurisdictions, mandatory consumer protection rights applicable to their purchase remain unaffected.