Refund policy

Thank you for your purchase, we hope it made you happy.

However, if you need to return an item, or exchange it, we are happy to help. Please find below more information on our return policy.

1- RETURN PROCESS

All returns must be postmarked within fourteen (14) days of the delivery date.

To return an item, please email our customer service at support@agafaysouk.com to obtain a Return Merchandise Authorization (RMA) number. 

After receiving your return authorization, carefully pack the item in its original packaging, with all original labels. Returns must be shipped within 7 days of receipt of return instructions

You'll receive the return address with the return confirmation email.

As soon as you ship the item, you must send us the tracking number.

*Please note:

You are responsible for payment of the return shipping charges. Shipping fees may vary according to your location, the size of your package and the shipping company.

Returns remain at the customer’s responsibility until it arrives to our warehouses.

All items must be repackaged and returned in original packing material or equivalent packing materials.

We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.

Any return without a return authorization will be refused.

2- REFUNDS AND EXCHANGES

After receiving your return and inspecting the condition of your item, we will process your refund.

Shipping fees will be deducted from the amount to refund if a pre-paid shipping label was provided (the return fees to be deducted will be communicated to you beforehand).

Please allow 7-10 business days for the item to be verified and the refund to be processed, or in the case of an exchange, the desired item to be shipped.

Once we process your return, we’ll issue your refund. You will receive your refund less shipping fees (if a pre-paid shipping label was provided) and processing fees which equal 20% of what you paid for the product.

These fees help offset the costs we incur to have our warehouse complete the quality control process, as well as restock and relabel returns.

*Please note:

Refunds are processed in the original form of payment;

Shipping and processing fees are nonrefundable;

If the item which you are returning was purchased in a currency other than your local currency, any refund will be paid in the same currency as the purchase. Due to fluctuations in currency exchange rates, the amount refunded may be higher or lower than the original price paid.

During Sale:

If you return an item from an order placed during the sale and the discount had a minimum purchase value to be applicable, the rest of your unreturned items, if they do not meet the minimum value, will no longer qualify for the discount.

3- PURCHASES THAT CANNOT BE REFUNDED OR EXCHANGED:

Products made to custom specifications (such as custom-made rugs or special orders) are not eligible for return. Only in-stock, unmodified products may be returned, depending on your delivery address.

Products that have been used.

Products that have been altered, modified, or washed.

4- EXCEPTIONS

For defective or damaged products, please contact our customer service for a refund or an exchange support@agafaysouk.com .

Please note that vintage rugs may have some imperfections, these are not considered as damage.

5- QUESTIONS

If you have any questions concerning our return policy, please contact us at: support@agafaysouk.com 

ORDER CANCELLATIONS AND AMENDMENTS

In certain circumstances, before your order has been dispatched, we may be able to cancel your order. You must make your cancellation request within 24 hours, please Contact Us by email (support@agafaysouk.com) as soon as possible after placing your order and Customer Service will advise if cancellation is available.

Please note, we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed.

If your order cannot be cancelled it will be processed and, subject to being accepted by us, a confirmation email will be sent upon shipping.