Refunds Policy
This Refunds Policy explains One Artisans’ practices for refunds on products and services including handcrafted rugs, flooring materials, consultations, installation services, and deep fiber cleaning. By purchasing goods or services from One Artisans, you agree to the terms set out below.
General Principles
We aim to provide high-quality products and professional services. If you are not satisfied, contact us as soon as possible so we can review your case.
Refunds are considered on a case-by-case basis and are issued in accordance with this policy, applicable consumer protection laws, and the terms in your order or service agreement.
Refunds will be issued to the original payment method unless otherwise agreed in writing.
Eligibility and Timeframes
Products (e.g., handcrafted rugs, flooring materials): Requests for refunds or exchanges must be submitted within 30 days of delivery, unless otherwise stated at the time of sale.
Services (e.g., consultations, installation, deep fiber cleaning): Requests for refunds must be submitted within 14 days of service completion.
Requests made after these timeframes may be denied unless there is a documented manufacturing defect, service error, or other exceptional circumstance.
How to Request a Refund
Contact our customer service team with your order number, date of purchase or service, and a detailed description of the reason for the refund request.
For product issues, include photos showing the defect or condition prompting the request.
For service issues, provide a description of the problem and any supporting photos or reports.
Examination and Decision
We will acknowledge receipt of your request within 3 business days and may request additional information to assess the claim.
We reserve the right to inspect returned products prior to issuing a refund. For returned items, do not ship without authorization; we will provide return instructions and an authorized return address.
Decisions on refunds will typically be made within 10 business days of receiving all required information and returned items (if applicable).
Conditions for Product Returns
Items must be returned in their original condition, unworn and undamaged, with original packaging and labels, unless the return is due to a defect or our error.
Custom, made-to-order, or personalized rugs and flooring materials are non-refundable unless damaged, defective, or incorrect as delivered.
Sale items or promotional purchases may be final sale. Any exceptions will be stated at the time of purchase.
Service Cancellations and Refunds
Consultations: If you cancel a consultation more than 48 hours before the scheduled time, you will receive a full refund. If cancelled within 48 hours, a cancellation fee may apply.
Installation: A deposit may be required at booking. Deposits for installations may be refundable if cancellation occurs at least 7 days prior to the scheduled start date. Cancellations within 7 days may forfeit the deposit or incur a cancellation fee to cover scheduling and preparation costs.
Deep Fiber Cleaning and On-Site Services: Refunds for on-site services will be considered if services did not meet the agreed scope or workmanship standards. We may offer re-service or remediation before issuing a refund.
Defective or Damaged Items
If an item arrives damaged or is defective, report it within 14 days of delivery. We will arrange for a return, replacement, or refund after verifying the issue.
We may require photographic evidence and/or inspection of the item. We will cover return shipping for items that are defective or damaged due to our error.
Shipping Costs and Restocking Fees
Unless otherwise specified, shipping costs are non-refundable.
If a return is accepted for reasons other than defect or our error, the customer may be responsible for return shipping costs.
A restocking fee may apply for certain returns (e.g., large flooring materials, special-order items). Restocking fees, if any, will be disclosed at time of purchase or when the return is approved.
Refund Processing Time
Once a refund is approved, we will process it within 7 business days. The timing for funds to appear in your account depends on your payment provider and may take additional time.
Disputes and Chargebacks
If you are not satisfied with our response to a refund request, contact us to escalate the matter. We ask that you give us the opportunity to resolve the issue before filing a chargeback or dispute with your payment provider.
Unwarranted chargebacks may result in loss of eligibility for future refunds and could incur additional fees.
Changes to This Policy
One Artisans may update this Refunds Policy from time to time. Material changes will be communicated to customers where feasible. The current policy in effect at the time of your purchase governs your rights.