1. Eligibility for Refund or Exchange
A refund or exchange will only be considered if all of the following conditions are met:
- The product arrives damaged or defective.
- You contact us within 24 hours of receiving the product.
- You provide a full unboxing video, showing the package being opened from the start, without any cuts or edits.
This video is required to validate any claim of damage during shipping or production.
2. How to Request a Refund or Exchange
If your item arrived damaged and you meet the above conditions:
- Email us at support@werugz.com within 24 hours of delivery.
- Include your order number and a clear description of the issue.
- Attach the unedited unboxing video clearly showing the damage.
Once we verify the issue, we will offer either a refund or send you a replacement rug at no additional cost.
3. Non-Eligible Situations
We are unable to provide refunds or exchanges for the following:
- You changed your mind after ordering.
- You provided incorrect dimensions or custom details.
- You failed to submit a valid unboxing video.
- The complaint was raised after 24 hours of delivery.
- Any damage caused after delivery or due to misuse.
4. Shipping Costs for Exchanges
If eligible for an exchange, we will cover the cost of shipping the replacement product. You may be asked to return the original item depending on the situation.
5. Contact Us
For any refund or exchange inquiries, please reach out to:
Email: support@werugz.com
Website: https://werugz.com
We’re here to help, and we appreciate your understanding of our policy for custom-made products.