Returns

Return conditions

To process your return smoothly, we ask you to pay attention to a few things. This ensures that the rug can be sold to the next customer and that we keep the return process efficient.

• The product has been registered for return within 30 days of receipt.
• The rug is in original condition, without stains, signs of wear, or odors.
• The original packaging has been used or similar protective packaging.
• You registered the return via email first before sending.

This is how the return process works

1. Register your returnSend an email to info@houseify.com with your order number and the reason for the return. You will hear from us within 1 working day.
2. Choose how to returnWe will send you a free return label so you can send it yourself, or we will arrange a pickup appointment for you free of charge (especially handy for large rugs).
3. Ship or have picked upIf shipping yourself: roll the rug up tightly, pack it securely, and ship insured with track & trace. If we pick it up: you will receive a confirmation with the pick-up date.
4. Refund within 14 daysAs soon as we have received and checked the rug, we will refund the purchase amount via the same payment method. Usually within 3 to 5 business days.

Costs of a return

Situation	Who pays?
Standard return, send it yourself Via a drop-off point with our free label	Free
Standard return, arranged by us We arrange the pickup shipment free of charge.	Free
Damaged or incorrectly delivered Error on our part or during transport	Houseify pays for everything
Warranty claim Defective within the warranty period	By arrangement, see warranty

Returns are completely free. To return large rugs, please contact us and we will schedule a pickup appointment free of charge.

Cancel digitally with the withdrawal button

From June 19, 2026, you can also cancel directly in your account using a withdrawal button, in addition to email and the model form. You click on "Cancel agreement" with your order, indicate which product you wish to return, and receive immediate confirmation. The 14-day return period then begins.

When can you not return items?

In a few specific situations, we cannot accept a return. This aligns with European consumer law:

• Custom-made products or ordered especially for you
• Rugs that have been used after delivery and show visible signs
• Products without registration after the 30-day cooling-off period

Pay attention to custom work: If you choose a rug from our standard selection menu (size and color from a list), this is not custom work and you retain your full right of withdrawal, even though it is only knotted after your order. Only rugs that are truly made to your specifications outside of our standard range are excluded. We always state this in advance with the product.

Frequently asked questions about returns

How long do I have to return it?

You have a 30-day cooling-off period starting from the day you received the order. You must register your return with us within that period. After registration, you have another 14 days to actually send the rug.

How much does it cost to return a rug?

Returns are completely free. We offer two convenient options to return your rug:

1. Send it yourself. We will send you a free return label so you can drop off the package at a parcel point.

2. Let us take care of it. For large rugs, we book a free pickup shipment for you. We schedule this in consultation with you to suit your needs.

What if my rug arrives damaged?

Then we will resolve that for you, free of charge. Please contact us within 48 hours of receipt via info@houseify.com with photos of the damage and the packaging. We will then arrange the replacement or refund and pay all costs.

May I roll out the rug first to take a look?

Yes, you may unroll the rug and inspect it just as you would in a store. Do not use it for assessment longer than necessary and do not walk on it with shoes. Visible signs of wear make a return more difficult.

When will I get my money back?

As soon as we have received and checked your return, we will refund the purchase amount via the same payment method. The money is usually in your account within 3 to 5 working days, and no later than 14 days.

Can I return only part of my order?

Yes, that is possible. Indicate in your return request which products you wish to return. You will then receive a refund for those specific items.

What if I register my return too late?

After the 30-day cooling-off period, your right of return expires. If in doubt, please contact us as soon as possible so we can see what is possible together.

Can I exchange it instead of returning it?

We process exchanges via a combination of return and new order. Register your return, place the new order, and we will settle the amount as soon as the first rug arrives.

See also: Dispatch · Warranty · Frequently Asked Questions