Shipping and Returns

We send our carpets worldwide, directly to your place. You will be informed about the exact delivery method and cost, upon your checkout procedure.

Returns Policy

The company, in support of e-commerce, enables you, through the completeness of the descriptions which it posts on its pages, to enjoy the privilege of direct contact with the products available from your computer screen quickly and easily.

In wishing to highlight the benefits of using the internet for our everyday purchases, we outline below the terms and conditions for returning defective or non-defective products.

Product returns due to delivery errors

In all cases where delivered products do not match either the type, requested quantity or product properties that have previously been agreed on in writing with the company, the customer returns the products for checking and verifying the error or defect. In this case the costs of returning the products to the company as well as the costs of return to the customer are borne by the company, provided that the return proposed by the company is respected.

Returns for defective products

If the product is found to have a manufacturing defect, the following terms apply:

  • On receipt of the product, the customer should check the product for any defects or problems.
  • The certificate of authenticity provided indicates the characteristics of the product. The customer has the ability to check out the enlarged image of the product's design and status. In the case of misuse by the customer (e.g. carpet stains from wine or marks from heavy furniture etc.), the repair or replacement of the products is possible with an extra charge after an agreement with the customer.
  • Returns of products to be replaced should be received inclusive of all the accompanying documents the product was shipped with (retail receipts, etc.) and full packing. If there is a defect found after delivery and the packaging does not exist or if the packaging of the product was taken by the distributors on delivery of the article, it is not necessary to package the product.
  • The return of the products will be undertaken either by the company's own personnel and transport, or through a courier, or at one of the stores owned by the company under the trademark “mogadamcarpets.com”. In the case of courier returns, the customer is charged with the shipping costs to the company and the company is charged with covering the costs of dispatch and shipment of the replacement or repaired product.
  • After the products are returned, the defect referred to by the customer is checked, and the company will communicate with them to inform of the results of the audit.
  • If the product is found to be defective, it will be repaired or replaced, otherwise the transaction will be canceled if the product cannot be repaired within a reasonable timeframe and the company cannot find another suitable equivalent product in terms of design and value for the replacement. In the event of the transaction being canceled, the return of the funds for the original purchase is made by the same means as the initial payment that client made to the company.
  • In particular, in the case of credit card debit the company will be obliged to inform the issuing bank about the cancellation of the transaction and the bank will then proceed to any transaction according to the contract it holds with the customer without the company holding any responsibility for said transaction from that point on.  The company, following this update, has no responsibility for the timeframe and manner of execution of the settlement, governed by the aforementioned contract. In the case of cash payment, if the customer had opted to collect the product from the company's retail premises, they are able to collect the refund from any branch of the company's network. In the case of a bank wire transfer payment, a bank wire transfer will be made by the company's accountants to the customer.
  • In the event that products are returned damaged or incomplete the online store has the right to claim compensation from the customer, the value of which will be determined by the state of the products, and to proceed unilaterally and unconditionally to total offsetting of its claim against the customer.

Return of items considered defective on delivery (DOA)

The return of products considered defective on delivery (DOA) will be accepted within seven calendar days of delivery to the customer.  The product should also not be damaged and have all the original documents that accompanied the the item/s (retails receipts etc.) and have its packaging intact. In these instances the following will apply:

  • The product is picked up and checked to determine the defect reported by the customer.
  • Provided they have previously been undetected after company quality control checks, the item will be replaced with a new one or, in the case of unavailability, with a new product of the same quality and price, otherwise, if the customer does not wish the item to be replaced, a refund of the original purchase money will be made to the customer. The refund processed will be via the same means as the customer's original payment to the company.
  • In the case of credit/debit card payment, the company will be obliged to inform the issuing bank about the cancellation of the transaction and the bank will then proceed to any transaction provided for under the contract it holds with the customer without any liability from the company's part. The company, following this update, has no responsibility for the timeframe and manner of execution of the settlement, governed by the aforementioned contract. In the case of cash payment, if the customer had opted to collect the product from the company's retail premises, they are able to collect the refund from any branch of the company's network. In the case of a bank wire transfer payment, a bank wire transfer will be made by the company's accountants to the customer.
  • In the event that products are returned damaged or incomplete the online store has the right to claim compensation from the customer, the value of which will be determined by the state of the products, and to proceed unilaterally and unconditionally to total offsetting of its claim against the customer.
  • The shipping costs of both the return of the products to the company and the return to the customer of the replaced product are borne by the company.

Return non-defective products - right of undue withdrawal from the customer

The customer has the right to withdraw from the purchase contract within 14 calendar days of the date of the conclusion of the service contract (when such a contract is in force), or from the delivery (when it comes to products) and even when there are many products in a single order this 14 day window starts form the delivery date of the last product whereas in the case of an arrangement for item deliveries at regular intervals this window starts from the date of delivery of the first item. The terms and conditions regarding this withdrawal are as follows:

  • This withdrawal is unjustifiable and without any charge and if the item has already been delivered, the customer must return the product exactly in the condition that he has received it, with all its parts, the accompanying forms and the packaging in excellent condition.
  • The revocation statement is executed either in writing or electronically and the company is required to send a confirmation of receipt of a withdrawal statement as soon as it receives the clients revocation statement.
  • Following the cancellation notice, the company is obliged to reimburse the price received within 14 days of the receipt of the products.
  • Delivery costs are not refunded if the customer had chosen a delivery method other than the cheapest standard delivery method offered by the company.
  • The clients refund will be via the same means through which the original payment was made. Specifically, in the case of credit card billing as follows: in the event that the company has received payment for the item purchased and the client chooses to return the item after receipt of this payment,  the company will be obliged to inform the bank about the cancellation of the transaction and the bank will proceed with any transaction provided according to the contract that it holds with the client. Following this update, the company is not responsible for the timeframe and location where this settlement is carried out, governed by the aforementioned contract.  In the case of cash payment, if the customer had opted to collect the product from the company's retail premises, their refund will have to be processed by the specific branch of the company's network where they originally made the purchase. In the case of bank wire transfer, the refund will also be made by bank transfer to the customer's own account.
  • The customer is liable to indemnify the company if he/she has made improper use of it by ordering items with a view  establish the nature, characteristics and operation of the goods in the period up to the declaration of withdrawal. The nature, characteristics and operation of the goods should be ascertained on the basis of the information provided on the outer packaging, as well as the additional information provided by the company, and without opening the packaging of the products and using the items. The company is willing to inform the customer in relation to any query they may have regarding the nature and operation of the item by providing additional information material. If the packaging is opened and and the item used, it is considered as such and its value automatically decreases as the product is characterized as second hand and the customer may be liable to compensate the company for the reduction of its value. The reduction in value from the opening of the packaging and consequently from the products characterization as used is considered on a case-by-case basis and is determined by the company and is usually in the order of 20-30% reduction form its retail price. The company has the right to agree with the customer on its compensation even by mutual set-off.
  • In the event that the withdrawal relates to the provision of services, the customer must pay a fee proportionate to provisions until the withdrawal.
  • In the event that the products are returned damaged or in an inadequate state, the online store reserves the right to claim compensation from the customer, the value of which will be determined by the condition of the products and proceed unilaterally and unconditionally to total or partial set-off of its claim against the customer.

Exceptions to withdrawal from an order

  • Service contracts after the full service has been rendered where the customer has provided prior express consent and acknowledged that they will lose the right of withdrawal as soon as the contract has been fully honored and carried out by the supplier

Guarantee - Certificate of Authenticity

The products offered by the company are handmade artworks, which carry the necessary authentication.

For any further information we are always at your disposal via telephone on +30 210 28 34 780 or via email by sending your query to returns@mogadamcarpets.com