01. Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery. Contact us before the period expires. This policy does not remove mandatory rights under applicable consumer-protection law.

02. How to Request a Return

Email service@nurevoya.com before sending an item back. Provide order number, item, reason, and relevant photographs or videos. For damaged, incomplete, or incorrect orders, include images of the product, packaging, and shipping label where relevant. We will review your request and provide instructions if approved. Do not ship before receiving authorization and the correct return destination.

03. Return Eligibility

Except where an item is damaged, defective, incorrect, incomplete, materially different from its description, or protected by law, a preference-based return should generally be unused, in original condition, clean, complete, and unaltered. Return included parts and materials, original protective packaging where reasonably possible, and proof of purchase or order number. Opening the shipping package does not automatically make an item ineligible if the rug remains unused, complete, and undamaged.

04. Product Appearance & Normal Variations

Minor variations may occur in color, surface or fiber texture, pattern placement, decorative details, edges, dimensions, or weight within reasonable production tolerances. Photographs may also differ due to lighting, screen brightness, device settings, and display calibration. Minor differences are not necessarily defects. Preference-based returns remain available within the 30-day period if the item meets eligibility requirements.

05. Return Address & Authorization

Do not automatically send merchandise to our registered business address. After review and approval, customer support will provide the appropriate return warehouse address and instructions. The registered business address is not automatically the return address.

06. Items That May Not Qualify for Preference-Based Returns

Subject to applicable law, preference-based returns may not be available for products clearly identified as Final Sale or non-returnable before purchase; customized or personalized products identified as such; products materially altered, cut, misused, stained, or damaged after delivery for reasons unrelated to an original product problem; or products returned with missing components or in a condition preventing reasonable inspection. Discounted products remain eligible unless clearly identified as Final Sale or non-returnable. These limits do not remove rights that law does not permit us to exclude.

07. Damaged, Defective, Incorrect, or Incomplete Orders

Inspect your order promptly. Contact us within 7 calendar days after delivery if a rug arrives damaged, defective, incomplete, incorrect, or materially different from its description. Provide order number, description, product images or videos, and packaging or shipping-label images where relevant. After confirmation, we will provide an appropriate replacement, refund, reshipment, return, or other reasonable solution without additional costs caused by an error attributable to us.

08. Return Shipping Costs

Preference-based returns: For change of mind, color, size, style preference, incorrect customer selection, or another reason not attributable to us, the customer is generally responsible for return shipping costs.

Confirmed problems attributable to us: We will provide an appropriate solution without requiring you to bear additional costs caused by the confirmed error. Original shipping charges are generally not refundable for preference-based returns. Eligible original shipping charges for confirmed errors will be addressed as part of the approved resolution. No restocking fee is charged for an approved return.

09. Returning the Package

For preference-based returns, use a reliable, trackable shipping service and retain the receipt and tracking number. Use only the destination and instructions provided by customer support.

10. Refund Processing

After an approved return is received and inspected, an eligible refund will normally be initiated to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to post the credit. Contact us if it does not appear after the normal posting period.

11. Exchanges

Exchanges for another rug design, size, or style depend on availability and return eligibility. If a direct exchange cannot be arranged, we will explain the return and new-order process.

12. Order Cancellations

Contact us as soon as possible. We will make reasonable efforts before fulfillment begins. Once processing, packaging, shipment preparation, or dispatch starts, cancellation may no longer be possible. No cancellation fee is charged when an order is successfully canceled before fulfillment.

13. Contact