Can I return a rug order?
Yes, you can return your carpet if you do not like it. You have a money back guarantee. If you decide to return an item, please first send an e-mail to us at info@svony.com
To make a return you have to personally email us at info@svony.com and let us know that you want to make a return. We will then send you a return dispatch note by ordinary post which contains packing labels and instructions on how to deal with your return.
Customers can request to return any item in original condition for a 100% money back refund within a period of fourteen (14) days after the items have been received. Once accepted, the buyer should ship the items in one week insured for the full value and safely wrapped to prevent shipping damage. Customer pays the return shipping cost.
- We do not to accept returns after this period
- We deduct 15% restocking fee if three or more items are returned
- We deduct cleaning or repair fees if the returned item is not in original condition.
What can I do if my rug is damaged on arrival?
If your carpet is damaged on arrival please contact UPS/DHL locally and report the damage to them and then let us know immediately by email info@svony.com
Can I return a custom rug?
We do not accept returns for custom rugs unless they are damaged during shipment.
How close are your rug images to reality on web site?
The photos of our carpets are taken professionally with a high resolution digital camera in a color-temperature controlled environment and the photos are then processed using Adobe Photoshop. The photos of the carpets are therefore, as close to reality as the real carpets. However, it also depends on the type, quality and age of the screen one uses to view the carpets and this can affect how the photos and colors are displayed on your screen.
Why some rugs have different shades on?
This is not a fault in the carpet. What you see is known as an Abrash. An Abrash is a Turkish word meaning partly colored. This difference in nuances is commonly found in nomadic carpets, and it occurs when a weaver uses yarn from a dye that was not done in the exact same shade as the previously used. The Abrash therefore adds more character and charm to the carpet and also reminds us of the working conditions of the carpet weaver.
Can I return a mirror orders?
- Standard Mirror Orders:
If you are not completely satisfied with your standard-sized mirror purchase, you can initiate a return within 14 days from the date of delivery.
To be eligible for a return, the mirror must be in its original condition, with no signs of damage, alterations, or use.
The customer is responsible for return shipping costs.
Once we receive the returned mirror and verify its condition, we will process a refund to your original payment method.
- Custom Mirror Orders
Custom-sized mirrors are made to your specifications, which means they cannot be resold to other customers. Therefore, we do not accept returns or exchanges for custom mirror orders unless the mirror is damaged during transit or there is a fundamental error on our part.
- Damaged Mirrors
We take utmost care in packaging and shipping our mirrors to ensure they reach you in perfect condition. If your mirror arrives damaged, please contact us within 48 hours of delivery. We will require photographs of the damaged mirror and its packaging for our records.
If the mirror is damaged due to our negligence or during transit, we will either send you a replacement mirror or issue a full refund, including any shipping costs incurred.
Can I return a Shoes & Slippers orders?
- Custom Shoes & Slippers
Since custom shoes & slippers are individually crafted to your specifications, we do not accept returns or exchanges unless there is a manufacturing defect or a fundamental error on our part.
- Manufacturing Defects
We take great care in handcrafting your custom Yemeni shoes. If you receive shoes with manufacturing defects, please contact us within 14 days of receiving your order. We will require photographs of the defects for our records.
If the defect is verified, we will either send you a replacement pair of custom Yemeni shoes or issue a full refund, including any shipping costs incurred.