Returns Policy

RETURNS

Our return policy lasts 15 days, which means you have 15 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition as received: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at pokeprismat@gmail.com. Items sent back without first requesting a return will not be accepted. If your country of residence is not Spain, shipping may take longer than expected.

For any return-related inquiries, you can contact us at pokeprismat@gmail.com.

Custom & Personalized Products

Since our rugs are custom-made and available in different sizes, we do not accept returns or refunds due to incorrect size selection. Each rug is uniquely crafted for every customer, making it a one-of-a-kind product. Please make sure to double-check the size before placing your order.

Damaged or Incorrect Items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong product, so we can evaluate the issue and find a solution.

Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions about your specific item, please contact us.

Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 3-Day Cooling-Off Period

If your order is being shipped within the European Union, you have the right to cancel or return your order within 3 days for any reason, without justification. As mentioned before, the item must be in its original condition, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return to inform you whether the refund has been approved. If approved, you will automatically be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at pokeprismat@gmail.com.