Returns Policy

If you have any questions about the returns process, please contact us by chat or email at [email protected]

Our office address:

Cited SRL
Avenue Louise 367
1050 Brussels
Belgium

Company Registration & VAT: BE0896 938 016

Return address:

Please consult our returning instructions or contact us by chat or e-mail regarding the appropriate warehouse return address that should be used for returning purchases in case you prefer arranging your own courier service instead of using our return service.

Cancellation Rights, Returns and Refunds

1.1 Under the Consumer Protection (Distance Selling) Regulations you have a right to cancel your purchase. However, to exercise this right you must notify us in writing (email or letter) within 30 days from the day after you receive your goods.

1.2 As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

1.3 No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations once you have used, unless the product is defective and you are returning it for this reason.

1.4 Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

1.5 Please observe the following procedure for all returns to us:

1.5.1 On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.

1.5.2 If you are returning your product because it is defective, please state the defect or defects.

1.5.3 Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

1.6 If the original packaging surrounding the product has been damaged or destroyed, please ensure that the returned product is adequately packed for shipment back to us.

1.7 You are responsible for paying any postage or shipping costs incurred when returning the product, except if you are returning your purchase in order to exchange it for a similar product from our store, in which case we will provide you with a shipping label provided by our courier service provider which you should attach appropriately to the product being returned. Our courier will then pick up the package at the pickup address of your choice.

1.8 We recommend that all returns be sent by registered post our through our courier service provider, so that a record of the return is available for you.

1.9 We can not issue refunds for any items lost or stolen in transit to us.

1.10 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. If the transport has been arranged through our courier service, please contact us first so that we can take the required steps needed to handle the issue.

1.11 If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you, unless otherwise agreed.

1.12 Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.

1.13 Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

1.14 We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any overnight or express element of any delivery or postage charge, including Special Delivery.

1.15 In the case of purchases made by credit card, Paypal or other online payment providers, the non-refundable payment fees charged by the used payment processing provider may be deducted from the refund which you will receive, except in the case of a product exchange whereby a purchase of a product in the same price range from our product offering is made.

1.16 We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where abuse and/or fraud is suspected.

1.17 If we are unable to reasonably ascertain these details or resolve these issues a refund will be made against the card used at the time of purchase deducted with any possible incurred non-refundable payment fees charged by the payment processing provider. No other form of refund or credit will be offered nor will a refund be made to any third party card or account.

1.18 In order to prevent abuse and/or fraud, we reserve the right to deduct incurred non-refundable payment fees charged by the used payment processing provider in case of order cancellation.

1.19 When you wish to place an order for more than one rug and/or more than one large piece of furniture, you should consult us in advance at [email protected] in order to verify availability and to agree with custom exchange & return conditions which may apply for your order. We reserve the right to refuse orders of more than one rug and/or more than one large piece of furniture without prior consultation of our sales representative.

Contact Us

If you have any questions about the returns process, please contact us by chat or email at [email protected].