Return & Cancellation Policy

Customer satisfaction is our top priority. 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. 

For customers in the US, Canada or countries in South America, the items would be returned to our warehouse in New Jersey. For other countries in Europe, Asia and Africa as well as Australia and New Zealand, items are to be returned to our warehouse in Istanbul, Turkey.

For all countries, except the U.S., we will deduct customs duties and/or VAT or GST if we paid them on your behalf when we refund your payment because shipping companies do not process VAT reclaims for returns.

Should there be any fundamental errors committed by us, such as delivery of a wrong or damaged item, etc., the buyer will be entitled to a full refund.
If you decide to return an item, please first fill the return form or send an e-mail to us at sales1@kilim.com and obtain return information. Items are to be returned in the same condition as sold with no damage or alterations or sign of use. We reserve the right to deduct a cleaning or restoration fee depending on the condition of the returned item.

If your order shows damage when you receive the shipment, please open it in the presence of the delivery service personnel, or at least bring it to their attention when signing for the item. If possible, also please try to obtain a photograph of the damaged package. Contact us immediately and retain all packaging materials.

Return & Cancellation Policy: Items that are not received by the customer and returned to us or sent to overgoods depot
Items that are not received and are returned to us due to the customer's unavailability for multiple delivery attempts, or due to the customer rejecting the delivery, will incur charges for both the initial shipping cost and the return shipping. In some cases, if the customer does not request a hold at the delivery office and cannot be reached after door tags and voicemails are left, FedEx/UPS/DHL may send the package to their overgoods depot. If the customer fails to contact the delivery company to arrange redelivery, the goods may be disposed of. The additional shipping costs will be billed to the customer by the delivery company. The customer retains the right to return the item(s) after receiving them except custom items. However, there will be no refunds if the items are disposed of by the delivery company.

Return & Cancellation Policy: Custom Rug Orders
We do not accept returns for custom rugs after they are shipped unless they are damaged during shipment.