RETURN & REFUNDS

OUR PROMISE

At Safavieh, our Customer Service & Shipping Logistics teams are dedicated to getting your purchased items shipped to you as safely and efficiently as possible. Please make sure to read our shipping policy carefully to learn more about how and when your order will ship. If you can't find the information you're looking for, we're always here to help email us at cs@safavieh.ca and we'll be in touch shortly!

Please note, that we reserve the right to cancel an order for any reason, at any time.

RETURN POLICY

If an item isn’t the perfect match, you can return it for a refund within 14 days of delivery in the original condition and packaging. The buyer is responsible for the costs of returning items in a sellable condition to our warehouse or we may arrange the shipping on the buyer's request. Please contact cs@safavieh.ca for further shipping inquiries & be sure to read the below carefully.

Please note, exchange is applicable only in case of any manufacturing defect. 

REFUND METHODS

We will refund the item’s price and the original shipping cost (where applicable). You can choose between two refund methods.

1) Receive a refund as Store Credit. After we receive the item(s) back from you, we’ll credit your Safavieh account within 3 business days.

2) Receive a refund to your original payment method, we’ll process your refund within 5-10 business days after we receive the original item back.

CANCELLATIONS

You can cancel your order for a full refund if the shipping process hasn't started. You can no longer cancel after the shipping process has started, so please refer to our return policy above for details if the shipping process has already started.

A cancellation request is not a confirmation of a canceled order. Our team needs to track your order down and try to stop the shipping process before any order is considered canceled. We will do our best to stop the shipment, then we'll confirm to you if we have successfully stopped and canceled an order. It can take up to 3 business days for us to perform this process.

DEFECTS OUTSIDE OF PRODUCT "MANUFACTURING DEFECTS"

  • Occasional sprouting pills or loss of single tufts of fiber
  • Shedding (This can be reduced by vacuuming the rug at a low power mode at least once a week) 
  • Color and texture changed due to the use of natural* fibers and dyes or prolonged exposure to sunlight, humidity, heat or certain atmospheric gasses. 
  • Rolling Marks (This will disappear with routine vacuuming) 
  • Rugs recently removed from bag may have an odor which can dissipate by placing the rug (back side up) in direct sunlight for 24 hours.