Refund and Exchange Policy

Refund, Return, Exchange Policy

Thank you for choosing Karelias And Sons. We take great care in producing and preparing every order. Please review our return, cancellation, and exchange policy carefully before placing your order.

Made-to-Order  Custom Products

Many of our rugs are made to order and are individually cut, sewn, assembled, or produced according to the size, design, color, or specifications selected at the time of purchase.

Because these products are produced specifically for each order, made-to-order, custom-size, personalized, and specially produced items cannot be cancelled, returned, or exchanged once production has begun, except in cases where the item arrives damaged, defective, or materially different from the order placed.

Once cutting, sewing, or any other stage of production has started, the order is considered to be in production.

Order Cancellations

If you need to cancel or make changes to your order, please contact us as soon as possible at info@kareliasandsons.com.

Cancellation requests may only be accepted before production begins.

Once an order has entered production, including cutting, sewing, assembly, or preparation according to the customer's selected specifications, the order can no longer be cancelled.

If production has already been completed or the order has entered the shipping process, cancellation is not available.

Returns – Eligible Stock Items

For products that are not made to order, customized, or specially produced, return requests may be submitted within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in the same condition in which it was received.

  • The item must be returned in its original packaging whenever reasonably possible.

  • Proof of purchase or the original order number must be provided.

  • The return must receive prior authorization from Karelias And Sons.

Items returned without prior authorization may not be accepted.

Non-Returnable Items

The following items are not eligible for return or exchange, except where required by applicable law:

  • Made-to-order rugs

  • Custom-size rugs

  • Personalized or customized products

  • Products produced specifically according to a customer's selected dimensions, colors, design, or specifications

  • Items that have been used, installed, altered, washed, damaged, or are not in their original condition

  • Final-sale or clearance items where clearly marked as such at the time of purchase

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from what you ordered, please contact us promptly at info@kareliasandsons.com.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging if shipping damage is involved

We will review the issue and, where appropriate, arrange a replacement, repair, or refund.

Return Shipping

For eligible returns that are not the result of an error by Karelias And Sons, customers are responsible for all return shipping costs.

Original shipping charges, return shipping charges, customs duties, import taxes, brokerage fees, and other related charges are non-refundable unless the return results from an error on our part or applicable law requires otherwise.

We strongly recommend using a trackable and insured shipping service for returns.

Refunds

Once an authorized return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method.

Please allow up to 14 business days after the refund is processed for the amount to appear in your account. Processing times may vary depending on your bank, credit card company, or payment provider.

Exchanges

Eligible stock products may be exchanged by returning the original item in accordance with this policy and placing a new order for the desired product.

Made-to-order, customized, personalized, and specially produced items are not eligible for exchange once production has begun.

Changes to Size, Color, or Design

Requests to change the size, color, design, or other specifications of an order must be submitted before production begins.

Once materials have been cut, sewn, assembled, or otherwise prepared specifically for the order, changes may no longer be possible.

If a requested change is still possible, additional charges may apply depending on the modification.

Contact Us

For questions regarding cancellations, returns, exchanges, or your order, please contact:

Karelias And Sons
Email: info@kareliasandsons.com

We are committed to handling every request fairly while taking into consideration the custom and made-to-order nature of our products.

Nothing in this policy is intended to limit any statutory consumer rights that cannot legally be excluded under applicable law.