Thank you for choosing Oleanaknits. We want every customer to be delighted with their rug purchase. To ensure a transparent and smooth return and issue handling process, we have established the following policy, covering return conditions, procedures, handling of quality and shipping issues, and refund and exchange options.

1. Return Conditions

Returns or exchanges may be requested within 14 days (14 days or more) after delivery confirmation.

Return requests must meet the following conditions:

Product Condition

• Unused (not to be laid out, not to be washed, not to be exposed to dust or shoe soles)
• No noticeable wear, stains, creases, or odors

Packaging Condition

• Original packaging intact, including protective film, labels, and roll/fold method
• If the packaging is slightly damaged but still protects the product, additional protection is required.

Proof

• Provide a valid order number or proof of purchase.

Return Deadline

• Submit a return request within 30 days of receiving the product.

⚠️ We recommend checking the size, color, and appearance before opening or using the rug to retain return eligibility.

2. Return Process

Returns must follow the process of "Contact Us → Get Instructions → Ship Back → Warehouse Inspection → Refund/Exchange":

Step 1 — Contact Customer Service

• Email: oleanaknits@hotmail.com
• Phone: +86 173 9841 5122

Provide:

• Order Number
• Product and Packaging Photos
• Reason for Return
• If the product is damaged or defective, please provide detailed photos.

Customer service will confirm your eligibility for a return within 1–2 business days and provide a return solution.

Step 2 — Get Return Instructions

After confirmation by customer service, you will receive:

• Return Address (assigned by region)
• Packaging Requirements (Moisture-proof, Pressure-proof, Crushing-proof Recommendations)
• Recommended Shipping Method (Trackable, Claimable)
• Return Number or Remarks

⚠️ Do not ship back before receiving an address; otherwise, the package may be lost or refused delivery.

Step 3 — Return Product

• Pack the product according to the instructions.
• Use trackable logistics and keep the tracking number.
• Send the tracking number to customer service.

Step 4 — Warehouse Inspection

• Check that the product is unused, the packaging is intact, and the size matches the order.
• Check for damage, stains, or other defects.
• Inspection time: 3–7 business days
• If the inspection fails, we will provide photos explaining the issue and the specific reasons a refund or exchange is not possible.

Step 5 — Refund / Exchange

• Refund or exchange will be processed after the inspection is passed.
• Refunds will be returned to the original payment method and are usually processed within 2–5 business days. Banks/payment institutions may experience slight delays.
• For exchanges, we will cover shipping costs and send a replacement product.

3. Damage & Quality Issues

If the goods are damaged during transportation or have quality issues, we offer flexible handling methods:

Submit a request

• Within 48 hours of receiving the package, Contact Customer Service

Please provide:

• Photos of the package exterior (damaged areas)
• Photos of product details
• Order number and recipient information

Handling Methods

1. Shipping Damage

• Minor damage (appearance affected but not usability)→ Partial refund
• Severe damage (unusable)→ Full refund or free replacement

1. Product Quality Issues

• Minor defects (do not affect regular use)→ Partial refund
• Severe defects (unusable or unacceptable appearance)→ Full refund or free replacement

1. Wrong Item Received (Model/Color/Size)

• You can choose to receive a free replacement of the correct item or a full refund.
• Customers do not need to bear the return shipping costs for the wrong item.

Partial refunds are assessed by customer service based on the degree of damage/defect, and a transparent calculation method is provided with photos.

4. Non-returnable Items

• Used, laid out, or washed items
• Severely damaged packaging or missing labels
• Product contaminated or damaged by the customer
• More than 30 days have passed the return period
• No valid order confirmation
• Customized items or items marked as non-returnable
• Clearance items (if marked as non-returnable on the page)

5. Return Shipping Cost

• Returns due to personal reasons (size mismatch, change of mind): Customer bears shipping costs
• Damaged, quality issues, or wrong item sent: Store bears shipping costs.

 We recommend using trackable shipping and keeping the waybill for future claims in case of shipping problems.⚠️

6. Return Shipping Risks

• Incorrect return address or failure to follow instructions → Customer assumes risk.
• Damage during transit → We recommend choosing a logistics company that offers claims coverage; otherwise, the sender assumes the risk.
• Incorrect return address or instructions from the store → The store assumes responsibility.

7. Refund Time

• Refunds will be processed within 2–5 business days after warehouse inspection.
• Bank/payment institution processing time may be 3–10 business days.
• The store bears replacement shipping costs; reshipment time depends on inventory and logistics.

8. Customer Service Contact Information

For returns, exchanges, handling of damage or quality issues, please contact:

📩 Email: oleanaknits@hotmail.com

📞 Phone: +86 173 9841 5122

We will reply within 1–2 business days and provide clear, actionable solutions to ensure a smooth, transparent return or issue-handling process.