In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), you may cancel an online order if it has not yet been dispatched. If already delivered, you may return items within 7 days of receipt under the following conditions:
Condition: Items must be in their original packaging, unused, and in their original condition.
Notification: You must advise us in writing within 7 days by emailing order-return@11rugsgallery.co.za
Verification: We require a clear photo of the packaged item to arrange collection.
Fees: A collection fee will apply.
Refunds: Once received and assessed at our Distribution Centre (DC), refunds are processed within 14 working days, less any applicable collection fees.
If you are outside the 7-day cooling-off period but within 30 days of delivery, you may still request a return or exchange:
Fees: Both a handling fee and a collection fee will apply to all returns in this category (unless the item is faulty).
Packaging: Items must be in their original packaging. If the original packaging is missing, we cannot accept the return as the item may be damaged during transit.
Procedure: Email order-return@11rugsgallery.co.za with photos of the item to start the process.
If we have made a mistake and sent the wrong rug or quantity:
Please notify us at order-return@11rugsgallery.co.za immediately upon noticing the error.
Errors must be reported within our 30-day window. We cannot rectify errors reported after this period.
We take pride in our “Perfectly Imperfect” range, which includes handmade rugs and items made from recycled materials. These unique characteristics are not considered faults. However, if a manufacturing fault exists:
Report: Email order-return@11rugsgallery.co.za immediately. All flaws must be reported within 30 days.
Assessment: Once returned to our DC, we will examine the item.
Exclusions: Normal wear and tear, damage from inadequate care, or damage caused by negligence in return transit will not be considered for refund or exchange.
Resolution: If deemed faulty, we will offer a replacement or a full refund.
Modified Goods: Any rugs or items that have been altered, cut, or changed in any way for your personal use are not eligible for return or exchange.
In-Store Returns: Certain online-exclusive items may only be returned to our DC and not our physical gallery. Please contact us before attempting an in-store return.
Refund Timeline: Please allow up to 14 working days for refunds to reflect, especially during busy sale periods or the festive season.
Should you have any queries regarding this policy, please reach out to our team:
Email: info@11rugsgallery.co.za
Phone: 068 434 0195
