Returns & Exchange

Not satisfied? No problem. Here's how to return or exchange a carpet purchased online.

Carpets purchased online may be returned within 14 days of the purchase date, provided they are in the same condition as when purchased. The right of return applies exclusively to Switzerland and Liechtenstein. Please notify us of your return by email to hello@teppichportal.ch within the deadline.

If you are not satisfied with your purchase, you have the right to exchange your carpet. Contact our customer service and we will gladly help you find an equivalent carpet. The returned carpet must reach us in the condition in which you received it.

Return shipping costs for a return or exchange are generally borne by the customer. Exceptions are cases where the item was defective or there was a delivery error on our part – then we cover the costs.

After we receive and inspect the returned item, we refund the purchase price. Depending on the payment method, the refund is made via PayPal or directly to your account; for payments from the EU we make a SEPA transfer. If an item is out of stock, undeliverable or already sold, you also receive a full refund.

If you receive the wrong or a damaged item, please inform us immediately. Defects must be reported within 48 hours of receipt; after that they can no longer be claimed. In such cases we arrange a replacement or refund at no cost to you.

Visible and hidden transport damage must be reported immediately to the shipping/transport company; please then inform us as well. If you collect the carpets yourself, the transport risk is yours.

Deliveries that are not accepted and are returned to us are charged both ways, plus an administration fee of CHF 60 (incl. VAT).

Items from special promotions (e.g. Black Friday / Cyber Monday) are excluded from exchange; a return or refund is only possible for provable defects under the Swiss Code of Obligations (Art. 197 et seq. CO). For B2B transactions, exchange and refund are excluded – all sales in this area are final.

1. Notify us of the return within 14 days by email to hello@teppichportal.ch or by phone on +41 44 820 22 88.
2. We confirm your return and arrange the return shipment with you.
3. Send the carpet back well packed and in its original condition.
4. Once received and inspected, we refund the purchase price.

Our Terms and Conditions and our Shipping Policy apply in addition.