Returns & Refund Policy

At Quinteroc, we pour care and craftsmanship into every rug we create. Your satisfaction is central to our mission. This policy outlines the conditions and process for seeking support.

1. Return Eligibility & Timeframe

Timeframe: We accept requests for return/exchange within 30 days from the date you receive your order.

We only accept returns for items due to our error:

• Manufacturing Defect: Flaws in material or construction.
• Shipping Damage: The rug arrives damaged in transit.
• Fulfillment Error: You received the wrong size, color, or design.

The following are NOT eligible for return or exchange:

• Change of Mind: Returns requested solely due to buyer’s remorse, personal preference, or slight color variation (due to different screens).
• Customer Ordering Error: Items ordered in the wrong size, color, or design by the customer are not eligible. We strongly encourage you to review your order details carefully before checkout.
• Items marked as final sale or clearance.
• Rugs that have been used, washed, altered, or damaged by the customer.

2. How to Start a Return or Exchange

To begin the return or exchange process, please email our Customer Care Team at support@quinteroc.com with the following information:

1. Your full name and order number.
2. A brief explanation of the issue (defect, damage, or incorrect item).
3. Clear photos of the issue.

Once received, our team will assess your request and respond within 24 hours with next steps. Please do not return any items without prior confirmation.

3. Return Shipping Fees

The party responsible for return shipping costs depends on the reason for the return:

• Quinteroc’s Error (Defect/Damage/Incorrect): We will cover all return shipping costs. We will provide a prepaid return shipping label and detailed instructions.
• Customer Error (Not Accepted in this policy): Since we do not accept returns for change of mind or personal preference, this fee is not applicable.

4. Exchange Policy

We do not offer exchanges for change of mind or personal preference. However, we gladly offer an exchange (meaning a free replacement) for supported errors:

• Process: Once your returned item is received and passes inspection confirming the reported issue, we will immediately process and ship a new replacement item to you at no additional cost.

5. Refunds

Refunds are processed after the returned item is received and inspected, and are granted under the following conditions:

• For Quinteroc’s Errors (Defect/Incorrect): A full refund (including the original shipping cost) will be issued only if:
  1. The approved replacement item is Out of Stock or no longer available.
  2. The customer requests a full refund instead of a replacement for the confirmed error.
• For All Refunds: If approved, the funds will be issued to your original payment method within 7 business days. Refunds may take additional time to appear on your account depending on your payment provider.

Need Help?

We’re here to support you every step of the way. For questions about returns, refunds, or your order, don’t hesitate to reach out to our friendly team at support@quinteroc.com.