Returns & Refund Policy

At Quinteroc, we pour care and craftsmanship into every rug we create. Your satisfaction is central to our mission. While we hope you’ll love what you ordered, we understand that there may be rare instances where a return is necessary. This policy outlines the conditions, process, and expectations around returns and refunds for our valued customers.

1. Return Eligibility & Timeframe

We gladly accept returns for eligible items within 30 days from the date you receive your order. If 30 days have passed since your delivery date, we, unfortunately, cannot accept the return. Please ensure the item is:

• In unused, unwashed, and undamaged condition
• Returned in its original packaging (or packaging offering equivalent protection)
• Accompanied by your order number and proof of purchase
  Please note: Returns due to a change of mind, personal preference, or color variation on different screens will not be accepted. We encourage you to review all product details carefully before placing your order.

2. What Cannot Be Returned

Certain items are not eligible for return, including:

• Items marked as final sale or clearance
• Rugs that have been used, washed, or altered
• Items returned beyond the 30-day return window
• Returns requested solely due to buyer’s remorse or change of style

3. How to Start a Return

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

• Your full name and order number
• The item(s) you wish to return
• A brief explanation of the issue
  Once received, our team will assess your request and respond within 24 hours with next steps. If your return is approved, we’ll provide detailed instructions and return shipping guidelines. Please do not return any items without prior confirmation, as unapproved returns may not be processed.

4. Refunds

Once your returned item is received and inspected, we’ll notify you of the outcome. If approved, we will issue a full refund for the returned product (excluding shipping fees) to your original payment method within 7 business days.
Refunds may take additional time to appear on your account depending on your payment provider. We’ll send you an email confirmation once your refund has been processed.

5. Exchanges

At this time, we do not offer direct exchanges. If you would like to receive a different item, we kindly ask that you initiate a return for your original order (if eligible), and place a new order separately.

6. Damaged or Incorrect Items

We deeply regret if your rug arrives damaged or incorrect. Please contact us within 7 days of receiving your order with clear photos of the issue, and we’ll work quickly to resolve it – whether by replacement, refund, or other appropriate action.

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.