Refund policy

Last updated: 19 October 2026

In short: you have a 14-day withdrawal period after you receive your order, and you don't have to give a reason. You can withdraw with the form on Withdraw from contract here (the link is at the bottom of every page), by email or with the model withdrawal form. Within one working day you'll receive a free return label, and you don't pay any return costs upfront.

This policy applies to all purchases from Karpet24, a trade name of CNL Handel BV.

Withdrawal period: 14 days

You may withdraw from the purchase within 14 days, without giving any reason. The 14 days start on the day after you, or someone you have designated who is not the carrier, receive the rug. If the rugs from one order arrive on different days, you count from the day after you receive the last rug.

How to withdraw

With the form: go to Withdraw from contract here, enter your name, your order number and your email address, and send the form. You don't need to log in or have an account. Within one working day, we'll email you an acknowledgement of receipt showing what you entered and when you sent it.
By email or post: send a clear statement that you are withdrawing from the purchase to info@karpet24.nl or to our address below. You may use the model withdrawal form at the bottom of this page for this, but you don't have to.
Without telling us first: you don't have to notify us in advance. If you send the rug back within the 14 days, that also counts as a withdrawal. Put your name and order number with the parcel.

You're on time if you send your withdrawal before the 14 days are up.

Sending it back

Send the rug back no later than 14 days after you've notified us of your withdrawal. We pay the direct cost of the return: within one working day of your withdrawal, we'll email you a free return label and instructions. If you withdraw by email or post, include your order number. Haven't told us anything yet and want to use our free return label? Email your order number to info@karpet24.nl.

Pack the rug well, ideally in the original packaging or in something that protects it just as well.
Live in the Netherlands? You can also drop the rug off at our warehouse in Rotterdam by appointment.

Return address
CNL Handel BV, Karpet24 retouren
Vareseweg 135
3047 AT Rotterdam
Netherlands

Unpacking and inspecting

You may unpack and inspect the rug as you would in a shop. If you use it more than that, for example by laying it down for a longer time, or if stains or damage occur, you keep your right of withdrawal. However, we may then deduct the loss in value from the amount we refund.

Refund

We refund everything you paid, including the cost of standard delivery, no later than 14 days after we receive your withdrawal. If you chose a more expensive delivery method than our cheapest standard delivery, we won't refund the difference. We may wait to refund you until we have the rug back, or until you show that you've sent it back, whichever is earlier.

We refund you via the payment method you used, unless you agree otherwise with us. This costs you nothing. The money is usually in your account within a few working days; exactly how quickly also depends on your bank or credit card company.

Exception: made to measure

The right of withdrawal does not apply to rugs that we have made to measure especially for you or produced to your specifications. In that case, this is clearly stated with the product before you order. For all other rugs in our range, the withdrawal period applies in full.

Exchanges

We don't have a separate exchange service. Want a different size, colour or a different rug? Withdraw from your current order and place a new order for the rug you want. That's the quickest way for you and for us.

Damaged or wrong item delivered

Did your rug arrive damaged, or did you receive the wrong rug? Ideally, email us within 48 hours of delivery at info@karpet24.nl, with photos of the rug and the packaging. We'll send a replacement rug or refund everything, and we pay for the return and the new delivery. If you discover the damage later, still let us know.

Legal guarantee of conformity

Every rug you buy from us is covered by the legal guarantee of conformity: it must be what you can reasonably expect it to be. In the Netherlands, this guarantee has no fixed end date; how long it lasts depends on the product. Throughout the EU, it lasts at least two years. If a defect becomes apparent within one year of delivery, we assume it was already there at delivery.

If something isn't right, you're entitled to free repair or a replacement rug. If that isn't possible, takes too long or the defect is serious, you can ask for a price reduction or terminate the purchase contract. Report a defect within two months of discovering it; then you're on time in any case. Your legal guarantee of conformity applies alongside your withdrawal period.

The European notice about your rights is on Your legal guarantee rights. You'll find more information at europa.eu/youreurope/guarantees.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also withdraw online, with the form on Withdraw from contract here.

To: CNL Handel BV, Karpet24, Vareseweg 135, 3047 AT Rotterdam, Netherlands, info@karpet24.nl

I/We* hereby give notice that I/We* withdraw from my/our* contract for the sale of the following products: [product description]*.

Ordered on* / Received on*: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is submitted on paper):
Date: [date]

* Delete as appropriate.

The model form is also included in our general terms and conditions (PDF in Dutch, Annex I).