Refund policy

At Karpet24, we want you to be happy with your rug. The policy below explains how to return an order and how the refund works. This policy applies to all purchases made at Karpet24 (part of CNL Handel BV).

In short: you have a 14-day cooling-off period, you register a return by email, returns are completely free, and the refund is usually credited to your account within 3–5 business days.

Conditions for return

To be eligible for return, the rug must meet the following conditions:

  • The rug is unused and in original condition (no stains, odours or damage)
  • The rug is in its original packaging (or equivalent protective packaging)
  • You register the return within 14 days of receipt
  • You ship the rug back to our warehouse within 14 days of registering the return

How do I register a return?

  1. Send an email to info@karpet24.nl with your order number and (optionally) the reason for return — you do not have to give a reason, but it helps us to improve our service.
  2. You will receive a confirmation, a free return label and the return address instructions within one business day.
  3. Pack the rug securely in its original packaging and send it back within 14 days of registering the return.

Please note: returns sent without prior registration will not be accepted.

Cost of the return shipment

Returns at Karpet24 are completely free. We provide the return label and pay the return shipping cost — you do not have to pay anything upfront. This way you can comfortably check at home whether the rug fits, with no financial risk.

Customers in the Netherlands can also drop the rug off in person at our warehouse (Vareseweg 135, 3047 AT Rotterdam) by appointment.

Return address

CNL Handel BV — Karpet24 returns
Vareseweg 135
3047 AT Rotterdam
The Netherlands

Only send a return after you have registered it with us. Without a return registration, we cannot link your parcel to your order and it will be refused.

Refund

Once we have received and inspected your return (usually within 2 business days) we will let you know. If approved, we will refund the purchase amount within 14 days via the same payment method you used to pay. In practice, the refund is usually credited to your account within 3 to 5 business days — processing by your bank or credit card company may vary slightly.

We refund the full purchase amount, including the original shipping costs (if applicable).

Damaged or incorrect delivery

If your rug arrives damaged or you have received the wrong product, please contact us as soon as possible (preferably within 48 hours of receipt) at info@karpet24.nl with photos of the damage and the packaging. We will resolve it free of charge by replacement or full refund.

In this case, the cost of return and new shipment is, of course, at our expense.

Exceptions — what cannot be returned?

The following items are excluded from return:

  • Rugs made to measure or with custom modifications
  • Rugs returned visibly used, damaged or soiled

Exchanges

We do not offer a direct exchange service. Would you like a different size, colour or another rug? Please follow the return procedure for your current order and place a new order for the rug you want. This is the quickest and clearest approach for both parties.

Questions?

Doubts about a return, or another question? We are happy to help — please contact us at info@karpet24.nl or call +31 (0)10 299 08 60 on business days.

Last updated: 10 May 2026