Returns & Exchanges
Information about our return policies
Return & Exchange Policy
Heratia LLC
Last updated: 2026
30-Day Return Window
We want you to be confident in your purchase. If for any reason you are not satisfied, you
may request a return or exchange within 30 days of delivery.
To be eligible for a return or exchange, the item must:
- Be in unused and original condition
- Be free from stains, odors, or damage
- Be free from stains, odors, or damage
Items that show signs of use may not be eligible for return.
How to Request a Return
To initiate a return or exchange, please contact us at:
contact@heratia.com
Please include:
- Your order number
- The item you wish to return or exchange
- The reason for the request
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
We recommend using a trackable shipping service, as Heratia cannot guarantee receipt of returned items without tracking.
We recommend using a trackable shipping service, as Heratia cannot guarantee receipt of returned items without tracking.
Exchanges
If you would like to exchange your rug for another piece, we will be happy to assist you.
Exchanges are subject to product availability.
Damaged or Incorrect Items
If your item arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery with photos of the item and packaging so we can resolve the issue as quickly as possible.
Refunds
Once the returned item has been received and inspected, we will notify you regarding the approval of your refund.
If approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider.
If approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider.
Natural Variations
Because Heratia rugs are handmade, natural variations in size, color, texture, and pattern may occur. These characteristics are not considered defects and are described in our Natural Variations Policy.
International Orders
For international orders, customers are responsible for return shipping costs and any customs or import charges associated with returning the item.
Questions
If you have questions about shipping or payment options, please contact us at:
contact@heratia.com
