1. How to cancel the order?
After the order is paid successfully, the user can check the order status in the account order details.
Cancellation is supported within 1 hour of placing an order. After 1 hour, our order enters the packing process. Once packed, the order cannot be canceled. Please understand our work, thank you.
2.How to return validity period?
Our returns are valid until 14 natural days after the item arrives. We will not be able to provide you with a return or exchange if it has been more than 14 natural days since you received the item.
Brand new products purchased on this site do not affect secondary sales. Returns and exchanges without reason within the return validity period will be fully refunded (product damage caused by human and external causes, etc., returns and exchanges are not accepted).
3. What if the product is damaged during shipping?
We regret that you did not receive the item in perfect condition, please email your unboxing video and proof of purchase to [email protected] and we will arrange for a reissue or partial refund.
4. What if the product is out of stock?
Please contact us at [email protected] with your unboxing video and proof of purchase and we will arrange for a reissue or partial refund for you.
5. Under what circumstances can I return it?
If you find a quality problem with your product within 14 days of receiving it, please send an email to [email protected] with your proof of purchase and a photo of the product quality problem. Returns can be made after the return application is confirmed.
Items must be brand new.
Items must include original packaging.
Returns may be refused if the item does not meet the above requirements.
warn:
Please be sure to contact us before returning the item, otherwise it will not be processed.
Please understand that we do not accept returns of used products.
If there is no product quality problem, the return shipping fee due to the customer’s personal reasons, such as dislike/wrong color/wrong size, etc., the return shipping fee will be borne by the buyer.
Akg Carpet LLC is responsible for returns due to defective/damaged/missing items/wrong items, return shipping will be borne by Akg Carpet LLC.
We do not charge re-listing fees.
6. Warranty Claims for Quality-Related Issues
Returns are not accepted after 14 natural days of item arrival.
When you contact us by mail to request a return within 14 natural days of the product’s arrival, we may ask you to provide a valid proof of purchase and photos and videos that reflect the problem with the product.
Valid Proof of Purchase: The order number of the product purchased through Ecopurecarpet.com.
Please note that processing a warranty claim may require several types of proof of purchase (such as a remittance receipt and confirmation of the item’s original shipping address).
7. How to return?
For returns, please contact us at [email protected] prior to the return, please explain the reason for the return and provide an invoice or screenshot to confirm the order number. Once the return request is confirmed, please return the item to the return address.
Our return address is: 3511 Kayson Street, Silver Spring, Maryland.
In order to process your refund in a timely manner, please be sure to send a return notifition email to [email protected] with the information below:
courier company name
tracking number
8.How to pack the return?
When returning a rug, please put the rug in its original packaging and keep it safe. Before packing, please take a photo of the original product without damage to prevent the product from being damaged during transportation. After receiving the goods, our company will open the package to check the product as soon as possible, if there is no problem, we will arrange a refund for you as soon as possible.
Refund criteria: The outer packaging is intact, the label of the carpet is intact, and it is in received condition.
9. What if the product is damaged during return shipping?
If the product is damaged/broken during the return shipping and other circumstances that affect the product’s secondary sales, Akg Carpet LLC will not allow returns and exchanges, and does not support refunds.You can negotiate with the courier company and ask the courier company to make corresponding compensation.
Tips: Before handling the return and exchange business, you should take detailed photos and videos of the carpet, and keep the evidence that the product is in good condition before delivery, so as to negotiate compensation in the future.
10. How do I get a refund?
Once the returned item arrives at Akg Carpet LLC‘s warehouse and has been successfully inspected, the refund process will begin. The refund amount will be returned to your payment account within 1-2 business days. The exact refund time depends on your payment method, please be patient and do not rush.
11. How did delayed or lost refunds?
If you haven’t received your refund after 2 business days, please check your payment account again first. Then contact your account company and it may take some time for your refund to be officially issued. If you’ve done all of this and haven’t received your refund 2 business days after we issued your refund, please contact us at [email protected].