Refund Policy

1. Returns and Refunds

We want you to be completely satisfied with your purchase. If you are not satisfied, you may request a return or exchange under the conditions below.

• Return Period: Items can be returned within 14 days from the date of delivery.

• Condition: The carpet must be unused, clean, and in its original packaging.

• Non-Returnable Items: Custom-made or personalized carpets cannot be returned unless they arrive defective or damaged.

2. How to Request a Return

To initiate a return, please contact our customer service at: khmelevskayasonja@sonixpress-ou.com. Provide your order number and reason for return.

3. Refund Process

• Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds will be processed within 7–10 business days to your original payment method.

4. Return Shipping

• Domestic (Estonia): Customers are responsible for return shipping costs unless the item is defective or damaged.

• International: Customers are responsible for all shipping and customs fees associated with the return.

5. Damaged or Defective Items

If your carpet arrives damaged or defective, please contact us immediately with photos. We will arrange for a replacement or full refund at no additional cost.

6. Exchanges

Exchanges are processed in the same manner as returns. Contact our support team to arrange an exchange for the same item in a different size or model, if available.