Refund policy

Return Policy

Custom Orders
As each carpet is handmade to your unique specifications, we cannot accept returns or exchanges for custom products. To ensure your complete satisfaction:

  • You’ll receive a digital design proof for approval before production begins

  • We allow up to 3 revisions to perfect your design

Damages or Errors
If your item arrives defective or differs from the approved design, contact us within 7 days at inquiry@tailupp.com with photos. We’ll resolve the issue via replacement or repair.

EU Customers
Due to the bespoke nature of our products, the 14-day cooling-off period under EU consumer law does not apply to custom orders.

Key Improvements:

  1. Clear & Firm – Opens with the no-returns policy upfront

  2. Reassuring – Highlights design approval process to prevent dissatisfaction

  3. Legally Precise – Addresses EU regulations explicitly

  4. Problem Resolution – Provides a path for genuine errors/damages

Optional Additions:

  • Production timelines (e.g., "Design proofs are sent within 48 hours of order confirmation")

  • Shipping damage protocol (e.g., "Keep all packaging for damage claims")

Let me know if you'd like to adjust the tone (stricter/more empathetic) or add specifics about your revision process!