The Kuatro online store follows an exchange and return policy described below. This policy applies exclusively to products purchased through our online store.

Returns and exchanges will not be accepted for products that have been custom-made to the Customer's specifications or that have been clearly personalized.

Return

The Customer has the right to return purchased products within a maximum of 14 calendar days of receipt, at no additional cost except for direct shipping and transportation costs. The return shipping cost will be the same as the original shipping cost and will be deducted from the refund.

To initiate a return, the Customer must contact us at marketing@kuatrocarpets.com. Our Customer Service department will review your request.

Returns will not be accepted for products that arrive damaged, deteriorated, without their original packaging, or that have been custom-made, personalized, or tailored to the Customer's specifications.

Kuatro is not responsible for defects caused by misuse or improper handling of products. Returns will only be accepted for manufacturing defects or products that are in perfect condition.

Returns will only be accepted after receiving authorization from our quality department, and no claims can be filed after 14 calendar days from receipt of the order.

Products that have been approved for return must be sent in their original packaging or adequately protected to prevent damage during transit to the following address:

Tactical Industrial Pol.

Carrer del Carboner, 44, 46980 Paterna, Valencia

+34 660 149 868

The return must be made through our carrier's platform (or submitted in person by the Customer). Our Customer Service team will provide all the necessary information to complete the process.

If multiple products are being returned, they must be grouped into a single package to facilitate the process.

Once the products are received and inspected at our warehouse, the refund will be issued within 14 business days. The refund will be issued using the same payment method used for the purchase. Original shipping charges will not be refunded.

Important notes about carpets

• Handmade rugs, being artisanal products, may present slight differences in size and color from the original model. These variations are normal and part of the manufacturing process.
• The size of a rug can vary by up to 5% from its original dimensions. This variation can be reflected in both width and length.
• Occasionally, the threads that make up the rug are joined by small strands that are visible on the surface, especially after use or when vacuuming. This is due to the artisanal nature of the process and the use of handspun wool. If desired, these threads can be hidden by pushing them to the underside of the rug with a crochet hook.
• Some natural fibers shed heavily, especially at first. It's recommended to vacuum frequently and always follow the care instructions on the back of the rug or in the included insert.
• To avoid possible color changes caused by continuous exposure to sunlight, it is suggested to rotate the rug periodically.
• Short-pile rugs, made using techniques such as hand-tufted or hand-loomed, may exhibit a visual effect known as "shading" or "watering." This is caused by the slanting of the pile or pressure from the packaging, and disappears with regular use. It is not considered a defect and does not affect the quality or durability of the product. Therefore, claims related to this phenomenon will not be accepted.
• Long-pile rugs may shed more lint due to their pile length. It's recommended to vacuum them regularly. If loose threads appear, don't pull them out; simply trim them with scissors to smooth them out.
• The color of the rugs may change slightly over time due to light exposure and the nature of the material, such as dyed wool. An exact match between the color of the samples and the final product cannot be guaranteed.
• Since all rugs are handmade, they may present slight color variations compared to the catalog samples. These differences do not compromise the quality or durability of the product.
• The type of paper used in printing the catalog may cause slight color differences between the images and the actual product.

By confirming an order, the customer accepts these conditions, which are not considered manufacturing defects. Therefore, returns due to these reasons will not be accepted.