RETURN & REFUND & EXCHANGE POLICY

IMPORTANT: Customs Duties & Non-Refundable Policies
Before ordering, please strictly review our policy regarding international shipping and taxes.

1. No Refunds for Refusal or Non-Delivery
If a package is returned to us or destroyed due to any of the following reasons, no refund will be issued:

  • Refusal of Receipt: Refusing to accept the package or refusing to pay import taxes/customs duties.

  • Long-term Absence: Failure to claim the package within the courier's holding period (Undeliverable).

  • Incomplete Address: Delivery failure caused by an incorrect address provided by the customer.

2. Customs Duties & Taxes (Recipient's Responsibility)
International orders (shipped from Japan) may be subject to import taxes, customs duties, and fees levied by your country’s customs department upon arrival. In principle, these additional charges are the sole responsibility of the recipient.

These fees vary widely by country and are outside of our control or prediction. Below is general information for major regions (subject to change):

  • EU: Orders under €150 EUR are generally exempt from customs duty, but VAT may still apply.

  • UK: Orders under £135 GBP are generally exempt from customs duty, but VAT may still apply.

  • Australia: Orders under $1,000 AUD are generally exempt from customs duty, but GST may still apply.

  • New Zealand: Orders under $1,000 NZD are generally exempt from customs duty, but GST may still apply.

  • Canada: Customs duties and GST/HST are typically collected upon delivery.

Disclaimer: The information above is general guidance and may have changed. We strongly recommend contacting your local customs office for the most accurate and up-to-date information before placing your order.

Returns & Exchanges
We want you to love your Void Rugs. However, if something isn't quite right, you have 14 days from the delivery date to request a return.

Eligibility for Returns
To be eligible for a refund, your item must be in the exact condition you received it:

  • Unused & Clean: Free of any strong odors (perfume, smoke), makeup marks, deodorant, or pet hair.

  • Original Condition: Unwashed and in its original packaging.

  • Resalable: We reserve the right to refuse a return if the item is not in a strictly resalable condition.

Note on Handcrafted Quality: Because our rugs are tufted by hand, slight variations in size (±1–2cm) or finish are natural characteristics of the craft, not defects. We hope you appreciate these unique touches.

How to Return

  1. Email us at [shop@voidrugs.com] with your name, order number, and reason for return. Returns sent without prior approval will not be accepted.

  2. Ship the item back to our studio in Japan.

    • Shipping Costs: You are responsible for return shipping costs.

    • Tracking: Please use a trackable shipping service with insurance. Please note that we cannot be held responsible for any damage or loss occurring during transit.

    • Customs on Returns: If customs duties or taxes are incurred when the package arrives back in Japan, these costs will be deducted from your refund amount.

Refund Process
Once we receive and inspect your return, we will contact you to let you know if the return has been approved or rejected.

  • Approved: A refund will issued to your original method of payment within 10 business days.

  • Late Refunds: If more than 15 business days have passed since approval, please contact us.

Exchanges (Defective Items)
If you receive a defective or damaged item, please email us immediately with photos. If verified as a defect by our team, we will replace it with a new one at no cost. Exchanges sent without prior approval will not be accepted.