Return Policy

We want you to be fully satisfied with every item that you purchase from Shine Rugs.

Custom-made products, no standard right of withdrawal

All of our rugs are custom made to order according to the size, color and pattern selected by each customer. Because of this, and in accordance with applicable consumer protection law regarding custom-made or personalized goods (including Article 16(c) of EU Directive 2011/83/EU on consumer rights, for customers residing in the European Union), orders are not eligible for a standard withdrawal or “change of mind” return. Returns and refunds are accepted exclusively in the cases described below.

We have an open and flexible Return Policy for quality issues, as we really want you to be happy with your Patchwork Cowhide Rug, Cowhide Rug, or Cushion.

If you are not satisfied with an item that you have purchased because of any quality flaws or manufacturing errors, you may return an item within 30 days of delivery for a full refund of the purchase price.

We stand behind the quality of our products and fully trust that we are always giving you the best hides and skins, all we need is to know that you have chosen the right model, color and size for you and your space.

We encourage you to ask us about any doubts you may have before purchasing your rug to avoid any mistakes in size, color or model. Please make sure you measure the size of your rug and the space where it will go before placing your order.

Please make sure you order the right model, size and color. We can’t accept returns due to size, model or color mistakes on your end. We can always work it out before the rug ships, so please make sure to measure your space and give us the correct size and model of your chosen rug.

If you need any help deciding the size of your rug, please call us or write, we can help you!

• Find information on how to choose the perfect size of your leather area rug: click here

• Find some ideas on how to visualize the perfect size for your area rug: click here

You can always call us: (415) 404-6638 or send us an email to: sales@shinerugs.com to get more information on a specific product, colors and our hides’ quality.

Once the returned merchandise is received, we will promptly replace your item accordingly or give you a refund, depending on your needs.

Condition of returned items

To be eligible for a return, the item must be unused, in its original condition, and free of any damage not related to the reported defect.

Natural characteristics of cowhide

Cowhide is a natural material. Variations in color, markings, scars, thickness and hair pattern are natural characteristics of each hide and are not considered manufacturing defects.

Customs & import taxes

Any customs duties or import taxes applied to your order, in any country, are the customer’s responsibility, as described in our Terms and Conditions.

Warranty

We offer a 6 month warranty on all of our products from the date they were purchased.

This warranty is guaranteed provided the products are subject to normal use, are used for their original purpose and are not modified in any way. This warranty does not cover damage resulting from misuse, improper cleaning, pets, exposure to excessive moisture or sunlight, or normal wear and tear, nor the natural characteristics described above.

Our Patchwork Cowhide Rugs are delicate, unique and special, yet super durable and rustic and withstand normal and high traffic for many, many years.

We trust and understand our product in depth, so if you have any questions, please let us know. We are here to help!