14-day return route
Request a return within 14 days after delivery for an eligible ready-to-ship, made-to-order or custom-size catalogue product. Contact Benihaus before sending anything back.
Condition and transport
Items must be clean, unused, undamaged and safely packed. The customer arranges and pays tracked, insured return transport unless the item is defective, damaged in transit, incorrect, or mandatory law says otherwise.
Refunds and legal rights
After inspection, an approved refund is sent to the original payment method. This voluntary route does not limit statutory withdrawal, conformity or consumer rights.
Lifetime reweave warranty
Structural weaving or manufacturing faults, loose fringes and qualifying transport damage are assessed for repair, reweave, reknot or remake. Normal handmade variation, wear, misuse and unsuitable cleaning are not warranty faults.
Handmade size variation
For a handmade rug, the final dimension can vary by up to 5 cm with the wool and weaving tension. This natural variation is part of the craft and is not a defect; the atelier confirms the specification before payment.