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; the item must be clean, unused, undamaged, and safely packed.
Customer-paid return shipping
Returns are reviewed and authorized manually. The customer arranges suitable tracked and insured transport and pays the direct return and packaging costs unless the item is defective, damaged in transit, incorrect, or mandatory law says otherwise.
Refunds, reweave warranty, and legal rights
After inspection, an approved refund is sent to the original payment method. Our lifetime craftsmanship warranty covers structural weaving and manufacturing faults, loose fringes, and qualifying transport damage for repair, reweave, reknot, or remake. Natural variation, wear, misuse, and unsuitable cleaning are excluded; statutory rights remain unaffected.
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.