Statutory withdrawal
Where a statutory withdrawal right applies, consumers can notify Benihaus within the applicable legal period, normally 14 days after delivery for EU distance sales.
Made-to-order and custom-size rugs
Goods made to customer specifications can be excluded from a statutory withdrawal right where applicable law permits. This does not reduce mandatory rights for defects, transport damage, conformity, or incorrect supply. Benihaus separately accepts eligible voluntary return requests within 14 days under the return policy.
How to submit a withdrawal
Use the CancelStack workflow linked on this page. Do not send a rug before the request has been reviewed and return instructions have been issued.
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.