Returns & Refunds

Change of mind: online orders

You may cancel and return your rug within 7 days of delivery, for any reason.

• A 5% handling fee applies. It covers the bank and payment fees we cannot get back.
• We do not refund the original delivery fee.
• You pay to send the rug back.

To return a rug:

1. Email admin@herizgallery.co.za within 7 days of delivery. Include your order number and photos of the rug. Do not rely on a phone call alone.
2. Wait for our written approval before you send it.
3. Send it back promptly.

The rug must be unused, clean, and not laid on a floor for use. It must not be cut, bound, altered or damaged. If it is not in this condition, we may refuse the return or deduct the cost of cleaning or repair.

Showroom purchases

The 7-day right applies only to online orders. For showroom purchases, we may offer an exchange or credit note within 7 days, at our discretion. The rug must be in the condition it left us. One-of-a-kind, antique and refurbished pieces are normally excluded.

Faulty, damaged or wrong items

• No fees and no delivery charges apply.
• Damaged or wrong item: tell us within 48 hours of delivery and send photos of the rug and its packaging.
• Faulty item: you may return it within 6 months of delivery.
• We collect the rug at our cost.
• You choose a repair, a replacement, or a full refund including all delivery fees.

Handmade rugs vary

The following are normal for handmade and refurbished rugs and are not faults:

• Small colour differences between screen and real life, and gentle colour bands (abrash).
• A size difference of a few centimetres from the stated size.
• Shedding in the first weeks of use.
• Signs of use on refurbished rugs. We describe each rug’s condition.

A return for any of these reasons counts as a change of mind.

We cannot accept returns of

• Rugs bought at auction.
• Custom-made or commissioned pieces.
• Cleaning, repair and consulting services after work has started.
• Rugs that were damaged, altered, cut, bound or used after delivery.

Sending a rug back

• Roll the rug with the pile inwards. Never fold it. Wrap it well.
• Use a tracked courier.
• Insure it for its full value. The rug is your risk until it reaches us.
• If poor packing causes damage, we deduct the repair cost from your refund.
• Send all returns to Heriz Gallery only.

Refunds

• We inspect the rug within 3 business days of receiving it.
• We refund within 10 business days after that.
• We refund only to the original payment method.
• If the refund has not arrived after 10 business days, check with your bank first, then contact us.

Cancel before dispatch

Cancel within 24 hours of ordering, before the courier collects, and you pay nothing. After dispatch, the change-of-mind rules apply.

We dispatch all orders within 30 days. If we cannot, we refund you in full.

Collection

Collect from our Fourways showroom during trading hours. We hold paid orders for 14 days after we tell you they are ready.