Refund policy

 

Order cancellation

All orders can be cancelled until we start processing (usually 2-3 hours after the order has been placed). If your order has been paid and you need to make changes, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

ALL SALES ARE FINAL. Due to the fact that our custom rugs and art are made-to-order, returns and exchanges will only be accommodated if issues arise due to our fault or error.

This includes but not limited to:

• Damaged goods
• Wrong item received
• Wrong size received

If you did not receive the product within the guaranteed time (25 days not including 2-5 day processing) you can request a refund or a re-shipment. If you received the wrong item you can request a re-shipment - all restocking fees are waived off.

We are not responsible for:

• Your order that did not arrive due to factors within your control (i.e. providing the wrong shipping address, postal service delays)
• Your order did not arrive due to exceptional circumstances outside the control of East Bates Drive (i.e. not cleared by customs, delayed by a natural disaster).
• Other exceptional circumstances outside the control of East Bates Drive

Exchanges

 For all exchanges, please see: eastbatesdrive@gmail.com