Refund policy

Returns

Made to order products:

As our products are made to order specifically for the customer that purchases them, all orders are final and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order!

After placing an order for a built to order product, you have up to 48 hours to cancel and get your money back.

We're here to help you all along your decision process, ready to answer whatever questions you've got before you place an order to ensure you're 100% happy with your one-of-a-kind design. Contact us for help at info@tapistelar.com.

All of our TapisTelar rugs are made to order and by hand from fique (vegetable fiber) and copper, stainless steel or brass so slight color variations or other effects between the final product, sample and the fotos may be found: this makes the pieces even more unique. The maximum variation in size that can suffer a rug is 8% of its total. The decrease or increase may affect both the width and length of the rug. Because your order is only made for you, returns cannot be accepted. Production time max 8 weeks, shipment 10 business days aprox (Depending on local customs at destination, local customs may randomly open the product and inspect it beyond our control and responsibility)

Ready made products:

For ready made products, all sales are final. If the order has not yet been dispatched, you may cancel the order by notifying info@tapistelar.com.

We accept returns for items damaged in transit. Please note, returns must be requested within 14 days of receiving your order. You will then have a further 14 days to return the damaged items.

Please notify us by email at info@tapistelar.com including your order number and image of the damaged item, with a request for a replacement or refund. Any product you return must be in the same condition you received it and in the original packaging. All costs relating to postage for returns are the buyer’s responsibility.

Once your return is received, inspected and approved for refund, a credit will automatically be applied to your original method of payment, within 14 working days.

TapisTelar accepts no responsibility for any defects arising from improper use or treatment of its products, and accepts the claims only for reasons of manufacturing defects.

Sale/liquidation products are exempt from being returned.

Additional non-returnable items:
- Gift cards

To complete your claim, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

Customer is responsible for shipping costs in case of returns.

For any inquiry, please contact us at info@tapistelar.com or by postal mail to: Metalind SAS, Carrera 35 No. 17B - 52, 111611 Bogota DC, Colombia.

COMMENTS ON RUGS
These rugs are made by hand, being a craft product, and may therefore be subject to minor inevitable variations, in terms of size and colour, compared with the original model.

Any imperfections are due to the handmade nature of the production e to the vintage fabrication techniques and therefore add value and guarantee the uniqueness of the piece.

The maximum variation in size that can suffer a rug is 5% of its total. The decrease or increase may affect both the width and along the rug.

We recommend that you follow the detailed maintenance and cleaning instructions on the label on the back and in the leaflet enclosed with the rug.

Prolonged exposure of the rugs to sunlight may result in fading.

Any shading or water-effect which may appear on the rugs is a feature of the natural fique fiber. They may appear to have marks or a different colour in one particular area. This effect is due to the fiber complexity. It is not a manufacturing defect. This characteristic does not alter the quality of the product or effect its durability. The shading effect disappears with use and care of the rug. TapisTelar will accept no complaints involving this effect.

Carpet colours. When applied to materials such as fique fibers and exposed to environmental light conditions, the colour of the carpets may differ slightly from the colours in the original samples. Complete colour fidelity cannot be guaranteed.

MATERIALS:

Small differences or irregularities in color, weft or size may occur due to natural and production differences; this is inherent to the use of natural fibers and has to be accepted when within normal commercial tolerances. TapisTelar is not responsible for such differences between the sample provided and the products delivered. Certain fabrics are subject to changes in color over time and with exposure to light. TapisTelar will not accept any complaint if shading is concerned.