Refund policy

Returns & Refunds Policy

At House of Haghi, we want you to feel confident in your purchase. We understand that choosing a rug online is an important decision, and we’re committed to ensuring a positive experience.

1. Change Of Mind Returns – 21 Days

We offer a 21-day return period for eligible, full-price rugs purchased online in New Zealand. The 21-day period starts from the date your rug is delivered.

To be eligible for a change-of-mind return:

• The rug must be in its original condition, clean and free from stains, dirt, odours, damage, or signs of use.
• The rug must not have been washed, altered, or professionally treated.
• You may carefully unroll and inspect the rug indoors, provided it remains clean and undamaged.
• The rug must be securely packaged for return, preferably using its original packaging.
• Proof of purchase is required.

Please email sales@houseofhaghi.co.nz before returning your rug. Returns must be approved and arranged with our team before the rug is sent back.

For change-of-mind returns, the customer is responsible for the return shipping cost. We recommend using a tracked courier service and ensuring the rug is properly protected during transit.

2. Sale and Discounted Rugs

Sale and discounted rugs are not eligible for change-of-mind returns unless otherwise stated at the time of purchase.

This does not affect any rights you may have if an item is faulty, damaged or does not match its description.

3. Faulty, Damaged or Incorrect Items

We take care to ensure your rug is accurately described and arrives in good condition.

If your rug arrives damaged, is faulty or does not match your order or its description, please contact sales@houseofhaghi.co.nz as soon as possible.

Please include your order number, a description of the issue and photographs where possible. Our team will assess the issue and work with you to determine the appropriate remedy in accordance with applicable consumer law.

We will arrange any return shipping required where we are responsible for the issue.

4. Custom-Made and Special-Order Rugs

Custom-made and special-order rugs are not eligible for change-of-mind returns unless agreed otherwise in writing.

This does not affect any rights you may have if the rug is faulty or does not meet the agreed specifications.

5. How to Arrange a Return

To request a return:

1. Email sales@houseofhaghi.co.nz with your order number and reason for the return.
2. Include photographs if you are reporting damage or another issue.
3. Wait for our team to confirm the return arrangements before sending the rug back.

Please do not send a rug back without contacting us first. Rugs returned without prior approval may be delayed while we establish the return details.

6. Inspection and Refunds

All change-of-mind returns are subject to inspection upon receipt. If the rug does not meet the return conditions outlined above, we will contact you to discuss the issue before proceeding.

Once an eligible return has been approved following inspection, the refund will generally be issued to the original payment method. Please allow 5–10 business days after processing for the funds to appear, depending on your bank or payment provider.

Any refund or remedy for a faulty, damaged, or incorrectly described item will be handled in accordance with applicable consumer law.

7. Questions Before You Buy?

Choosing the right rug is important. If you need help with dimensions, colours, materials or styling, our team is happy to assist before you purchase.

House of Haghi
Email: sales@houseofhaghi.co.nz

Thank you for choosing House of Haghi.
We appreciate your trust in us.