Kirsty Interiors Refund Policy
Returns
Made to Order Products:
At Kirsty Interiors, all our products are made to order specifically for each customer. As such, all orders are final, and we cannot accept returns. Please ensure all measurements, colors, and designs are correct before submitting your order.
You have up to 48 hours after placing an order for a made-to-order product to cancel and receive a full refund.
We are here to assist you throughout your decision-making process and are ready to answer any questions you may have before placing an order to ensure you're 100% satisfied with your unique design. Contact us for assistance at customerservice@kirstyinteriors.com.
All our Kirsty Interiors rugs are handmade using natural fibers such as fique and Peruvian alpaca, often incorporating metallic threads. This handcrafted process may result in slight color variations or other effects between the final product, sample, and photos, making each piece unique. The maximum variation in size that a rug may have is 8% of its total dimensions, affecting both width and length. Because your order is made specifically for you, returns cannot be accepted. Production time is a maximum of 8 weeks, with shipment taking approximately 10 business days (depending on local customs at the destination, which may randomly inspect the product 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 us at customerservice@kirstyinteriors.com.
We accept returns for items damaged in transit. Returns must be requested within 14 days of receiving your order. You will then have an additional 14 days to return the damaged items.
Please notify us by email at customerservice@kirstyinteriors.com, including your order number and an 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 postage costs for returns are the buyer’s responsibility.
Once your return is received, inspected, and approved for a refund, a credit will automatically be applied to your original method of payment within 14 working days.
Kirsty Interiors accepts no responsibility for any defects arising from improper use or treatment of its products and only accepts claims for manufacturing defects.
Sale/Liquidation Products:
Sale or 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 Responsibility:
The customer is responsible for shipping costs in case of returns.
For any inquiries, please contact us at customerservice@kirstyinteriors.com
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 color compared with the original model. Any imperfections are due to the handmade nature of the production and the vintage fabrication techniques, thus adding value and guaranteeing the uniqueness of each piece.
The maximum variation in size that a rug may have is 5% of its total dimensions, which may affect both the width and length.
We recommend following 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 that may appear on the rugs is a feature of the natural fique fiber. These may appear to have marks or different colors in particular areas. This effect is due to the fiber's complexity and is not a manufacturing defect. This characteristic does not alter the quality of the product or affect its durability. The shading effect disappears with use and care of the rug. Kirsty Interiors will accept no complaints involving this effect.
Carpet Colors:
When applied to materials such as fique fibers and exposed to environmental light conditions, the color of the carpets may differ slightly from the colors in the original samples. Complete color 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 must be accepted when within normal commercial tolerances. Kirsty Interiors 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. Kirsty Interiors will not accept any complaint if shading is concerned.
For further information, please contact us at customerservice@kirstyinteriors.com.
International Shipments and Product Deliveries
When purchasing Kirsty Interiors products for shipment to countries other than the USA, the customer acknowledges and accepts the following terms:
Customer Information:
The customer must provide complete and accurate delivery information, including the country, city, region, area, street, building name/number, house/apartment number, and any other relevant details. Kirsty Interiors and/or the designated delivery companies will consider the provided information as true, complete, and sufficient.
Kirsty Interiors and/or the delivery companies are not responsible for any issues resulting from errors, deficiencies, or insufficient information provided by the customer. The customer is responsible for any loss or other effects on the products due to such errors or deficiencies.
Shipping and Customs:
For international shipments, the customer authorizes Kirsty Interiors to act on their behalf, directly or through a freight forwarding agency or customs broker, to handle necessary steps with relevant entities or authorities for export, import, and other formalities required for delivery. The customer acknowledges that products shipped internationally may be subject to taxes, customs requirements, or costs regulated by the country of origin and/or destination.
All costs associated with taxes, customs duties, brokerage fees, transportation, warehousing, and any other expenses incurred during the shipment of products are the customer's responsibility. If Kirsty Interiors or a third party pays any costs on behalf of the customer, the customer agrees to reimburse these costs within five (5) days of the request.
The customer agrees to provide necessary documents or information as required by Kirsty Interiors or authorities for dispatch. Inaccurate or false information may lead to sanctions, including seizure of goods.
If the customer opts to handle the shipment procedures independently, they must communicate this to Kirsty Interiors in writing. Otherwise, it will be assumed that Kirsty Interiors will manage the arrangements.
Delivery Dates:
The delivery dates communicated by Kirsty Interiors are estimates and not guaranteed. Kirsty Interiors is not liable for delays or late deliveries.
Force Majeure:
Kirsty Interiors is not liable for delays or damage to products resulting from force majeure or acts of God, including but not limited to shipping and transportation restrictions due to the Covid-19 pandemic, strikes, or other disruptions. Kirsty Interiors will not cover costs associated with product storage or disposal in such events.
Delivery Logistics:
For deliveries involving Kirsty Interiors, products will only be delivered through the main entrances of buildings. Delivery through windows, balconies, or any other access involving maneuvers outside normal logistics will not be accommodated. If delivery through the main entrance is not possible, the customer is responsible for resolving the issue. If unresolved, Kirsty Interiors will deposit the products in a warehouse or storage room at the customer's expense.
If delivery is impossible due to customer-related issues, the customer will bear the storage costs incurred. Kirsty Interiors will not schedule a new shipment until these costs are paid.
Payment:
Kirsty Interiors will not deliver or ship any product until full payment is received. Payment is considered made once the supporting document is sent and the money is credited to the indicated account.
If a customer cancels an order after placing it, the following rules apply: (i) No refunds will be given, and (ii) If the cancellation occurs after more than 8 weeks for interior design pieces, the customer must pay 100% of the price.
Warranty, Exchange, and Return Policy
The warranty policy for products purchased from Kirsty Interiors will adhere to applicable laws and regulations. Quality defects must be reported within thirty (30) calendar days of receipt. Warranty claims require photographic evidence and must be submitted via email to customerservice@kirstyinteriors.com.
The warranty does not cover improper use or failure to follow maintenance instructions. Due to the handcrafted nature of our products, there may be slight variations in color, dimensions, and structure. These irregularities are characteristic of the craft and not considered defects.
Kirsty Interiors suggests keeping the original packaging until the product is confirmed to be in order. If returning a product from an international destination, Kirsty Interiors assumes ownership upon receipt and inspection at the return address.
In case of warranty returns, Kirsty Interiors will cover the shipping cost. For voluntary returns, the customer is responsible for shipping and associated costs.
Data Processing Authorization
By signing this document, the customer authorizes Kirsty Interiors to collect, store, and use personal information provided during the business relationship in accordance with our data processing policies. This includes using information for contractual relationships, market studies, offering products or services, and sending promotional materials.
Note: These terms are unequivocally accepted upon placing a purchase order through non-face-to-face means.