Where the legal personalised-goods exception applies, a rug made to your individual measurements, a commissioned design or another personal specification cannot be cancelled or returned because of a change of mind once we have accepted the order in writing. We identify the bespoke specification and explain its effect on cancellation before you place the order. For qualifying bespoke goods, this restriction applies whether or not production has started.

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A standard catalogue product does not become legally bespoke simply because it is manufactured after ordering or because you select a standard listed size or colour. Standard products retain any applicable statutory withdrawal right.

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Bespoke status does not affect rights where the rug is defective, fails to match the agreed specification, is damaged in circumstances for which we are responsible, or is subject to a statutory termination right.

Accepted orders are binding, subject to applicable statutory rights. Rima Dain does not offer a general voluntary change-of-mind return or exchange scheme. Any exception requires our written agreement.

Contact us promptly if you wish to change or cancel an order. We may decline a voluntary request where materials, production or transport have been committed. A requested change takes effect only when we confirm it in writing and you approve any revised price or delivery period.

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If we agree to a voluntary cancellation, any deduction will be limited to reasonable, documented and legally recoverable costs or direct losses attributable to the order, taking account of costs avoided and amounts recovered. We will explain the calculation and refund any balance due. Advance payment is not automatically forfeited as a penalty, and no cancellation charge applies where the law requires a full refund.

If you buy as a consumer at a distance and the Spanish statutory withdrawal right applies, you may withdraw without giving a reason by notifying us within 14 calendar days after you, or your nominated recipient other than the carrier, receive the goods. For several goods ordered together and delivered separately, the period normally starts when the last item is received. You may also notify withdrawal before delivery.

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Send a clear statement to hello@rimadain.com or our postal correspondence address below. Include your name and order reference so we can identify the purchase. You may use the optional form at the end of this page. Sending notice before the deadline is sufficient; prior approval or a return-authorisation number is not required to exercise the statutory right.

The return address for your purchase is disclosed before you place the order and included in your contract documents. Our correspondence address should be used for a physical return only if it has been identified as the return address for that order. Contact us if you need packing or transport guidance. Any delay in our instructions will not prejudice your statutory rights.

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Following statutory withdrawal, dispatch the goods without undue delay and within 14 calendar days of notifying us, unless we arrange collection. Keep evidence of dispatch and use a traceable service suitable for the packed rug.

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You pay the direct cost of a change-of-mind return only where we informed you before purchase and have not agreed to cover it. For a rug that cannot normally be returned by post, we disclose the return cost or a reasonable maximum estimate before the contract. Transport needed to remedy a valid defect or an error for which we are responsible is handled at our expense as required by law.

You may handle a standard rug as reasonably necessary to establish its nature, characteristics and functioning. If you may return it, inspect it indoors on a clean, dry surface and protect it from moisture, dirt, furniture marks and damage.

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Subject to the applicable rules and the information provided before purchase, you are responsible for any reduction in value caused by handling beyond reasonable inspection. Outdoor use, staining, washing, cutting, alteration or extended use may reduce the amount refundable. Opening or carefully unrolling a rug does not, by itself, remove a statutory withdrawal right.

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Return the rug securely packed, following any reasonable packing instructions. Use the original packaging where possible or equivalent protective packaging. Missing original packaging does not automatically invalidate a statutory return. Additional conditions agreed for an exceptional voluntary return do not restrict statutory rights.

For a valid statutory withdrawal, we refund the payments due, including the cost of the least expensive standard delivery option offered for the purchase, without undue delay and within 14 calendar days of your notice. The additional cost of a premium delivery option selected by you is not refundable.

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Unless we have offered collection, we may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first. Refunds use the original payment method unless you expressly agree otherwise without a fee. For bank transfers, we may request the details needed to return payment securely.

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No restocking, processing or administration fee is deducted from a statutory withdrawal refund. Any lawful deduction for diminished value will be explained and supported. Store credit will not replace a legally required monetary refund without your agreement.

Please report visible delivery damage, shortages or an incorrect item to hello@rimadain.com within 48 hours of delivery where reasonably possible. Report concealed damage promptly after discovery. The reporting request supports investigation and does not shorten statutory rights.

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Include your order reference or other proof of purchase, a description, the date you noticed the issue and photographs where reasonably possible. For transport damage, photographs of the packaging, labels and delivery receipt are helpful. Retain relevant packaging and avoid using, repairing, cleaning or disposing of an affected rug while we agree the next step.

For a suspected defect, contact us with the information above. We may ask about placement, use and cleaning, or arrange a reasonable inspection to establish the cause and appropriate remedy. Photographs assist assessment but are not the only acceptable evidence of a valid claim.

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Please avoid further use that could worsen damage and give us a reasonable opportunity to inspect and remedy the issue. Do not arrange a paid repair or dispatch the rug to an unconfirmed location before contacting us. This does not restrict urgent action or a remedy permitted by law. Any chargeable work outside a valid claim requires your prior agreement.

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For new goods sold to consumers under Spanish law, the seller is responsible for non-conformity existing at delivery that becomes apparent within three years. A lack of conformity appearing in the first two years is presumed to have existed at delivery, subject to the statutory exceptions.

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Remedies include repair or replacement, normally at the consumer's choice unless the chosen remedy is impossible or disproportionate. Where the statutory conditions are met, a price reduction or termination and refund is available. Required remedies are provided without charge, within a reasonable time and without significant inconvenience, including necessary transport and other legally required remedial costs.

Minor differences in shade, texture, weave or finish may be characteristic of a particular rug where described before purchase. Dimensions are subject only to the product-specific tolerances disclosed and agreed for your order. Samples, lighting and screen settings may affect appearance; they do not permit a material departure from the agreed product.

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Ordinary wear and damage caused by misuse, unsuitable cleaning, inadequate drainage, prolonged wet storage, dragging furniture or unauthorised alteration are not manufacturing defects. An exclusion applies only to the extent that the stated circumstance caused the problem and is consistent with the product information and care instructions supplied.

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Normal intended outdoor use does not, by itself, invalidate a claim where a rug fails to meet its advertised or agreed performance. Follow the individual product label and our Care & Warranty guidance.

Rima Dain's published limited manufacturer warranty runs for 24 months from the original retail purchase date, subject to its stated terms. It applies to the original purchaser with proof of purchase from Rima Dain or an authorised retailer. Its duration, eligibility conditions and exclusions do not shorten statutory conformity rights or remove mandatory remedies.

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If you purchased through an independent retailer, contact that seller about cancellation, returns and statutory product remedies. You may also use the claim channel available under the Rima Dain manufacturer warranty. The Care & Warranty page explains the additional cover and claim procedure.

For commercial purchasers who are not entitled to the relevant consumer protection, voluntary cancellation, quantity reductions, change-of-mind returns and exchanges require our written agreement and are subject to the accepted project terms. The cost principles in section 02 apply to any agreed voluntary cancellation unless a different lawful arrangement has been expressly accepted. This does not restrict contractual or mandatory remedies for defects, non-conformity or breach.

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The professional-purchase provisions of our Terms and Conditions remain applicable. A commercial label does not remove any mandatory protection that applies to the purchaser.

Use this form only to withdraw from an eligible purchase. You may instead send any clear statement of withdrawal.

To: Rima Dain, Edif. Golden B, 1ª Planta, Avda. Ricardo Soriano, 72, 29601 Marbella, Andalucía, Spain. Email: hello@rimadain.com.

I/We give notice that I/we withdraw from the contract for the sale of the following goods:

Goods and order reference:
Date ordered:
Date received:
Consumer name:
Consumer address:
Signature, only if submitted on paper:
Date: