Refund Policy

At Golestan, your satisfaction is our highest priority. For returns and exchanges, we take your requests seriously and aim to respond as flexibly as possible.

Please review the policy below, and feel free to contact us if you have any questions. Please note that the following does not apply to international shipments.

1. Exchange Policy

To accommodate requests such as "It was a little different from what I imagined, but maybe another item would work..." or "I would like to exchange for a different size," we accept exchanges under the following conditions.

• Exchange period: Please contact us within one month from the day you receive the item.
• Eligible items: In principle, exchanges are for items in the same price range as the one delivered.
• Price difference: If the item you wish to exchange for is more expensive than the one you have, an exchange is possible by paying the difference. If it is less expensive, we generally do not refund the difference, but we will discuss this individually depending on the circumstances.
• Conditions for exchange: Limited to unused items (excluding light trial use; items that have not been stepped on or laid out). Items with scratches or stains, items missing accessories (such as tags), items marked "non-exchangeable," requested items, and special-order items may not be eligible.
• Exchange procedure: Please contact us by email or phone within one month of receiving the item. We will ask for details and guide you through the exchange procedure.
• Shipping costs: In principle, the round-trip shipping costs for an exchange are borne by the customer. However, in the case of an exchange due to our error, we will bear the cost.

2. Return Policy

In the unlikely event that you are not satisfied with the item delivered, or there is a defect, we accept returns under the following conditions.

Cases Eligible for Return

• Initial defects / damage during shipping: If, after opening and before use, an initial defect such as a stain or breakage, or damage due to a shipping accident is confirmed, we will promptly respond with a return or exchange. Please contact us within 5 days of the item's arrival (for shipping accidents, please also contact the carrier). If a replacement cannot be provided, we will respond with a repair or refund.
• If an item clearly different from the listed information is delivered: If the color, size, material, etc. clearly differ from the listed information (for example, the size differs from the stated value by 10 cm or more). Please contact us within 5 days of the item's arrival. Please note that slight size discrepancies, distortion, and color unevenness that arise as characteristics of hand-woven rugs may need to be tolerated.
• Returns for customer's own reasons (conditional): In cases such as "it was different from what I imagined" or "the size did not fit," we accept returns only if the item is unused and you consult us within 5 days of its arrival. The shipping cost for the return and the expenses we incurred at the time of shipping (packaging costs, shipping fees, various handling charges, etc.) are borne by the customer, and the refund amount will be the amount after deducting these.

Cases Not Eligible for Return

• Items that have already been used (when judged not to be in like-new condition).
• Items reported after the prescribed period (one month for exchanges / 5 days for returns) has passed.
• Items that have developed scratches, stains, breakage, or absorbed odors while in the customer's possession.
• Items whose accessories (tags, certificates, boxes, etc.) have been lost, damaged, or soiled.
• Items marked "non-returnable" or "non-exchangeable," requested items, special-order items, and custom-made items.
• Requests from someone other than the orderer, or items returned without prior notice.

The legal cooling-off system does not apply to mail-order sales. This policy is based on our own independent standards.

3. About Refunds

After the return process is complete and the condition of the item is confirmed, we will process the refund as follows.

• Credit card: The return processing date becomes the date the charge is canceled. If it spans the closing date, the charge may be made once and then refunded (or offset) in the following month or later.
• Bank transfer: After the item arrives and its condition is confirmed, we will, in principle, refund to your designated account within 5 business days. Transfer fees are borne by us in the case of our error, and by the customer in the case of customer's own reasons.
• In the case of customer's own reasons: We will refund the amount after deducting the actual shipping expenses (packaging costs, outbound shipping, payment processing fees, etc.) and the transfer fee at the time of refund.

4. Notes When Returning Items

When returning an item, please pack it as well as, or better than, when it was delivered. We cannot be held responsible for damage or loss during return shipping, so please consider using shipping insurance as needed.

5. Contact

Customers who wish to make a return or exchange, or who have any other questions, please feel free to contact us by the respective deadlines above via the inquiry form, email, or phone. We will respond sincerely and wholeheartedly to ensure your satisfaction.