Refund policy
Every VTTTF rug is handmade to order in Spain. Return rights differ between catalog designs and custom commissions.
Catalog designs (CAT PAW No.1, POKÉMON GENGAR No.1, NAVY DOG, SUNSET PANTHER, SAIL, POKÉBALL, FROGGO, etc.)
Under EU consumer law you have the right to withdraw within 14 days of receiving your order, without giving a reason. Email vtttf.rugs@gmail.com within 14 days of delivery, then return the item unused, in original condition, within 14 days. We refund the full price including standard delivery within 14 days of receiving it. Return shipping is paid by the customer.
Custom commissions
Custom or personalized rugs (your design, pet, logo, name, or commissioned artwork) are exempt from the 14-day right of withdrawal under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU). They cannot be returned or refunded unless damaged or defective.
Damaged or defective items
Contact us within 48 hours of delivery with photos. We will repair, replace, or fully refund — including shipping. EU statutory warranty rights (2-year legal guarantee of conformity) apply and are not limited by this policy.
How to start a return
Email vtttf.rugs@gmail.com with your order number and reason.