Return Policy
Our terms for
returns.
Clear, with no small print. Everything you can order directly from our webshop is a standard size, carrying the full statutory fourteen-day right of withdrawal. Rugs from 300 cm are made individually on your request; a different rule applies to those, and you can read it below.
Statutory 14-day right of withdrawal
on everything you order directly from the webshop. The direct cost of return shipping is yours.
Ordered directly online: 14-day right of withdrawal
Every size in the webshop
130 × 190, 165 × 225, 205 × 205 and 230 × 290 cm, in white, off-white, Melange, camel and olive: fourteen days to withdraw after delivery, without giving a reason. No photos are required.
Mini patchwork rugs
All Minis, in every webshop colour: fourteen days to withdraw after delivery.
Legal guarantee
Separately, every rug carries the two-year legal guarantee against lack of conformity — made-to-measure rugs included.
Made to measure from 300 cm and in-store purchases: no right of withdrawal
Rugs from 300 cm
These rugs are made individually on request, to the dimensions and finish you specify yourself. Because they are made specially to your individual specifications, they are excluded from the statutory right of withdrawal (art. VI.53, 3° of the Belgian Code of Economic Law).
Round rugs and unusual shapes
Round rugs, cut-outs around a fireplace or column and organic shapes fall under the same rule: each piece is made to your measurements on request. You see this stated before your order, on the quote and in the terms.
Purchases in our store
If you buy in our store in Knokke-Heist there is no statutory right of withdrawal: that right exists only for distance selling. The two-year legal guarantee of course still applies.
We are glad to advise you before you order. If you are unsure about size or shade, send us a photo of your room via WhatsApp or request a trial image through the Vachtstudio. You are also welcome to feel the sizes in our store in Knokke. For a rug from 300 cm, send your request through the made-to-measure page.
How a withdrawal works
Tell us within fourteen days of delivery. A WhatsApp message (+32 474 73 66 33) or an e-mail to info@monroe.life is enough, with your order number. You do not have to give a reason.
Send the rug back within fourteen days of that notice, or bring it to our store in Knokke-Heist.
The direct cost of return shipping is yours. On request we arrange collection at actual cost; bringing it to our store is free.
We refund within fourteen days of receiving the rug, using the same payment method as your order.
The condition of the rug
You may unpack and inspect the rug as you would in our store. If you go further — washing it, trimming the hair or using it for a longer period — we may deduct the loss in value from your refund. Slight differences in shade, structure and hair length belong to a natural product and are not a defect.
Damaged or not right
If your rug arrived damaged or shows a defect, write to info@monroe.life. For transport damage, photos of the box (outside with the barcode and inside with the packaging) and of the damage itself help us resolve it quickly; please report it within five days if you can. Where there is a lack of conformity the two-year legal guarantee applies: we repair, replace or refund. These rights are separate from the right of withdrawal and apply to made-to-measure rugs as well.
Lifetime repair service
A seam that has come loose or a damaged piece, even years later? Bring the rug in or send it to us — we repair it. That has been our promise since 2015.
Return address: Monroe Life — Lendfers bv, Dumortierlaan 115, 8300 Knokke-Heist, Belgium.
Questions? Ask them directly.
Marc answers personally on WhatsApp, usually within the hour.
WhatsApp Marc
