Refund policy

Our return policy lasts 14 days, in accordance with French regulations. If 14 days have passed since you received the product, we cannot offer you a refund or exchange.

Returns are covered by Tapis Souris. Tapis Souris will provide you with the address of the warehouse closest to your home so you can return the item.

If you change your mind within 24 hours of placing your order on a weekday, we will refund you directly.

We only process orders 24 hours after they are placed, so that we can correct customer errors and changes of mind. After this period, if the order has been processed, we will no longer be able to refund you for a change of mind before the product has been delivered, received, and returned to the address provided. Returns are covered by Tapis Souris. Tapis Souris will provide you with the address of the warehouse closest to your home so you can return the item.

To be eligible for a return on your order, your item must be unused and in the same condition you received it. It must also be in its original packaging so it can be returned to the address we will provide. 

To process a return, we will verify that it is indeed your order using your order number and/or any information used when you placed your order. This will most likely be your email address.

Once the package has been received, the refund will only be processed after inspection. Indeed, upon inspection we may find that the item is in good condition. We will let you know via a photo and/or video, and in that case, we will refuse the refund.

In the case of a refund, once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will then also inform you of our decision regarding the approval or rejection of your refund request.

If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain timeframe. This timeframe does not depend on us. We will notify you as soon as the refund process has been initiated on our end.

If your refund is late or missing, first check your bank account. Only then contact your credit card issuer. Indeed, there may be some delay before your refund is officially posted.

Next, contact your bank. Indeed, there is often processing time required before a refund is posted.

After completing these two steps, if you still have not received your refund, please email us at info@tapissouris.com. Our customer service team will ask you whether you have completed both steps. If so, our customer service team will handle the issue.

For sale items, if a refund is due, it will be issued for the sale price paid by the customer, not the regular price.

As part of exchanges, we only replace an item if it is defective or damaged. If this is the case and you would like to exchange it for the same item, email us at info@tapissouris.com.

For gifts, if the item you wish to return was shipped directly to you, you will receive a gift credit equal to the value of your return. Once again, only once we have received the item will a gift certificate be sent to you by email.

If the item was not marked as a gift when purchased, or if the gift giver chose to have the order shipped to themselves to give to you later, we will issue a refund to the gift giver, who will find out that you returned the item.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.