Return and Refund Policy

1. Cancellation

Orders may be canceled and fully refunded before shipment or production begins. Once an order has been completed and shipped, it cannot be canceled. Therefore, please contact us as soon as possible via email at service-clients@mixdreams.com to request cancellation before your order is processed.

2. Returns

We offer a 30-day return and refund period:

We gladly accept returns of items that are unused, undamaged, resellable, and have all original tags attached within 30 business days of receiving your order. (For example: Rugs must not be washed, damaged, stained, or show any signs of use to qualify for return.)

3. Return Conditions

To qualify for a return and refund, please ensure:

3.1 The item is in good condition with no signs of use, stains, alterations, or damage.
3.2 All original tags and packaging are intact and included with the returned item.
3.3 You provide the original proof of purchase (order confirmation email).

4. How to Initiate a Return

Please follow the steps below:

4.1 Contact Customer Service: Email service-clients@mixdreams.com with your order number, the item you wish to return, and a brief explanation of the reason.
4.2 Receive Return Instructions: Our support team will provide detailed return instructions, a return authorization code, and the return address.
4.3 Pack the Item Securely: Carefully pack your item to avoid damage during transit. We recommend using the original packaging whenever possible.
4.4 Ship Your Return: Send your package using a trackable shipping method.
4.5 Please Note: Return shipping costs are the responsibility of the customer unless the return is due to a defective rug or a color/size discrepancy.

Special Note: If you made a mistake in measuring your rug, we will assist you in resolving the issue—for example, resizing to a wider or longer rug. However, for issues that cannot be corrected (such as rugs that are too narrow or too short), we can only offer a return and refund.

5. Steps for handling defective products received

Although all rugs are carefully inspected before shipment, some materials (such as plush wool rugs) are prone to damage from external forces. If you receive a defective item:

5.1 Take photos or videos immediately as proof for our assessment.
5.2 Contact our customer service team promptly to request a return or refund.
5.3 You will not be charged return shipping for defective items. We will either send you a replacement in perfect condition or issue a full refund.

6. Refund Process

Once we receive your returned item and confirm it meets the return criteria, we will begin processing your refund:

6.1 Refunds will be issued to the original payment method. Refunds are processed within 3 business days of receiving the return. Actual posting times may vary depending on your payment provider. You will receive an email notification once the refund is complete.
6.2 Delayed or Missing Refunds: If you haven’t received your refund, please check your bank account first. Then contact your credit card company or bank, as processing times may vary.

7. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange your rug for a different style, please follow the return process above and place a new order for the desired item.

If you have further questions regarding returns or refunds, feel free to contact our customer support at:

service-clients@mixdreams.com or use the contact form on our Contact Us page.