Any doubt? Take a look to our Faq. For further informations do not hesitate to contact us at assistenza@sitap.it.

After sales service

How and when can I return my order?

If you have purchased the carpet as a consumer and have changed your mind within 14 days of delivery, you can start the return procedure, by accessing the Returns section at the bottom of each page of our site and filling out the form with all the information required.

Similarly, if at the time of delivery, you have noticed defects relating to the packaging or irregularities regarding the number of carpets delivered, or quantitative and / or qualitative differences related to them, you can send a specific complaint through the Returns section on described.

If, however, you have noticed defects and / or defects, not identified at the time of delivery, you must report them within two months of discovery, by filling in the form in the aforementioned Returns section. Unfortunately, if your warranty has expired, you will not be able to return it.

In any case, always remember to keep handy the order number and invoice of the carpet you want to return, in order to speed up your request. When filling out the return request, we suggest you to attach an image that accurately certifies the carpet non-compliance.


Are Sitap rugs guarantee?

Sitap certifies that its carpets are free from manufacturing defects and defects, as well as that they comply with the quantity and characteristics indicated in Confirmation Order and displayed on the website www.sitap.it.

In this regard, we specify that if you purchase the carpet as a consumer, you can benefit from the aforementioned guarantee for a period of 2 years from carpet delivery date.

If, on the other hand, you have purchased the carpet as a Professional, the aforementioned guarantee has a duration of 1 year from carpet delivery date.

For any further information, please refer to General E-Commerce Sales Conditions.


I purchased a carpet as a consumer; how long do I have to return it, if I changed my mind?

In your case, you can return the carpet within 14 working days from the moment in which you or a third party, designated by you, came into possession of the same. The date shown on the delivery note is full proof of receipt. For the purposes of the expiry of the term, the product is considered returned when it is delivered to the courier. Sitap Carpet Couture Italia does not accept damaged returns, but only returns of products kept in a normal state of conservation, kept with the use of normal diligence. Products damaged by detergents / additives, or products damaged by the customer due to inexperience, will not be replaced or refunded.

For any further information, please refer to General E-Commerce Sales Conditions.


I noticed a defect that I didn't notice at the time of delivery. What can I do?

In the case of defects that cannot be identified by means of an accurate check upon receipt of the goods (hidden defects), it is possible to proceed with the return request within 2 months from the date of discovery of the defect itself.

It should be noted that the return request cannot be examined if the term of the relative warranty has expired, equal to 2 years for purchases made as a consumer and 1 year for those made as a professional.

In any case, Sitap reserves the right to examine or have examined the products subject to complaint and to confirm or reject the customer's request for return.


Can I return a bespoke or customized carpet?

As required by legislative decree 6/9/2005 n. 206 and art.55 of the Consumer Code, the right of withdrawal does not apply to bespoke or customized goods.


I sent my return request, what should I do now?

Sitap Carpet Couture Italia reserves the right to examine or have examined the products subject to complaint and to confirm or reject the return request. If the product examination is deemed necessary, we will contact you by e-mail to agree with you on the place, day and time of goods collection. In any case, you must make the goods available no later than three working days from the date of receipt of the aforementioned e-mail. Anyway, we advise the courier, you don't have to worry about anything.


How should I deliver the goods to the courier?

Put the carpet in its original box and pack it as you received it. Remember to add the delivery document, the invoice and, if possible, do not remove the adhesive label applied by the courier during the first shipment.


Who pays the return shipping costs?

In the event that the customer purchased the carpet as a consumer and wants to return it because he has changed his mind, the costs of returning it are at his expense. After receiving his request for withdrawal, Sitap will inform him of the transport costs by e-mail.

In the case of return requests for defects, if Sitap asks the customer to return the carpet for an analysis of the return, the costs of shipping goods from the customer's shipping address to the Sitap warehouse are charged by Sitap Carpet Couture Italia. We need to clarify that:

  • in the event that the return request is confirmed by Sitap and is successful, all shipping costs for the goods are entirely borne by Sitap Carpet Couture Italia.
  • if the return request is not accepted by Sitap, the carpet will be returned to the customer in an ex-warehouse manner. The shipping costs will therefore all be borne by the customer. In this case, Sitap proceeds to issue an invoice for the shipping costs incurred by the same for receiving and returning the Products to the Customer.

If I purchased the carpet as a consumer and have returned it, exercising the right of withdrawal within 14 days, how do I know if my return has been successful and how long does it take?

After checking the status of the product, you will receive an e-mail from us confirming or refusing your return request. On average, we are able to confirm the refund of the return within 10 working days from the date of receipt of the goods in our warehouses.


If I purchased the carpet as a consumer and made the same, exercising the right of withdrawal within 14 days, how does the monetary refund take place and how long does it take?

Sitap is able to refund to the customer the price paid, within 10 working days, by bank transfer. In this case, Sitap reserves the right to withhold the sum relating to the transport costs of the carpet itself.


I live near Sitap offices or one of its reviewers. Can I bring the carpet I want to return directly to the company or to a retailer by myself?

No, you are not allowed. The procedure for returning the carpet for its analysis is authorized only by Sitap. It is the company itself that notifies the customer and schedules the collection of the product. It is therefore not possible for the customer to independently bring the products to be returned to our headquarters or the premises of one of our resellers with their own means. Such returns will not be accepted or considered.

For any further information, please refer to General E-Commerce Sales Conditions.