We have a 15-day return policy for all online rug orders. The 15-day policy starts once the rug is received by the customer. This means you have 15 days after receiving your item to request a return.
All our rugs and carpet sold on our website are eligible if:
- Returned within 15 days of receiving your rug.
- Returned in the same condition as delivered (Brand new).
- Rug pads are not refundable because we cut it to fit your custom rug size.
- Final sale items are not returnable. Find more information on our "Final Sale Items" section below.
To be eligible for a return, your item must be in the same conditions that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. We will not process any returns if the items are damaged, or have wear signs, stains, burns or anything else that devalues the rug.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, then you can proceed to return the item in its original package.
You pay only for the return shipping. No restocking fee or hidden costs. The rug will be inspected once received, and we will confirm that the rug is in new condition. We will refund your credit card (or original method of payment) in full after the inspection is completed.
You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Final Sale Items
Any item with more than 40% discount, or marked with a “Final Sale” tag will be understood as a FINAL SALE item and won’t be eligible for a return or refund.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If you have questions or comments about this Return Policy, please contact us: 818-706-7847.